Adam Shun
Edison,New Jersey
Summary
Accomplished Director of Customer Success at Salesforce, adept in leveraging data-driven decision-making and exceptional relationship-building skills to enhance customer satisfaction and team efficiency. Spearheaded initiatives that significantly improved client retention and revenue growth. Excelled in mentoring and leading cross-functional teams to exceed client expectations, showcasing a commitment to excellence and collaborative success.
Overview
36
36
years of professional experience
Work History
Director of Customer Success
Salesforce
2015.01 - Current
- Streamlined internal processes to optimize team efficiency and deliver faster results to clients.
- Enhanced overall customer experience through consistent communication, feedback analysis, and process improvements.
- Provided comprehensive training programs for Customer Success team members, ensuring high-quality service delivery across all touchpoints.
- Improved customer satisfaction rates by implementing targeted customer success strategies and providing personalized support.
- Led cross-functional teams in the design and execution of customer success initiatives, resulting in higher client satisfaction scores.
- Developed and maintained long-term client relationships for increased retention and revenue growth.
- Developed and executed successful client onboarding programs, resulting in increased satisfaction rates and faster time-to-value realization for new customers.
- Leveraged CRM tools to manage all aspects of the customer journey, increasing visibility into each account's status and progress towards goals.
- Served as an escalation point for resolving complex client issues, restoring trust in company products/services when needed.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Director of Program Management
Capgemini Financial Services
2013.12 - 2015.01
- Mentored junior team members, fostering professional growth and skill development.
- Conducted regular technical meetings and program briefings for corporate management and customer personnel.
- Tracked KPI and monitored net profitability of assigned agreements.
- Maintained productive communications with corporate management and customer representatives.
Platoon Sergeant
United States Army
1988.11 - 1991.09
- Trained, supervised and organized over 40 soldiers and personnel.
- Promoted safety awareness within the platoon, significantly reducing accidents during training exercises and deployments.
- Ensured mission success by effectively overseeing daily operations, personnel assignments, and equipment maintenance.
Education
MBA - Business
Pace University
New York, NY06.1999
BBA - Management Information Systems
Baruch College of The City University of New York
New York, NY06.1994
Skills
- Client Advocacy
- Customer Segmentation
- Customer Support
- Data-driven decision-making
- Teamwork and Collaboration
- Problem-solving abilities
- Excellent Communication
- Team Leadership
- Effective Communication
- Relationship Building
Timeline
Director of Customer Success
Salesforce
2015.01 - Current
Director of Program Management
Capgemini Financial Services
2013.12 - 2015.01
Platoon Sergeant
United States Army
1988.11 - 1991.09
MBA - Business
Pace University
BBA - Management Information Systems
Baruch College of The City University of New York
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