Gavin Adelmann
Melrose,MA
Summary
Experienced Customer Success/Implementation Manager with 5+ years of experience managing relationships and 3+ years experience building a Professional Services Department. Cross-functional, self-motivated & team oriented. Seeking an opportunity to help move a service department forward by enhancing client experience & improving internal processes.
Overview
9
9
years of professional experience
Work History
Manager, Implementation/Training/Managed Services
Lonewolf
Boston, MA
03.2020 - Current
- Manage 10 person implementation/training/service team
- Responsible for creation, maintenance and execution of all professional services/implementation/training packages.
- Manage ALL order processing through Zendesk, Salesforce and GuideCX
- Established key metrics (time to reply avg., avg. implementation duration, NPS Score)
- Established LMS tool (Guide CX) and built training process across 7 products
- Create and Manage training content across 7 products
- Client size range (1-1,000 end users)
- Client ARR Profile range (3k to 1M)
Sr. Customer Success Manager
Propertybase
Boston, MA
05.2019 - 03.2020
- Manage all enterprise level relationships at Propertybase (25 accounts)
- Conduct 2 on-site trainings per quarter
- Conduct 2-4 webinar based trainings per week.
- Handle all escalations through general support channel
- Established Propertybase health check program that communicates value to current customers monthly
- Received top customer service award at Propertybase in 2018
Customer Success Manager
Propertybase
Boston, MA
02.2018 - 05.2019
- Responsible for training and onboarding process of enterprise level customers
- Onboarded between 10-15 customer simultaneously
- Conducted 5-7 webinar based customer trainings/week
- Managed support queue of 75-100 support tickets per week within Zendesk platform
API Account Manager
SmartBear Software Inc.
Somerville, MA
03.2017 - 02.2018
- 150K quota per quarter
- 5k average deal size
- Performed 50-75 cold calls a day
National Account Manager
Monster
Weston, MA
03.2015 - 02.2017
- Team with field sales reps on F1000 accounts in the Northeast. Prospect, cold call, and demo for potential new business and up-sell opportunities
- Responsible for 50+ call per day
- Conducted 2-4 demos/trainings per week & 2 onsite demos per month
- Lead account management team in Q1 of 2016 with 112% attainment and finished in the top 25% of my team in 2016
Account Manager
Monster
Weston, MA
07.2013 - 03.2015
- Product expert for Northwest Field Sales Team
- Conducted 50-60 demos per month
- 2-4 onsite demos per month to recruiters and upper level management
Education
Bachelor of Arts - Communications
University of New Hampshire
Durham, NH05.2013
Skills
- Project/Timeline Management
- Training & Training Content Development
- Technical support
- Software Development Lifecycle
- Salesforce
- Excel
- JIRA
- Zendesk
- GuideCX
- Wistia
- Getfeedback/Formstack
Timeline
Manager, Implementation/Training/Managed Services
Lonewolf
03.2020 - Current
Sr. Customer Success Manager
Propertybase
05.2019 - 03.2020
Customer Success Manager
Propertybase
02.2018 - 05.2019
API Account Manager
SmartBear Software Inc.
03.2017 - 02.2018
National Account Manager
Monster
03.2015 - 02.2017
Account Manager
Monster
07.2013 - 03.2015
Bachelor of Arts - Communications
University of New Hampshire