James Baird
Hollister
Summary
Customer Success Manager with 20 years of experience in onboarding and relationship management. Demonstrated ability to measure customer satisfaction and drive retention through strategic communication. Expertise in cross-functional collaboration to enhance customer experiences and achieve business objectives.
Overview
14
14
years of professional experience
Work History
Customer Success Manager
Axway
San Jose
04.2017 - 10.2022
- Managed customer onboarding processes for software integration and product adoption.
- Collaborated with cross-functional teams to resolve customer inquiries and issues.
- Conducted regular check-ins with clients to ensure satisfaction and retention.
- Created reports on customer usage trends to inform strategic decisions.
- Led initiatives to streamline communication between clients and support teams.
- Established processes for measuring customer satisfaction rates across multiple channels.
- Developed and maintained customer success documentation and resources.
- Conducted regular business reviews with customers to understand their needs and adjust strategies accordingly.
- Managed and maintained a portfolio of key accounts, fostering long-term relationships.
Customer Success Manager
Proofpoint
Sunnyvale
07.2008 - 01.2017
- Developed training materials to enhance user engagement with digital solutions.
- Analyzed customer feedback to identify opportunities for service improvement.
- Facilitated workshops to educate customers on product features and best practices.
- Managed customer inquiries and complaints in a professional manner.
- Conducted regular check-ins with clients to ensure their needs were met.
- Provided guidance on how customers can maximize the value they receive from products and services.
- Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
- Met with customers to discuss best practices and drive outcomes.
- Developed and maintained customer success documentation and resources.
Education
Associate of Arts -
West Valley College
Saratoga, CA06-1988
Skills
- Customer relationship management
- Software integration
- Onboarding management
- Customer success documentation
- Data analysis and reporting
- Product knowledge
Timeline
Customer Success Manager
Axway
04.2017 - 10.2022
Customer Success Manager
Proofpoint
07.2008 - 01.2017
Associate of Arts -
West Valley College