Andrew Craig
Fort Myers
Summary
Client Success expert with 7 years experience in driving customer satisfaction and retention. Proven track record of fostering strong client relationships, resolving issues quickly, and ensuring client needs are met. Strong focus on team collaboration and delivering results through adaptability and strategic thinking. Skilled in client communication, problem-solving, and project management.
Overview
11
11
years of professional experience
Work History
Client Success Manager
Gartner Inc.
03.2022 - Current
- Strategically understand Global Enterprise client base in the High-Tech and Service Provider Industry clients’ current and future critical priorities and initiatives to drive client value and engagement that leads to renewal of their Gartner service holding a territory responsibility for $8 million dollars in contract value
- Highest Quartile Performer in conducting Strategic Business Reviews every 60 days (70%), capturing client's Business Critical Initiatives (90%), and Value Statements (60%).
- Improved client retention rates by 15% with proactive account management and personalized solutions.
- Participated in strategic planning meetings to align department objectives with broader company goals related to client success management efforts.
- Streamlined communication between clients and internal teams for smoother project execution.
- Collaborated with cross-functional teams to develop innovative, client-centric strategies and drive business growth.
- Managed a diverse portfolio of clients, ensuring timely delivery of products and services to meet their unique needs.
- Hosted daily status calls and weekly ad hoc meetings with clients to promote client satisfaction and keep all parties abreast of changing environment.
- Mentored junior team members in best practices for managing complex accounts and exceeding client expectations.
Client Success Partner
Gartner Inc.
07.2018 - 02.2022
- Managed a diverse portfolio of clients, ensuring timely delivery of products and services to meet their unique needs.
- Collaborated with cross-functional teams to develop innovative, client-centric strategies and drive business growth.
- Hosted daily status calls and weekly ad hoc meetings with clients to promote client satisfaction and keep all parties abreast of changing environment.
Sr. Sales Support Specialist
Gartner Inc.
09.2013 - 07.2018
- Responsible for organizing and processing Sales contracts through internal systems in a timely manner
- Create regional based reports and collaborate with teams around the globe
- Confirm accuracy and quality of credit amounts owed to clients
- Facilitated communication between sales representatives and other departments to streamline workflow processes.
- Optimized CRM system usage for better tracking of client interactions and improved data-driven decision-making capabilities.
Education
Bachelor of Science Degree - Marketing
Florida Gulf Coast University
Fort Myers, FloridaAssociate of Science Degree - Business Administration and Management
Edison State College
Fort Myers, FloridaSkills
- Problem-Solving Abilities: Identifying challenges and developing effective solutions that align with both client needs and company goals This ensures that issues are resolved efficiently, enhancing client satisfaction and loyalty
- Analytical Skills: The ability to analyze data and client feedback is crucial for understanding trends, measuring success, and identifying areas for improvement This analytical approach enables me to make informed decisions and provide strategic recommendations to clients
- Continuous Improvement Mindset: A focus on continuous improvement drives me to seek out opportunities for enhancing processes, client interactions, and service delivery This proactive approach ensures that clients consistently receive the best possible support and value from the company’s offerings
- Client engagement
- Project management
- Relationship management
- Customer retention
- Stakeholder relationships
- Growth strategies
- Technology integration
Timeline
Client Success Manager
Gartner Inc.
03.2022 - Current
Client Success Partner
Gartner Inc.
07.2018 - 02.2022
Sr. Sales Support Specialist
Gartner Inc.
09.2013 - 07.2018
Associate of Science Degree - Business Administration and Management
Edison State College
Bachelor of Science Degree - Marketing
Florida Gulf Coast University