Douglas Schrift
San Antonio,FL
Summary
As a Customer Success Manager at Verizon Connect, I have over four years of experience in the information technology and services industry, specializing in SaaS solutions. My mission is to guide a connected world on the go by automating, optimizing, and revolutionizing the way people and things move through the world.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Verizon Connect
06.2021 - 02.2023
- Guiding a connected world on the go by automating, optimizing and revolutionizing the way people, vehicles and things move through the world
- Verizon Connect is a leading SaaS leader in the world of Telematics
- Responsibilities: - Drive the value of our solution and clearly outline ROI based on the client's objectives
- Grow revenue from existing account base within assigned territory by building strong relationships with clients
- Protect and defend annual revenue, customer base, and subscriptions within defined territory
- Liaise with technical support, accounting and other areas of the business to ensure customer satisfaction
- Keep accurate, detailed records of all sales activity in CRM (Salesforce.com) and Gainsight
- Responsible for managing the overall account relationship
- Works with clients on contract renewals, unit add-ons, additional features and escalated Customer Care issues.
CSM Onboarding
Verizon Connect
02.2020 - 06.2021
- First point of contact post sale; ensuring the value proposition of, Connect is delivered to the customer by aligning expectations and creating a comprehensive onboarding plan
- Ensure installations are scheduled and executed in a timely manner
- Utilize all resources, including paid resources such as field support technicians, to care for timely resolution
- Providing timely action on any customer escalations throughout the onboarding period
- Validate proper product mix, ensuring hardware and software solutions are compatible with the client's assets
- Building value in our customer training program and scheduling appropriate training/s in order to maximize the adoption of our services
- Accountable for the successful completion of deployment engagements inline with internal and customer-defined success criteria
- Collaborates and owns the communication with internal partners such as Sales, Support, Success and Finance
- Documenting all interactions in Salesforce and other VZC systems.
Regional Account Specialist
FINTECH
03.2019 - 02.2020
- Prospect across a vast landscape of trade publications, industry websites, social media platforms, distributor websites and third party partner websites -Qualify sales leads and referrals and develop personal strategy for sales pursuits -Deliver multiple online sales demos on a daily basis and track sales activity via Salesforce
- Develop relationships with assigned distributor clients and other strategic partners -Maintain distributor and retailer relationships through quality checks and business reviews -Assess customer's technical issues and track progress through case creation via Salesforce -Identify and elevate client concerns to management
Staff Sargent
UNITED STATES AIR FORCE
Tucson, AZ
11.2010 - 11.2014
- Worked on flight line and conducted refueling, maintenance, and other duties related to the aircrafts
Personal Training Director
LA FITNESS
Tucson, AZ
11.2014 - 03.2019
- Resolve customer complaints regarding sales and service
- Trained personal trainers on sale techniques and best practices -Monitor sales staff performance to ensure that goals are met
- Hire, train, and evaluate personnel
- Provide staff with assistance in performing difficult or complicated duties
- Plan and prepare work schedules, and assign employees to specific duties
- Coordinate sales promotion activities, such as preparing merchandise displays and advertising copy.
Education
Bachelors - psychology
Southern Illinois University
Carbondale, Illinois05.2014
Skills
- Account Management
- Customer Service
- Customer Account Review
- Deliver Technical Presentations
- Revenue Growth
- Report Analysis
- Renewing Accounts
- Customer Retention
- Strategic Communication
- Customer Relations
- Client Rapport-Building
- Salesforce CRM Experience
Certification
- Excel certified, 2022
- Salesforce certified, 2022
Timeline
Customer Success Manager
Verizon Connect
06.2021 - 02.2023
CSM Onboarding
Verizon Connect
02.2020 - 06.2021
Regional Account Specialist
FINTECH
03.2019 - 02.2020
Personal Training Director
LA FITNESS
11.2014 - 03.2019
Staff Sargent
UNITED STATES AIR FORCE
11.2010 - 11.2014
Bachelors - psychology
Southern Illinois University