Summary
Overview
Work History
Education
Skills
Careerfocus
Technicalacumen
Clearances
Awards
Volunteer Experience
Professional Development
Timeline
Generic

ARTHUR CLARK

Port Tobacco,USA

Summary

Commendable track record in the execution of assigned career accountabilities. Highly competent team player and leader whose drive for continuous innovations and success resulted to significant improvement to customer's business processes while achieving growth in the company's overall revenue. Performs an immense job in starting and managing any project. His experience of over 20 years, has armed him with solid knowledge, insights and leadership skills. Values the principle of lifelong learning and realized it through professional development and trainings. Successfully, employs these learning in the working environment.

Overview

26
26
years of professional experience

Work History

Senior Customer Success Manager

Synack, Inc
05.2023 - 07.2024
  • Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
  • Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
  • Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
  • Analyzed customer data to identify trends and develop strategies to improve customer success metrics.

SENIOR CUSTOMER SUCCESS MANAGER Strategic Accounts

Moveworks
10.2021 - Current
  • Experienced and dedicated Customer Success Manager for Strategic Accounts
  • Owns end-to-end customer success - draws from deep product knowledge to ensure technical solution fit for customer business requirements and enterprisewide initiatives
  • Well-informed Business relationship manager; Voice of and Customer Advocate
  • Develops and maintains trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption, while ensuring customers are leveraging the solution to achieve full business value
  • Key Contributions and Results:
  • Turned several challenging customers into reference customers and expanded the overall footprint while increasing ARR
  • Helped build and grow team into own vertical and serve as team lead among new hire CSM's
  • In line for managerial role as team continues to grow

SENIOR CUSTOMER SUCCESS MANAGER

OKTA, USA
01.2017 - 10.2021
  • Experienced and dedicated Customer Success Manager
  • Owns end-to-end customer success - draws from deep product knowledge to ensure technical solution fit for customer business requirements and enterprise-wide initiatives
  • Well-informed Business relationship manager; Voice of and Customer Advocate
  • Develops and maintains trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption, while ensuring customers are leveraging the solution to achieve full business value
  • Key Contributions and Results:
  • Turned several challenging customers into reference customers and expanded the overall footprint while increasing ARR
  • Helped build and grow team into own vertical and serve as team lead among new hire CSM's
  • In line for managerial role as team continues to grow
  • Worked to develop Center Of Excellence model for Enterprise governance of Moveworks technology to drive business transformation

CUSTOMER SUCCESS DIRECTOR

ORACLE Corporation
10.2004 - 07.2017
  • Simultaneously, maintained and formulated strategic business relationships with client while ensuring the quality and successful implementation and utilization of all ORACLE product and services
  • Responsible for providing Life Cycle and Project Management guidance on multiple key projects to compromise customers' satisfaction and ORACLE success
  • Safeguarded the support annuity revenue and success of cross line of business account goals, while driving best practices and customer success for on-premise and CLOUD Solutions
  • Key Contributions and Results:
  • Collaborated provided leadership within the account team on product expansion, thus escalating annual recurring support revenue from $26M - $44M in the Department of Treasury
  • Oversight and maintained $60M in ORACLE SUPPORT annuity for 400 plus contracts and 130 plus public sector customers
  • Provided account management leadership and support for the Commonwealth of Virginia, Pennsylvania and Massachusetts with other cities and state agencies

SENIOR SYSTEMS ENGINEERING SPECIALIST

ORACLE Corporation
04.2001 - 10.2004
  • Actively involved in directing and assisting the entire team, providing his insights and expertise in solving problems which would likely occur in the application life cycle process
  • Determined a set of expectations required of the technical staff while providing leadership and support to the project
  • Key Contributions and Results:
  • Recommended hardware, software, staffing requirements, skills and expertise needed to successfully complete projects
  • Directed DBA's staff and developers overseeing training and preparing delivery timelines for projects along with other managerial duties
  • Led the installation, maintenance and upgrade assistance of ORACLE's ERP and CRM applications suites and ORACLE databases for several clients
  • These duties include but not limited to patch application, instant refreshes, SR resolution, system administration, tuning, backup and recovery planning/implementation, Web and Form Server administration
  • Moreover, these duties were performed remotely and on-site for clients with contract to DTC
  • Created and managed DTC's Remote Database Administration Service
  • Key Contributions and Results:
  • Built and developed company's remote monitoring and database administration services
  • The company was able to expand its portfolio of DBA consulting service offerings
  • It elevated customer base and profit margin of company

SENIOR APPLICATIONS DBA

DTC Global Services
11.2000 - 04.2001

SENIOR DATABASE ADMINISTRATOR / CONSULTANT

TRANTECH Corporation
04.1999 - 11.2000
  • Worked as a DBA consultant undertaking responsibilities as a subcontractor on a contract with Department of Treasury and Internal Revenue Service
  • Tasked to do installation and administration of an ORACLE 7.3.4, 8.0 & 8.i Database(s) and ORACLE WEB APPLICATION SERVER
  • Functioned as senior adviser to technical staffs, giving insights about DBA, Systems and Network Administrator

Education

Bachelor of Science - Business Administration Concentration Management of Information Systems

Drexel University
Philadelphia, PA
01.1992

Skills

  • Customer Success Management
  • Strategic Planning
  • Problem Resolution
  • Customer Relations
  • Collaborator
  • Organizational Leadership
  • Staff Management
  • Business Intelligence
  • Productivity Improvement
  • MS Office Suite
  • Cloud Services
  • SaaS
  • PaaS
  • IaaS
  • SalesForce
  • Gainsight
  • GSuite

Careerfocus

Customer Success Management / IT Management

Technicalacumen

  • MS Office Suite
  • Cloud Services - SaaS, PaaS, IaaS
  • SalesForce
  • Gainsight
  • GSuite

Clearances

  • Secret, Department of Defense
  • Top Secret, Department of Justice
  • Secret, US Department of Treasury

Awards

  • ORACLE Pace Setters Award
  • 2010
  • 2012
  • 2014

Volunteer Experience

  • Senior Pastor, Agape Family Faith Center
  • Youth Mentor, Multiple Community Outreach Endeavors

Professional Development

  • ITIL Foundations and Practitioner Certifications, 2010
  • ORACLE Management, Academy Training, 2009
  • ORACLE Leadership, Academy Training, 2017
  • Certified Life Coach, Genesis International
  • Certified Marriage Coach, Family Dynamics, Inc.

Timeline

Senior Customer Success Manager

Synack, Inc
05.2023 - 07.2024

SENIOR CUSTOMER SUCCESS MANAGER Strategic Accounts

Moveworks
10.2021 - Current

SENIOR CUSTOMER SUCCESS MANAGER

OKTA, USA
01.2017 - 10.2021

CUSTOMER SUCCESS DIRECTOR

ORACLE Corporation
10.2004 - 07.2017

SENIOR SYSTEMS ENGINEERING SPECIALIST

ORACLE Corporation
04.2001 - 10.2004

SENIOR APPLICATIONS DBA

DTC Global Services
11.2000 - 04.2001

SENIOR DATABASE ADMINISTRATOR / CONSULTANT

TRANTECH Corporation
04.1999 - 11.2000

Bachelor of Science - Business Administration Concentration Management of Information Systems

Drexel University

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ARTHUR CLARK