Justin Bernzweig
CLEVELAND,OH
Summary
Customer Success Professional with over 10 years of SaaS experience. I
care about customers & create innovative solutions to solve problems.
Overview
9
9
years of professional experience
Work History
CriticalAsset - Head of Customer Success
Delta Airlines
Los Angeles, CA
07.2020 - 07.2023
- Account Management: Managed all major customer accounts with personal touch, including Nintendo, Goodyear, , United Airlines, Carrier
- Renewals: Maintained over 95% renewal rate, expanding accounts & upselling services by focusing on customer needs and showing ROI
- Onboarding: Created innovative onboarding solutions for customers faced with challenging scenarios in order to reach digital transformation goals
- Implementation: Increased overall usage & platform adoption through customer engagement showing ease of use and white glove onsite training
- Support: Constructed easy to navigate Support Center, including Knowledge
- Base materials, phone options, chat bots, & established key service offerings
- Product: Worked closely with the product team to convey customers’ needs, achieving goals & providing dev with a deep understanding of requirements
- Sales: Provided direct support demoing the product & walking through the onboarding process with customers, increasing closing percentages
- Team Management: Assembled an excellent Customer Success team, Data
- Management and Support team, working remotely across time zones.
Head of Customer Success
Smart Critical Systems
Los Angeles, CA
10.2018 - 07.2020
- Managed all customer accounts from initial onboarding through renewal
- Implemented and managed Knowledge Base & support materials
- Substantial onboarding achievements, drastically increasing Active Users
- Consistently surpassed all KPI’s for onboarding, renewals, and expansion.
Senior Customer Success Manager
ConvoSpark
San Francisco, CA
05.2014 - 10.2018
- Managed global accounts including Levi’s, EBay, Intel, Magento
- Created onboarding & implementation solutions for multiple products
- Provided onsite support for customers globally across Europe and Asia.
Education
Bachelor’s Degree - Business
Berklee College of Music
June 2008
Additional Information
- Google Cloud Microsoft Office Adobe Salesforce Hubspot Zendesk Slack Pipedrive iOS and Android mobile applications
Timeline
CriticalAsset - Head of Customer Success
Delta Airlines
07.2020 - 07.2023
Head of Customer Success
Smart Critical Systems
10.2018 - 07.2020
Senior Customer Success Manager
ConvoSpark
05.2014 - 10.2018
Bachelor’s Degree - Business
Berklee College of Music