Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
GeneralManager
AMBER HEINZ

AMBER HEINZ

Summary

Experienced Customer Success Manager with a focus in Talent Management SaaS tools. Dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the customer experience.

Overview

19
19
years of professional experience

Work History

Sr. Customer Success Manager

Beamery
06.2022 - 01.2023
  • Provide day to day support for 10-12 enterprise level clients with deployment, system adoption, best practices and overall client relationship management
  • Being the “voice of the customer” and acting as their internal advocate within Beamery
  • A liaison between product management and the customer with a focus on communicating the Beamery roadmap and how the roadmap will influence customer activities
  • Prioritizing and driving resolution on escalated customer issues
  • Support clients with sales including renewals and upsells for additional products and services.
  • Monitored metrics and developed actionable insights to help client improve performance and adoption.

Customer Success Manager

Infinite Talent
10.2021 - 05.2022
  • Provide day to day support for 10-12 enterprise level clients with deployment, system adoption, and overall client relationship management across all Infinite Talent Acquisition solutions
  • Responsibilities include project management of any deployments or system optimization efforts; consulting and recommendations on industry best practices; escalation point for any services or support related issue; training/knowledge sharing on system functionality, new feature adoption, and overall system roadmap
  • Monitored metrics and developed actionable insights to improve efficiency and performance
  • Support clients with sales include renewals and upsell for additional products and services including present scope of services and negotiating contract terms.

Sr. Customer Success Manager

IBM Talent Management Solutions
05.2013 - 10.2021
  • Provide day to day support for assigned IBM clients with deployment, system adoption, and overall client relationship management across all Kenexa Talent Management solutions
  • Responsibilities include project management of any deployments or system optimization efforts; consulting and recommendations on industry best practices; escalation point for any services or support related issue; training on system functionality, new feature adoption, and overall system roadmap; and regular business reviews with clients.

Talent Management Advisory Consultant

IBM Talent Management Solutions
  • Managing and implementing transformational consulting services to small, medium, and enterprise level clients
  • This can include conducting surveys and assessment, proposing recommendations, delivering robust change management plans, and providing return on investment analysis
  • Conducting research and preparing internal and external case studies and leading practice white papers
  • Mentoring and coaching other internal consultants on leading practices and consulting services.

Implementation Consultant

IBM Talent Management Solutions
  • Manage client implementations of the IBM Kenexa BrassRing system by developing a strategy in line with their corporate objectives and expectations
  • Responsible for managing multiple implementation projects by leveraging technical and industry expertise
  • Provide project management including project planning and scope management in conjunction with the assigned Project Manager

Project Manager

H&R Block
09.2003 - 05.2013
  • Talent Acquisition
  • Systems Administrator for current Applicant Tracking Systems, iCIMS and,
  • Work on recruiting related projects as a project manager and subject matter expert including implementation of 3 different Applicant Tracking Systems
  • Most recently the implementation of Kenexa BrassRing with a successful deployment to our tax field in order to hire 90,000 seasonal tax associates nationwide
  • Vendor Management with various third party vendors including background checks, assessments, job distribution, and applicant tracking systems
  • Led process improvements projects related to tax season readiness, system enhancements, reporting and metrics, and sourcing strategies.

Sr. Recruiter

H&R Block
  • Responsible for all facets of the recruiting life cycle including, but not limited to planning, sourcing, attraction, assessment, selection, close/negotiation activities and orientation/on-boarding
  • Subject matter expert in staffing-related issues and partner with hiring managers and respective HR Representatives to ensure high quality candidates and new hires
  • Provide mentorship and professional leadership to less experienced recruiters on the team and/or may be assigned positions that are deemed to be highly complex and difficult to fill.

Education

Bachelor of Arts (BA) - Psychology, Philosophy

ROCKHURST COLLEGE

Skills

  • Proficient in Microsoft Word, Excel, Access, and PowerPoint
  • Applicant Tracking Systems including: OpenHire, iCIMS, and IBM Kenexa Talent Suite
  • Salesforce, Gainsight, Zendesk, Jira and Catalyst for client sales and service tracking
  • HRIS: PeopleSoft, Workday, Oracle
  • Certified Infinite Talent Suite and Beamery CRM
  • Customer Retention
  • Effective Customer Communication
  • Strategic Account Management
  • Best Practices and Methodologies
  • Hiring Strategies
  • Problem Resolution

Affiliations

Society for Human Resource Management (SHRM)

Timeline

Sr. Customer Success Manager

Beamery
06.2022 - 01.2023

Customer Success Manager

Infinite Talent
10.2021 - 05.2022

Sr. Customer Success Manager

IBM Talent Management Solutions
05.2013 - 10.2021

Project Manager

H&R Block
09.2003 - 05.2013

Talent Management Advisory Consultant

IBM Talent Management Solutions

Implementation Consultant

IBM Talent Management Solutions

Sr. Recruiter

H&R Block

Bachelor of Arts (BA) - Psychology, Philosophy

ROCKHURST COLLEGE

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AMBER HEINZ