Eric Martens
Customer Success - Analyst
Omaha,NE
Summary
Dedicated Customer Success and Analytics professional with a strong understanding of service delivery and a proven ability to manage multiple projects simultaneously. Committed to fostering and nurturing professional relationships to drive profitability and achieve business objectives. Demonstrated expertise in improving and documenting business processes to maximize efficiency and enable scalability.
Overview
7
7
years of professional experience
4
4
Certifications
Work History
Analyst
Remarkable Results(Construction Consulting)
11.2023 - Current
- Implemented standard operating procedure software to improve business efficiency - systemHUB
- Improved business processes by analyzing system requirements and implementing effective solutions.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Collaborated with stakeholders to gather essential requirements, ensuring successful project outcomes.
- Coordinated data consolidation efforts.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Trained business personnel in use of systems.
- Developed comprehensive documentation to support end-users and facilitate future enhancements.
Customer Success Coach II
Buildertrend(Construction PM Software)
08.2021 - 11.2023
- Train, onboard, and manage 300-500 key accounts/enterprise customers to increase adoption of product and reduce churn.
- Design and deliver tailored curriculum, personalized trainings, and implementation programs for stakeholders.
- Consult and facilitate change management in order to successfully implement software into business workflows.
- Present upselling opportunities of products and services to clients when appropriate and beneficial to their overall business goals within the program.
- Consistently deliver a high volume of quality trainings to one or multiple stakeholders (average of 4 1-hour calls per day).
- Lead product knowledge roundtables and mentor new hires during their onboarding process.
- Work cross-functionally with Support, Product, and Sales departments to resolve client issues, serving as a customer advocate in the process.
- Provide in person consultations to clients during conferences to directly address current roadblocks, provide solutions, and strategies for expansion of their use of our software.
- Pilot new initiatives and department strategies including but not limited to: business/account reviews, provide data analysis, participate in feedback groups, surveys, and internal roadmap improvements.
- Test new and current features using data retrieved by using SQL.
Business Development Representative
Buildertrend
10.2020 - 08.2021
- Exceeded performance metrics on calls, meetings, email campaigns, and sales goals.
Contracted Instructor
Self-employeed
08.2019 - 09.2020
Vocal Music Teacher
Sioux Center Community Schools
08.2017 - 07.2019
Education
Bachelor of Music Education - Music Education -
GPA: 3.821
Skills
Salesforce
MS Excel
Documentation And Reporting
Report Preparation
SQL
Agile Methodology
Gainsight
QuickBooks
Square Takeoff
Tableau
Google Sheets
Microsoft Teams
Microsoft Office
CXOne
Hubspot
systemHUB
Mentoring
Account Management
Conflict Resolution
Troubleshooting
Googling
Customer Retention
Certification
Google Data Analytics (in progress)
Timeline
Analyst - Remarkable Results(Construction Consulting)
11.2023 - Current
Customer Success Coach II - Buildertrend(Construction PM Software)
08.2021 - 11.2023
Business Development Representative - Buildertrend
10.2020 - 08.2021
Contracted Instructor - Self-employeed
08.2019 - 09.2020
Vocal Music Teacher - Sioux Center Community Schools
08.2017 - 07.2019
University of Nebraska - Lincoln - Bachelor of Music Education - Music Education,