Shad Clark
Senior Customer Success Manager @Impartner Software
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WORK HISTORY
Senior Customer Success Manager @Impartner Software
Handle portfolio of over ARR while achieving over 115% retention· Establish relationship and maintain ownership of client accounts and oversee all aspects of the client success function post sales to ensure the highest quality experience for clients· Educate and train customers on products, features, business roadmap and services to help better their ability to succeed· Responsible for driving new business growth including customer renewal and expansion via up-sell, cross-sell and add-ons· Provide expert advice based on industry best practices, integration patterns and product knowledge to ensure business objectives are realized · Understand different user personas, requirements, and success metrics in order to adapt and facilitate business objectives· Establish proactive communication cadence with key partners for account check-ins· Demonstrate exceptional communication and presentation skills, both written and verbal, to interact with enterprise customer teams at various technical and non-technical levels within complex large organizations· Collaborate with multi-divisional, multi-geographical customers to understand unique business needs and challenges· Lead Quarterly Business Reviews in order to communicate progress against agreed success plans, address issues, prove and maintain ROI and present innovative solutions· Aware of customers’ pain points. Perform strategic account planning and identifying, forecasting and mitigating risks. · Work with cross-functional teams, including product, sales, engineering, support, operations, executives, SSD to ensure customer deployments are completed quickly and efficiently · Collaborating with senior and executive leadership to develop client-oriented strategic initiatives and implement them utilizing resources from multiple teams· Creating processes and procedures that will streamline client success including deliverables and templates for external and internal users
EDUCATION
Coral Reef Senior High School
High School, International Baccalaureate
Florida International University
Bachelor of Arts (B.A.), International Relations
SKILLS
ABOUT SHAD CLARK
Experienced Customer Success and Training Manager, I am responsible for driving product…
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