Ralph Mabvudza
Calgary,AB
Summary
Customer Success professional with 5 years of B2B SaaS experience in endpoint security and threat intelligence. Proven track record of driving value through strategic relationships and product adoption. Skilled at translating complex cybersecurity concepts into actionable outcomes.
Overview
6
6
years of professional experience
4
4
Certification
Work History
Project Manager| Professional Services
BeyondTrust
Calgary, AB
03.2022 - Current
- Hosted kickoff and project status review meetings with clients to build relationships, driving effective work effort toward meeting business and project outcomes.
- Conducted regular status meetings with internal teams and customer teams to track progress against established milestones.
- Created project plans with established timelines, assigned appropriate teams, and managed workflow throughout implementation and integration engagements.
- Drafted reports summarizing progress made on projects for review by executive leadership team.
- Managed 30+ projects with competing deadlines simultaneously.
- Owned high-priority project risks, escalated to executive leadership, facilitated immediate intervention, and maintained project momentum.
- Contributed to the development of processes that enabled consistent, on-time deliverables to customers, per timelines.
- Developed solutions to project risks and issues, meeting quality and timeline goals and objectives.
Customer Success Manager | Professional Services
BeyondTrust
Halifax, NS
02.2021 - 03.2022
- Hosted kick-off and success planning calls, collecting customer usage data and experience reports to create quarterly success plans.
- Managed quarterly success plans, ensuring customers reached target operations milestones within agreed-upon time limits.
Contributed to customer QBRs with support from the sales team, delivering value realization metrics to C-suite executives, and other business stakeholders. - Contributed to the development of documents and Customer Success best practices in a newly formed department.
- Contributed to the creation of key success metrics for Customer Success for the Privilege Management Cloud solution, based on an understanding of the product and customer use cases.
- Boosted customer satisfaction by working with Technical Account Management, Professional Services, Support, Renewals & Sales teams to resolve customer escalations and inquiries.
- Recommended technical platform improvements to customers and demonstrated potential cost reductions and process improvements.
- Assisted with internal procedural documentation and process development.
Customer Success Manager - Splunk | Contractor
Blue Ocean
Halifax, NS
02.2019 - 02.2021
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Enhanced client use-case inventories, adding significant value from purchased solutions.
- Uniquely identified opportunities to accelerate product adoption, leveraging internal tools.
- Lead reviews of executive dashboards, reviewing KPIs to provide distinctive insight and communicate business value
- Recommended improvements to customers, and demonstrated potential cost reductions and process improvements using outlined best practices and documentation.
- Supported growth in newly onboarded senior-level customer success managers.
- Contributed to creating comprehensive training materials, such as video guides and SOPs.
Education
Bachelor of Environmental Studies - Environment And Management
Saint Mary's University (Grad)
Halifax, NS09-2016
Certification
- CompTIA Security
- PMI - PMP Project Management Professional
- Success Coaching CSM Level 1
- Lean 6 Sigma Yellow Belt
Accomplishments
- Contributed to a significant cloud renewal deal, collaborating with customer teams to address adoption challenges and product issues. Facilitated user training and expansion workshops, supporting the customer's growth from 600GB to 1TB license size.
- Honored with the 2020 Customer Success Manager Unsung Hero Award for effectively applying best practices and developing innovative strategies to increase adoption in multiple high-value accounts.
- Recognized at the 2022 company kickoff for successfully leading a cross-functional effort to onboard a complex enterprise client. Developed a strategic, goal-driven plan that turned a challenging implementation into a smooth customer success story.
- Promoted to the project management team after one year, reflecting consistent performance in driving project completion through detailed planning and effective stakeholder management. Nominated for the 2023 Core Values Award in Accountability, underscoring a commitment to delivering results.
Skills
- Project development
- Systems implementation
- Workforce training
- Project tracking
- Client relations
- Customer relations
- Revenue growth
- Key accounts development
- Account management
- Inter-department collaboration
- Cross-functional coordination
Timeline
Project Manager| Professional Services
BeyondTrust
03.2022 - Current
Customer Success Manager | Professional Services
BeyondTrust
02.2021 - 03.2022
Customer Success Manager - Splunk | Contractor
Blue Ocean
02.2019 - 02.2021
Bachelor of Environmental Studies - Environment And Management
Saint Mary's University (Grad)
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