Summary
Overview
Work History
Education
Skills
Timeline
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Eric Thoennes

Summary

Experienced in customer success management, retention-focused professional with a deep understanding of various industry products and services. Excels in seamlessly transitioning customers from new acquisitions to long-term, loyal patrons, ensuring their satisfaction throughout the entire journey. Exceptional communication and conflict mediation skills, adept at handling hand-offs from sales teams, guaranteeing a smooth transition and fostering strong relationships with clients.

Overview

8
8
years of professional experience

Work History

Senior Customer Success Manager

Hireology
12.2021 - 06.2024
  • Managed a portfolio of clients (SMB, Mid-Market, Enterprise) generating $1.9m in annual revenue, fostering strong relationships through consistent communication channels (email, phone, onsite)
  • Provide strategic support to clients, including recruiting best practices, job description optimization, and re-education on Hireology's applicant tracking system
  • Cultivate relationships with key decision-makers and executive teams (c-level), driving renewals, upsells, and expansion opportunities
  • Facilitated company growth initiatives, contributing to on-site visits for face-to-face client interactions
  • Achieved KPIs through regular business reviews and hosting peer-to-peer feedback sessions
  • Coordinated smooth onboarding for new clients by developing and executing professional, engagement-focused plans
  • Secured new accounts with successful blend of customer-centric support with data-driven approach
  • Understood customer pain points and drove escalations by coordinating/collaborating between internal teams
  • Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
  • Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
  • Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
  • Managed customer portfolio to drive product and service adoption according to business roadmap.
  • Peer Nominated Drive Culture Ambassador

Customer Success Manager

Hireology
10.2019 - 12.2021
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Supported clients through various communication channels, offering guidance on recruiting strategies, system usage, and industry insights
  • Established rapport with key stakeholders, fostering trust and identifying opportunities for account expansion
  • Facilitated on-site engagements to enhance client relationships and support business objectives
  • Contributed to company growth targets through proactive client engagement and KPI attainment
  • Monitored customer health metrics to proactively address potential issues or concerns.
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.

Account Manager

Booking.com
06.2016 - 10.2019
  • Managed the Minnesota market, educating partners on the Booking.com platform and optimizing property listings for maximum visibility
  • Built and maintained strong partner relationships, driving retention and trust in the Booking.com brand
  • Executed cold-calling initiatives to onboard new partners and expand the company's market presence
  • Achieved internal KPIs through innovative thinking, prioritization, and effective time management
  • Communicated with clients to build strong connections and improve account strategy
  • Defined client needs and business requirements to meet and exceed expectations
  • Mentored junior account managers by sharing best practices and providing constructive feedback on performance.

Education

Bachelors of Science - Kinesiology and Recreation

Illinois State University
01.2006

Associate of Arts -

Heartland Community College
01.2003

Skills

  • Proficient in SaaS platforms such as Salesforce, Gainsight, and Looker
  • Client Retention
  • Customer Success Management
  • Relationship Management
  • Drive Culture Ambassador
  • Training and development
  • B2B Inside/Outside Sales
  • Product knowledge
  • Stakeholder engagement
  • Problem solving
  • Data-driven decision making
  • Cross-functional collaboration
  • Industry knowledge
  • Active listening
  • Time management
  • Contract negotiation
  • Analytical thinking
  • Data-driven decision-making
  • Customer Advocacy
  • Upselling strategies

Timeline

Senior Customer Success Manager

Hireology
12.2021 - 06.2024

Customer Success Manager

Hireology
10.2019 - 12.2021

Account Manager

Booking.com
06.2016 - 10.2019

Bachelors of Science - Kinesiology and Recreation

Illinois State University

Associate of Arts -

Heartland Community College

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Eric Thoennes