Anthony Skinner
Hanahan,SC
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
14
14
years of professional experience
Work History
Customer Success Team Lead
WorkEasy Software
08.2021 - Current
- Set overall vision for the client success team focusing on leading a positive customer experience and driving growth through renewals, upsells and net retention improvements.
- Drive customer outcomes, product adoption and customer experience while focusing on customer satisfaction.
- Collaborate with sales and marketing teams to optimize upsell strategies the CSM team uses to increase ROI and long term retention.
- Address complex customer issues with urgency utilizing resources across the company while minimizing churn.
- Led initiatives across multiple phases of the customer lifecycle, driving strategic engagement and growth for enterprise-level accounts through tailored solutions and proactive relationship management
- Ensures the customer success team has the necessary tools, resources, and training to effectively manage customer relationships and drive success.
- Conduct regular business reviews with customers to assess satisfaction, address any issues, and align on future goals and plans.
SOLUTION ARCHITECT
SumTotal
05.2019 - 02.2021
- Develop and deliver complex demonstrations and presentations to enhance customer and prospects business operations
- Respond to customer concerns during meetings by articulating clear and concise responses positioning the benefits of the SumTotal solutions
- Assist in response generation to RFI/RFPs and create answers that provide value and benefits to prospects
- Set appropriate expectations during the sales cycle to ensure customer satisfaction
- Schedule meetings with the sales team to discuss and strategize the best ways to position the scope of business
- Travel onsite to meet with potential customers to present to them while using their own branding, verbiage, and logos.
CUSTOMER SUCCESS MANAGER
Benefitfocus
11.2018 - 04.2019
- Primary point of contact for clients responsible for the provisioning and maintenance of their services, managing their services requests, questions, and value is being received from services
- Collaborate with internal teams to ensure actual or potential client issues are surfaced and addressed appropriately and promptly
- Identify internal opportunities and process and service improvement and take action to implement where possible
- Travel to meet with clients onsite to present QBR's, discuss contract renewals and upsell opportunities, and address any concerns
- Responsible for delivering a monthly report to all clients that includes key metrics for the month, trends, and commentary on changes
- Meet with sales and account management monthly to discuss client concerns, strategize where value can be added, and the overall temperature of the client.
LEAD SOLUTION MANAGER
PhishLabs
11.2013 - 08.2018
- Analyzed product performance through account reviews and made recommendations that positively benefit the client by performing external market research
- Responded to customer inquiries in a timely and professional manner and provided specialized support to resolve technical issues related to the installation of products and services
- Provided superior product support through client trainings and offered feedback to clients to help increase interest from qualified applicants
- Traveled to client sites to conduct quarterly account review sessions with clients, showing them the best ways to improve and streamline hiring solutions through Careerbuilder related products to increase ROI
- Analyzed internal data and made recommendations based on the market and current competition
- Worked with the IT and business teams to move products forward, including testing and launching the product
- Organized and led team efficiency meetings to promote new strategies, develop process improvements, and recommend annual budget changes.
Account Manager Team Lead
CareerBuilder
07.2010 - 10.2013
- Analyzed internal data and made recommendations based on the market and current competition
- Worked with the IT and business teams to move products forward, including testing and launching the product
- Organized and led team efficiency meetings to promote new strategies, develop process improvements, and recommend annual budget changes
- Accountable for sales incentive compensation plan administration, including contract approval
- Prepared documents and monitored results for commission calculations and payments
- Reviewed and reconciled quota attainment
- Solved statement/contract disputes.
Education
Bachelor of Science (B.S.) - Management
LOUISIANA STATE UNIVERSITY
05.2001
Skills
- Customer Relationship Management
- Time Management
- Friendly, Positive Attitude
- Critical Thinking
- Microsoft Office
- Team Management
- Organizational Skills
- Problem-Solving
Timeline
Customer Success Team Lead
WorkEasy Software
08.2021 - Current
SOLUTION ARCHITECT
SumTotal
05.2019 - 02.2021
CUSTOMER SUCCESS MANAGER
Benefitfocus
11.2018 - 04.2019
LEAD SOLUTION MANAGER
PhishLabs
11.2013 - 08.2018
Account Manager Team Lead
CareerBuilder
07.2010 - 10.2013
Bachelor of Science (B.S.) - Management
LOUISIANA STATE UNIVERSITY
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