Altamar Knighton
Avenel,NJ
Summary
A versatile customer success and client partnership savant! With the ability to discover and resolve all analytical issues for enterprise clients as well as the ability to manage complex projects for world leading companies within the Technology, Engineering, AI and Telecom industries.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Polymer Dynamix
South Plainfield, NJ
03.2017 - Current
- Developed and implemented customer success plans to ensure that customers are achieving their desired outcomes.
- Identified, implemented and enhanced marketing strategies by accounting for factors such as organizational objectives, market trends and costs.
- Facilitated smooth service delivery and followed up after sales to offer additional support and capitalize on cross-selling opportunities.
- Developed relationships with key decision makers at target accounts in order to increase renewal rates across all accounts managed by the team.
- Prepared documentation, reports and logs to identify and manage sales metrics and statistics to management and stakeholders.
- Actively sought out opportunities for growth within existing accounts through additional offerings or upgrades based on individual needs identified during conversations with clients.
- Created personalized onboarding experiences for new customers, including assigning appropriate resources, setting up goals and objectives, and providing best practices advice.
Customer Success Manager III
Equinix Inc
Manhattan, NY
02.2016 - 01.2018
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
- Facilitated webinars and workshops designed to educate customers on the features of the product and service they purchased.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Demonstrated and explained product features and benefits to overcome customer objectives.
- Worked closely with marketing teams to create targeted campaigns aimed at increasing customer engagement levels.
- Collaborated with sales teams to develop strategies for upselling and cross-selling products or services.
- Organized user group meetings between existing customers who could benefit from sharing knowledge about the product and service being used.
- Tracked customer satisfaction metrics such as product usage, adoption rates, engagement levels, retention rates, and feedback surveys.
Implementation Engineer
Equinix Inc
Redwood City, CA
06.2014 - 02.2016
- Established all technical project requirements and maintained effective professional relationships with clients
- Managed full project lifecycles beginning at inception and ending with customer facing deployments
- Implemented procedural updates to correct deficiencies and improve operations
- Researched and identified execution of neural networks in relation to self-healing power distribution grids
- Assisted external customers, including technicians, solution architects and engineers, in understanding standard policies and guidelines
- Developed reporting plans, practices and standards to codify operational guidelines and enhance performance
- Co-designed and implemented engineering projects that exceeded client expectations and bolstered revenue opportunities.
Senior Client Services Manager
Black & Veatch
Paramus, NJ
11.2012 - 06.2014
- Oversaw budgets for project, tracked expenses and timelines and communicated with key stakeholders on milestones
- Navigated cross-functional collaboration to deliver sales forecasts and align delivery with objectives and client expectations
- Established relationships with contractors providing updates on contracts and possible re-negotiations, which resulted in a 20% increase of site builds
- Developed reports outlining performance by tracking KPIs associated with client service
- Established expectations for deliverables and oversaw adherence to client contract requirements
- Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care
- Updated clients on consistent basis regarding projects and answered questions quickly and with knowledgeable support.
Project Performance Analyst
Black & Veatch
Paramus, NJ
11.2012 - 06.2014
- Effectively controlled the release of proprietary and confidential information for general client lists
- Determined and tracked budget expenses with accuracy and transparency
- Aided senior leadership during executive decision-making process, generating daily bond Excel reports to recommend corrective actions and improvements
- Generated reporting packages for areas such as business performance results
- Strengthened operational efficiencies and trace-ability, developing organization systems for municipal bond transactions and sales
- Streamlined cost analysis process by creating and implementing new, more efficient policies and procedures
- Reviewed blueprints, drawings and other specifications to fully understand project expectations
- Organized projects by
Education
Bachelor of Arts - Social Sciences
Montclair State University
Bachelor of Arts - Finance
Montclair State University
Associate of Science - Public Health
Montclair State University
Skills
- Reporting and analysis
- Reporting and documentation
- Data Collection and Analysis
- Project Estimation
- Technical Troubleshooting
- Contract Preparation and Management
- Multitasking
- Microsoft Office
- Impact Assessment
- Critical thinking
- Root cause analysis
- Problem resolution
- Sales process engineering
- Account management
- Zendesk
- Salesforce
- Exceptional interpersonal
- Communication
- Product Delivery
- Expert Ability to navigate CRM
- Systems Cross-Functional
- Relationship Manager
- KPI Analytics
- Written and Verbal Communication
- Oracle Quarterly Business Review
- SaaS Customer Support
- NetSuite
- Zoho Projects
- HubSpot
- Adaptive team player
- Software implementation
- Technical analysis
- Project oversight
- Product deployment
- Software data migration
- Cross-selling and up-selling
- Multidisciplinary team leadership
- Key account development
Certification
- Sep-2017 Practical CSM's Certified Customer Success Management Professional (CCSMP) Customer Success Certification
- Aug-2016 Six Sigma Yellow Belt
- Jun-2015 Chartered Wealth Manager (CWM), certified by the American Academy of Financial Management
- Jul-2014 Osha 30 Hour Certification
- Apr-2012 Osha 10 Hour Certification
Accomplishments
- Accomplished a 87% success rate while serving as a third level contact for customer escalations
- Co-Managed all facets of projects, from design development through delivery and implementation for more than 75 projects in 4 quarters
- Developed Sales-force tools, reports and accounting processes to track sales operation activities and all prepost implementation adoption activities
- Cross-sold services at a rate of 30%, upgrading customers to different plans and product packages
- Performed competitive analysis to make recommendations for future company growth
- Completed UAT testing on Global Company Systems in which we focused 100% on the feedback given by customer and their user experience
- The result was a 57% increase of satisfaction internationally
- Managed a team of 4 associate managers in which we were able to successfully role out a new training module for new hires that effectively focused on new managing enterprise accounts.
Hobbies and Interests
- Novo Nordisk Volunteer & Half Marathon Runner
- Equinix Volunteer Book Reader
- College Against Cancer Volunteer
- Open Homes Volunteer
- Best Friends Animal Society
- The Humane Society
References
References available upon request.
Timeline
Customer Success Manager
Polymer Dynamix
03.2017 - Current
Customer Success Manager III
Equinix Inc
02.2016 - 01.2018
Implementation Engineer
Equinix Inc
06.2014 - 02.2016
Senior Client Services Manager
Black & Veatch
11.2012 - 06.2014
Project Performance Analyst
Black & Veatch
11.2012 - 06.2014
Bachelor of Arts - Social Sciences
Montclair State University
Bachelor of Arts - Finance
Montclair State University
Associate of Science - Public Health
Montclair State University
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