Greater Seattle Area
Customer Success Management, Logistics, and Supply Chain Management Professional. demonstrating superior interpersonal skills. Facilitate an instrumental cross-functional collaborative team and spearhead a culture of continuous improvement throughout the enterprise. Drive the organization towards process excellence in all steps of the supply chain end-to-end process. Manage logistics service providers in terms of service and cost. Monitor landed cost, logistic performance, and benchmark regularly.
• Manage more complex and high-value accounts as a senior advisor to key stakeholders. • Lead strategic discussions with customers to align their goals with our solutions. • Oversee complex onboarding processes and ensure successful implementation of our solutions. • Anticipate and address sophisticated challenges with innovative solutions • Utilize advanced analytics to monitor and improve customer health metrics • Develop tailored strategies to enhance customer satisfaction and retention • Conduct in-depth business reviews and strategic planning sessions with customers • Synthesize customer feedback to drive product and service improvements • Lead initiatives for upselling and cross-selling to maximize account growth • Develop and implement comprehensive retention and expansion strategies • Develop and document the overall customer success adoption strategy and plans • Drive leading metrics of success, including customer health score and adoption rates • Mentor and support junior customer success managers • Lead cross-functional projects to enhance the overall customer experience
Serve as a trusted senior advisor to key stakeholders, expertly managing high-value accounts while aligning tailored solutions with client objectives to drive success. Champion strategic discussions, business reviews, and planning sessions that elevate customer adoption and satisfaction to new heights. Take the lead in overseeing the onboarding and implementation of complex solutions, guaranteeing timely delivery and delivering measurable results that exceed expectations. Leverage in-depth analysis of customer health metrics to craft targeted retention and growth strategies that foster long-term partnerships. Empower junior Customer Success Managers (CSMs) through mentorship, enhancing team performance, and significantly improving client outcomes.
• Contributed to revenue growth by identifying upsell and cross-sell opportunities, resulting in a 5% increase in upsell revenue. • Developed and executed strategies that led to a 9% reduction in customer churn, contributing to long-term customer retention. • Received recognition for outstanding leadership in managing client portfolios. • Developing and managing client portfolios, ensuring sustained business growth and profitability. • Conducting in-depth analysis of customer data to enhance the overall customer experience. • Leading product demonstrations, contributing to successful onboarding and training processes for clients. • Collaborating with other teams to put our customer needs first by tracking customer pain points and voicing their concerns to foster a customer-centric team. • Evaluating and enhancing tutorials and communication infrastructure to improve customer engagement. • Mediated between clients and the organization, addressing, and resolving customer requests and complaints effectively. • Implementing strategies to minimize customer churn and maximize customer value. • Collaborating with cross-functional teams to provide insights for product design and development. • Keeping a high-level view of customer accounts for any potential issues and using those instances to minimize churn, saving both our clients as well as the company money.
• Assisted in product recommendations, client onboarding, new-client implementations, and training to ensure the client experience is seamless and consistent. • Responsible for safeguarding approximately $16M ARR with a 98.8% renewal rate and 12.5%expansion YOY. • Managed a portfolio of strategic accounts including several Fortune 100 enterprises. • Managed and curate existing customer relationships-Customer Success Management (CSM) • Developed and establish new relationships to drive growth and adoption of current investment. • Requested upselling/expansion opportunities. Developed a relevant, actionable customer success plan for Accounts. • Defined and raise awareness of the value enabled by Gigamon customers’ investment. • Served as liaison between customer and departments/teams. • Partnered internally with Services teams to ensure the successful delivery of services and support functions. • Inspired confidence and drive utilization of Gigamon software and services through education and strategy sessions to ensure the customer is successful in their adoption of Gigamon technology. • Educated customers on how to use Gigamon solutions to solve their most demanding business issues. • Utilized CRM tool (Workday/Jira/ChurnZero) to manage workload. Kept CRM tasks up to date with notes, ticket updates and status. • Served as trusted technical advisor to clients and facilitator of additional Gigamon SMEs and functions including explaining documentation and requirements to the customer. • Increased feature adoption of Gigamon software by positioning new features to enhance current and new networking and analytical applications. Demonstrate technical expertise and credibility with admin to C-Suite • Partnered with the account team and renewal managers to ensure renewals are secured.
• Drove fulfillment goals in supporting operations growth; and how the team contributions affect total company profitability. Use workload-planning tools to complete all scheduled workloads. • Reviewed all fulfillments and reporting to identify gaps and develop a plan to resolve them. • Created a scheduling plan in partnership with mgt. based on monthly and weekly fulfillment business workloads. • Managed inventory investment to maximize fill rates and inventory returns. Monitor inventory & forecast accuracy. • Analyzed orders using applicable information, including forecast, historical demand, stocks, and inventory turns metrics. Managing returns for the Insight™ servers shipped from the Seattle location. • Maintained data integrity throughout the systems and reporting tools. Cultivate and procure positive and professional vendor relationships. Track asset stages and locations throughout the deployment process. • Coordinated the shipping of hardware deployments. Track and coordinate the return of hardware for RMAs for both domestic/international locations.
Effectively managed strategic accounts for several Fortune 100 companies, driving an exceptional 98.8% renewal rate and generating an impressive 12.5% growth year-over-year. Drove effective onboarding and training initiatives, ensuring clients fully adopted solutions to maximize their return on investment. Functioned as a key technical advisor, seamlessly connecting customers with internal technical teams to foster collaboration and propel success. Owned and was responsible for the account strategy for engagement, adoption, and success planning. Configured Salesforce to meet business needs by creating custom objects, fields, and workflows. Understand and engage with customers throughout their lifecycle, proactively anticipate their needs, guarantee effortless renewals, and uncover exciting growth opportunities. Managed and curated existing customer relationships-Customer Success Management (CSM). Developed and established new relationships to drive growth and adoption of current investment. Requested upselling/expansion opportunities. Developed relevant, actionable customer success plans. Outlined and raised awareness of the value created by the investments made by Gigamon customers. Partnered internally with Services teams to ensure the successful delivery of services and support. Educated customers on how to use Gigamon solutions to solve their most demanding business issues. Utilized CRM tool (Workday/Jira/Churn Zero) to manage workload. Kept CRM tasks up to date with notes and ticket updates/status. Served as a reliable technical advisor for clients, communicating with Gigamon experts and clarifying documentation and requirements. Drove the adoption of new software features, demonstrating how these enhancements can elevate networking and applications, ultimately maximizing customer value.
• Entered data, ran queries, performed updated and edited databases for procurement agents, management and coordinated with the legal team on legal contracts, and ensured data integrity and timeliness. • Managed the entire procurement pipeline for the team including requesting quotes. Creating requests for Purchase Orders, tracking orders, and managing the team inventory when the equipment arrived on the dashboard. • Communicated with suppliers, procurement agents, and employees to identify and resolve issues with the procurement cycle, quotes, billing, contracts, and documentation discrepancies to ensure contractual compliance. • Monitored requisition activities/checked the accuracy and provided updates to users with SAP technology. • Surpassed all existing SLA and group targets; improved the overall process by recommending improvements. • Reviewed, edited, and presented dashboards and reports to the management team.