James Max Brannen
Wimauma,FL
Summary
Accomplished Enterprise Customer Success Manager with an Executive MBA and SACP certification, bringing a proven track record of driving customer satisfaction, retention, and growth within the tech industry. Expert in building and nurturing strong, long-term client relationships while identifying and capitalizing on cross-selling and upselling opportunities to maximize customer value. Skilled in navigating complex negotiations and ensuring successful outcomes early in the engagement cycle. With a strong business acumen and leadership mindset, I thrive in high-performance, fast-paced environments, consistently delivering measurable results and fostering customer success at every stage of the relationship.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Enterprise Customer Success Manager
Knowbe4
12.2022 - Current
- Directed security awareness programs for C-Suite stakeholders, reshaping security culture by performing Executive Business Reviews
- Managed accounts for up to 100,000 users and over 1,000,000+ in contract renewals
- Successfully managed 5,000,000 dollars in annual renewals for 2024.
- Conducted regular business improvement meetings and executive reviews quarterly
- Consistently achieved 90%+ monthly renewal quota and 110% growth
- Responsible for 135% in annual revenue growth in 2023.
- Responsible for full customer cycle, (onboarding, relationship management, renewal process)
- Cultivated strong C-suite relationships with CISO,CIO, and CTO
- Managed diverse accounts including government and private sectors. Strategically designed programs for customers based on industry norms and knowledge.
- Met with clients on a monthly, bi-monthly, and quarterly basis to conduct business update meetings and business reviews
- Constantly hit major KPI for renewal and upsell quota
- Developed strategies to help minimize human related risk.
- Pioneered innovative client onboarding processes, boosting satisfaction and retention
Customer Success Manager
Knowbe4
11.2021 - 12.2021
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Created customer support strategies to increase customer retention.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Responsible for 139% annual revenue growth in 2022.
Customer Success Manager
Verizon Connect
01.2020 - 11.2021
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Managed 500 Accounts and was responsible for making 25-30 calls a day.
- Managed annual renewals for customer and was responsible for 1,500,000 dollars in annual renewals
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Created customer support strategies to increase customer retention.
Implementation Specialist
Verizon Connect
06.2018 - 12.2019
- Created user accounts and assigned permissions.
- Managed first 60 days of the customer on boarding experience.
- Responsible for scheduling over 100,000 GPS installs, and over 200 training secessions with customers.
- Average day to onboard accounts at 13 days from contract signature (average for the company was 43 days.)
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Helped streamline repair processes and update procedures for support action consistency.
- Offered assistance in implementing and developing training programs.
- Generated reports to track performance and analyze trends.
- Researched and identified solutions to technical problems.
Business Development Rep (SMB)
Tampa
06.2017 - 06.2018
- Developed business pipeline using cold and warm techniques.
- Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
- Brought in new accounts through successful networking strategies and promotional approaches.
- Used SalesForce to handle current portfolio and prospective leads.
- Responsible for 100 outbound cold calls a day
Assistant Executive Director
Velocity Business Solutions
12.2016 - 06.2017
- Monitored overtime and addressed staffing and scheduling issues with department leaders.
- Managed turnover and appropriate adequate staffing through development of recruitment sources.
- Created promotional materials and provided insightful information to social media, websites and print media to educate public.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Managed a team of 16 reps across 9 stores in southwest region.
Education
Master of Business Administration (M.B.A.) - MBA with High Distinction
Strayer University-Global Region
Washington, DC06.2020
Bachelor Of Business Admin - undefined
Northwood University
Midland, Michigan06.2017
Skills
- Executive Business Reviews
- Proactive Customer Outreach
- Onboarding
- Client Management
- Renewal Rate Achievement
- Best Practices Training
- Project Management
- Stakeholder Relationships
- KPI Performance
- Persuasive Communication
- Client Relationship Management
- Sales Quota Achievement
- Organizational Growth Strategy
- Stakeholder Engagement
- Upselling
- Customer Retention
Websites
Personal Information
Title: Enterprise Customer Success Manager
Certification
SACP- Security Awareness Culture Professional
Timeline
Enterprise Customer Success Manager
Knowbe4
12.2022 - Current
Customer Success Manager
Knowbe4
11.2021 - 12.2021
Customer Success Manager
Verizon Connect
01.2020 - 11.2021
Implementation Specialist
Verizon Connect
06.2018 - 12.2019
Business Development Rep (SMB)
Tampa
06.2017 - 06.2018
Assistant Executive Director
Velocity Business Solutions
12.2016 - 06.2017
Bachelor Of Business Admin - undefined
Northwood University
Master of Business Administration (M.B.A.) - MBA with High Distinction
Strayer University-Global Region
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