Chris Markel
Carlisle,PA
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
6
6
years of professional experience
Work History
Customer Success Manager
HubSpot
01.2022 - Current
- Manage 140+ small-business accounts, totaling over $375,000 in monthly revenue retention (MRR)
- Ranked in the Top 15 Customer Success Managers globally at HubSpot based on Gross Revenue Retention (GRR)
- Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with alternate solutions tailored to individual needs
- Conduct weekly, quarterly and annual customer success reports to ensure customers optimize our product/service, issues are resolved proactively and customer goals are met.
- Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout customer life cycle.
- Work closely with Sales, Support, Billing, and other Technical teams to ensure an exceptional customer experience and take care of any customer issues
- Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
Service Delivery Manager
Computer Aid, Inc.
08.2021 - 01.2022
- Worked as a billable Business Analyst and Assistant Project Manager to Fortune 1000 clients
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Served as a liaison between engineering teams and non-technical stakeholders, ensuring seamless communication throughout project lifecycles.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Coordinate and review / edit proposal input from a variety of stakeholders, typically involving contributions from sales, marketing, product teams, finance, commercial, legal and delivery.
Service Delivery Coordinator
Computer Aid, Inc.
01.2020 - 08.2021
- Collaborated with team members to develop innovative solutions for complex client requirements, resulting in customized service offerings.
- Presented regular updates on account performance to senior leadership, highlighting successes and areas requiring attention.
- Drove process improvements across multiple teams to streamline workflows related to servicing our strategic partners.
Technical Recruiter
Computer Aid, Inc.
09.2019 - 01.2020
- Successfully filled numerous hard-to-source roles by utilizing creative search methods and tapping into niche networks.
- Developed strong rapport with candidates, providing support during interviews, offer negotiations, and onboarding process.
- Coordinated interview scheduling between candidates and hiring managers, ensuring a smooth selection process from start to finish.
IT Sales Development Representative
Iron Mountain
11.2018 - 05.2019
- Increased sales revenue by building strong relationships with clients and providing insightful product recommendations.
- Answered customers' questions regarding products, prices, and availability.
- Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Used CRM software to maintain detailed contact logs and account records.
Business Intelligence Developer
GDC IT Solutions (GDC)
05.2018 - 11.2018
- Improved data gathering, analysis, and visualization procedures with strategic optimizations.
- Improved overall efficiency by automating manual reporting tasks through the development of dynamic BI tools.
- Collaborated with cross-functional teams to gather requirements and create tailored BI reports for stakeholders.
- Optimized data processing for faster insights by designing efficient ETL processes and data models.
Education
Bachelor's degree - Computer Science
Kutztown University of Pennsylvania
01.2018
Minor - Forensic Science and Technology
Kutztown University of Pennsylvania
01.2018
Skills
- HubSpot Expert
- Salesforce
- Looker
- Loom
- SQL, MySQL, Tableau
- Java, C#, Net, Python, C, HTML
- Agile development methodologies
Accomplishments
- President of the Computer Aid, Inc. Young Professionals employee resource group (ERG)
- President of the Computer Aid, Inc. Toastmasters International Club
Timeline
Customer Success Manager
HubSpot
01.2022 - Current
Service Delivery Manager
Computer Aid, Inc.
08.2021 - 01.2022
Service Delivery Coordinator
Computer Aid, Inc.
01.2020 - 08.2021
Technical Recruiter
Computer Aid, Inc.
09.2019 - 01.2020
IT Sales Development Representative
Iron Mountain
11.2018 - 05.2019
Business Intelligence Developer
GDC IT Solutions (GDC)
05.2018 - 11.2018
Bachelor's degree - Computer Science
Kutztown University of Pennsylvania
Minor - Forensic Science and Technology
Kutztown University of Pennsylvania
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