Harvey Martin
Cleveland,OH
Summary
Accomplished professional with strong skills in customer relationship building and retention. Known for leading onboarding initiatives and creating comprehensive training materials, resulting in improved user adoption and satisfaction. Ready to leverage expertise to drive customer success and organizational growth.
Overview
1
1
Certification
11
11
years of professional experience
Work History
VHUB-Customer Success Manager
Verity Solutions
06.2024 - Current
- Led customer onboarding initiatives, enhancing user adoption and satisfaction levels.
- Created and sustained customer success playbooks optimizing workflows throughout teams.
- Coordinated cross-functional teams to resolve client issues, improving response times and service quality.
- Facilitated training sessions for clients on product usage, elevating overall experience and reducing support inquiries.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Mentored junior team members on best practices in customer engagement strategies and relationship management.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Developed comprehensive training materials that facilitated faster customer proficiency with the product.
- Provided expert guidance to customers on best practices for product utilization, maximizing their return on investment.
Verity Direct - Customer Success Manager
Verity Solutions
08.2020 - 06.2024
- Led customer onboarding processes, ensuring smooth transitions and immediate engagement with services.
- Developed and implemented customer success strategies to enhance user adoption and satisfaction.
- Collaborated cross-functionally with sales and product teams to address client feedback and improve offerings.
- Analyzed customer data to identify trends, driving proactive outreach initiatives that increased retention rates.
- Conducted training sessions for clients, empowering them to utilize products effectively and maximize value.
- Fostered strong relationships with stakeholders, leading quarterly business reviews to align on goals and expectations.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
Pharmacy Business Manager
St Vincent Charity Hospital
06.2015 - 06.2020
- Managed multiple strategic projects with numerous sub-projects or workstreams.
- Identified program obstacles and communicated possible impacts to team.
- Oversaw pharmacy operations, ensuring compliance with regulations and quality standards.
- Developed and implemented strategic initiatives to enhance medication management processes.
Education
Associate of Applied Science - Pharmacy Technology
Cuyahoga Community College
Cleveland, OHSkills
- Customer account management
- Customer relationship building
- Customer retention
- Client relations
- CRM software
- Account management
- Training and mentoring
- Staff mentoring & leadership
- Training programs
- Sales proficiency
- Inter-department collaboration
- Documentation and reporting
Certification
APEXUS ACE Certified
Timeline
VHUB-Customer Success Manager
Verity Solutions
06.2024 - Current
Verity Direct - Customer Success Manager
Verity Solutions
08.2020 - 06.2024
Pharmacy Business Manager
St Vincent Charity Hospital
06.2015 - 06.2020
Associate of Applied Science - Pharmacy Technology
Cuyahoga Community College