Summary
Overview
Work History
Education
Skills
Profile
Timeline
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Christopher Frank

Clinton,USA

Summary

Dynamic Customer Success Manager with a proven track record at Veracode, enhancing client engagement and satisfaction through strategic planning and data-driven success metrics. Expert in CRM software and cross-functional coordination, achieving a 36% reduction in security flaws while mentoring teams to optimize customer relationships and drive product adoption. Versatile, adaptable, and highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.

Overview

16
16
years of professional experience

Work History

Lift Operator

Wachusett Mountain Ski Area
Westminster, MA
12.2024 - 04.2025
  • Learned and enforced lift rules, policies and procedures.
  • Ensured efficient lift operations by coordinating with other team members and maintaining clear communication.
  • Performed pre-operation inspections and post-operation shutdown procedures.
  • Provided excellent customer service, answering questions about mountain trails, directions, and resort facilities as needed.
  • Managed crowd control efficiently during peak hours, ensuring a smooth flow of traffic from loading zones onto ski lifts without incident or delay for guests.
  • Helped guests get on and off lift.
  • Improved safety record by rigorously adhering to safety protocols and conducting regular training sessions.

Customer Success Manager

Veracode
Burlington, USA
11.2021 - 04.2024
  • Create, build, promote, and maintain strong account relationships through strategic goal planning to enhance all essential activities in securing the entire Software Development Lifecycle (SDLC).
  • Led a portfolio of 15-20 accounts, ranging from SMB, Strategic, and Enterprise markets; building strong relationships to foster growth and increase value.
  • Improved customer engagement/satisfaction for smaller market customers through tactical meetings, workshops, and training sessions. to increase product adoption, reduce security debt and risk, and increase resolution times.
  • Customized data-driven success plans, KPIs, to meet business objectives, security standards, and showcase ROI.
  • Lead and facilitated cross-departmental meetings to improve product adoption, reduce security debt and risk, and increase resolution times (avg 36% reduction in flaws).
  • Develop & present business kickoffs, onboarding, outcome success plans, product demonstrations, business reviews to Executives, Security Leads, and Developers (upwards of 100+ attendees, in person & remote).
  • Record keeping for customer accounts through SalesForce and ClientSuccess.
  • Organized and assisted in numerous successful renewals with trending upsell.
  • Acted as customer advocate and consultant for customer needs,influencing product development, increasing adoption through integration, automation.
  • Certified Software Security Lifecycle Professional (CSSLP) Certification Course.
  • Mentorship/Onboarding of 3 fellow CSMs.

Application Specialist

MEDITECH
Framingham, USA
11.2012 - 11.2021
  • Point person for enterprise level EHR accounts providing critical technical support that impacts data integrity, network/ hardware malfunctions and instabilities, while managing large scale IT projects.
  • Provide technical support for 70+ hospitals and facilities nationwide.
  • Prioritize incoming tasks to assure critical situations are resolved in a timely manner.
  • Investigate and troubleshoot hardware and software malfunctions.
  • Retrieve and replay data activity during disaster recovery events, ensuring data integrity and reporting capabilities are successful.
  • Assist in attestations and compliance for HIPAA, ARRA Meaningful Use and CMS regulations to meet current security and government specifications.
  • Coordinated 100+ server migrations/hardware upgrades with Dell, Citrix, Cisco, and others.
  • Appointed to lead a new data transfer method (Transaction Server Capture), that increased efficiency and server performance.
  • Use intermediate SSMS querying tools to verify and validate data on a daily basis.
  • Create educational tutorials through Adobe Captivate and Google Storyboard directed to end-users and customers.
  • Oversee and facilitate server migrations, including hardware and software, with both customers and 3rd Party Vendors to create a workable time frame and to reduce system downtimes.
  • Led team building exercises.

Key Associate

Legal Sea Foods
Framingham, MA
05.2016 - 04.2019
  • Assist front of house management to ensure guests have a positive dining experience, through overseeing operations, supervision, and problem resolution.
  • Other duties included Bussing, Food Running, Take Out dining.
  • Performed opening and closing procedures for the store.
  • Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
  • Provided support to servers when needed during busy periods or peak hours.
  • Promoted a positive work environment by encouraging collaboration among team members.
  • Handled complaints, settled disputes and resolved customer conflicts.
  • Improved customer service by setting expectations and coaching employees on proper service etiquette.

Guest Services & Hospitality

Hershey Park
Hershey, PA
05.2009 - 08.2011
  • Customer forward representative to happily greet guests, answer questions, resolve conflicts, to ensure all guests experience a positive memory.
  • Ticket Sales, Guest Services, Hospitality.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Identified needs of customers promptly and efficiently.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.

Education

Business Administration - Organizational Leadership & SMB

Southern New Hampshire University
Manchester, NH
01.2012

Skills

  • Customer success and support
  • Project management
  • Outcome planning
  • CRM software
  • Cross-functional coordination
  • Client service optimization
  • Customer onboarding
  • Chat platforms
  • Customer retention
  • Customer advocacy
  • Key accounts development
  • Customer relationship building
  • Strategic planning
  • Staff mentoring & leadership
  • Performance tracking and evaluation
  • Analytical thinking
  • Adaptability
  • Business analysis
  • Computer skills
  • Task prioritization
  • Public speaking
  • Effective communication
  • Adaptability and problem solving
  • Remote work proficiency
  • Data analysis
  • Microsoft Looker and SQL
  • SaaS expertise
  • Microsoft Office Suite proficiency
  • Salesforce and Client Success knowledge
  • Customer account management
  • Team leadership

Profile

https://www.linkedin.com/in/christopher-frank-j

Timeline

Lift Operator

Wachusett Mountain Ski Area
12.2024 - 04.2025

Customer Success Manager

Veracode
11.2021 - 04.2024

Key Associate

Legal Sea Foods
05.2016 - 04.2019

Application Specialist

MEDITECH
11.2012 - 11.2021

Guest Services & Hospitality

Hershey Park
05.2009 - 08.2011

Business Administration - Organizational Leadership & SMB

Southern New Hampshire University

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