Patrick BIvona
Customer Success Manager
Richmond,IL
Summary
Customer Success Manager with over 10 years of experience focused on providing clients with incredible experiences and developing lasting relationships. Driving strategic renewals, upselling, and onboarding efforts to reach maximum revenue growth and satisfaction. Building solid and substantive knowledge-based content and conducting the organization's customer research to advise on solutions that meet customer needs. Working cross-functionally with both organizations to employ recommended proactive methodologies to prepare for transitions and to ensure maximum adoption of product or service solutions. Additionally, experience in managing multi-product portfolios and established in leading teams to deliver a world-class service and support level with optimal product uptime and retention.
Overview
15
15
years of professional experience
Work History
Customer Success Manager
EVPassport
03.2024 - Current
- Targeted renewal and upselling initiatives driving substantial revenue growth
- Oversee comprehensive customer onboarding, with smooth transition realizing high satisfaction levels
- Drive internal and external collaboration to enhance customer adoption and participation to realize considerably higher user adoption
- Customize product solutions according to client business objectives to reinforce robust long-term relationships
- Practice proactive maintenance and regular client engagement to realize maximum product uptime
- Gather deep customer insights and analysis to tailor features to customer processes and workflows
- Ensure communication on continuous product changes to evolve stakeholders
- Achieved 90% revenue growth through tactical campaigns
- Enhanced user engagement by 91% through cross-functional collaboration and knowledge base articles
- Maintained 100% uptime on products via diligent maintenance and client engagement
Customer Success Manager
PatientTrak
03.2020 - 03.2024
- Drive revenue growth through strategic upselling and renewal initiatives
- Directed end-to-end customer onboarding processes to ensure timely handoffs from point of first contact right through to complete implementation
- Managed cross-functional collaboration among internal departments and external partners to drive adoption and engagement, driving customer growth
- Proactively oversaw product updates, guided changes and limitations to stakeholders to ensure effective adaptability
- Integrated customer feedback into product roadmap creation, advocated customer voices
- Led training needs analysis, cross-referencing job, job task, and process insights to develop training solutions
- Collaborated with UX designers and subject-matter experts to co-design user-centered products that focused on safety and efficacy for managers and front-line workers
- Developed and refreshed knowledge base articles to enable effective customer support.
- Assisted QA teams in testing and verification of features, effectively managing development backlog
- Optimized product vision through cross-functional teamwork with diverse stakeholders, ensuring alignment of the team
Customer Success Manager
Omnigo Software
08.2018 - 03.2020
- Managed a team of Customer Success Managers, providing professional mentoring and guidance to ensure client onboarding and support processes were seamless and effective
- Created in-depth knowledge base articles, tutorial videos, and user guides to facilitate client education and promote self-service. Led onboarding for enterprise-sized accounts, guaranteeing high adoption and engagement throughout the lifetime of the customer
- Constructed proactive communication and engagement plans designed to drive high levels of customer satisfaction
Customer Success Manager
Trisept Solutions
08.2016 - 08.2018
- Handled over 30 high-paying customers, focusing on retention by applying best practices in active communication and account stratified management
- Voice of the Customer - delivered customer insights to help facilitate the customer experience and expectations
- Created end-to-end customer success procedures that suited the unique needs of each customer
- Facilitated successful account transitions and onboarding for new clients
Customer Success Specialist
My Life! My Plan!
01.2010 - 08.2016
Education
Bachelor of Science -
UW - Milwaukee
Skills
● Customer Success & Service
● Customer Relationship Management
● Team Leadership & Coaching
● Onboarding & Training
● Engagement Strategies
● Upselling & Renewals
● Business Development
● Software Testing
● Retention & Satisfaction Optimization
● Customer Research & Analysis
● Cross-functional Collaboration
● Knowledge Base Development
Work Preference
Work Type
Full TimeContract WorkWork Location
RemoteImportant To Me
Work-life balanceCompany CultureWork from home optionHealthcare benefitsCareer advancementWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Success Manager
EVPassport
03.2024 - Current
Customer Success Manager
PatientTrak
03.2020 - 03.2024
Customer Success Manager
Omnigo Software
08.2018 - 03.2020
Customer Success Manager
Trisept Solutions
08.2016 - 08.2018
Customer Success Specialist
My Life! My Plan!
01.2010 - 08.2016
Bachelor of Science -
UW - Milwaukee
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