Craig Wilkerson
Waldorf,US
Summary
Customer Success Manager experienced with customer relationship management, ensuring client satisfaction and retention. Utilizes proactive strategies to address customer needs and enhance engagement. Knowledge of effective communication and problem-solving for optimal customer success. Focused on achieving Customer Goals, Client Retention, as well as Revenue Growth.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Kastle at Falls Church Virginia
Falls Church, Virginia
09.2024 - 12.2025
- Conduct comprehensive online and in-person training sessions to educate clients on product functionalities and best practices
- Oversee new site onboarding activities and collaborate closely with Customer Support for effective guidance during the initial 30-day period
- Act as a client advocate within the organization, ensuring services meet expectations and advising on best practices while addressing client inquiries and/or concerns
- Monitor, develop, and successfully execute contract renewals and multiyear service agreements
- Analyze customer data to identify trends and opportunities. Utilizing insights to refine success strategies and drive continuous improvement.
- Conducted regular Health Checks with clients to ensure satisfaction and address concerns proactively.
Customer Success Manager
Deltek Systems Inc at Herndon, VA
Herndon, VA
01.2019 - 09.2024
- Coordinate executive meetings, aligning strategies with C-level stakeholders.
- Facilitated strategic discussions, enhancing growth and efficiency.
- Developed actionable plans, ensuring stakeholder engagement and measurable outcomes.
- Analyzed business plans, identifying expansion opportunities.
- Drove client success, increasing portfolio from $2.7M to $8.2M over 5 years.
- Guided clients through onboarding, implementing tailored plans.
- Provided ongoing support, resolving escalated inquiries and ensuring smooth adoption of Deltek solutions.
- Conducted regular check-ins with clients to ensure satisfaction with our services.
SR. Sales Development Representative
Deltek Systems Inc
08.2016 - 01.2019
- Generated business leads for PPM, scheduling meetings for Account Executives.
- Conducted customer health checks to identify needs and upsell products.
- Collaborated with marketing teams to optimize lead generation campaigns and materials.
- Led SDR Breakout Sessions during Sales Boot Camp with the manager.
- Contributed $970k into pipeline, achieving $240k in closed bookings.
Education
Information Technology Training -
Northern Virginia Community College
Alexandria, VA01-2017
Skills
- Scheduling and Coordinating
- Revenue Forecasting
- Account Management
- Training and Development
- Problem Resolution
- Customer Relationship Management
- Time Management
- Complex Problem Solving
- Onboarding and Orientation
- Negotiation Skills
- Cross-functional Collaboration
- Client Retention
Certification
- Gainsight Customer Success Leader Certified Professional
- Gainsight Advanced Customer Success Manager Certified Professional
- Gainsight Customer Success Manager Certified Professional
Timeline
Customer Success Manager
Kastle at Falls Church Virginia
09.2024 - 12.2025
Customer Success Manager
Deltek Systems Inc at Herndon, VA
01.2019 - 09.2024
SR. Sales Development Representative
Deltek Systems Inc
08.2016 - 01.2019
Information Technology Training -
Northern Virginia Community College