Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Timeline
Generic

RANDALL S. BIRD

Lehi,UT

Summary

Results-driven Technical Customer Success Professional with over 12 years of experience in driving customer satisfaction and retention through technical expertise and relationship management. Proven ability to implement solutions that enhance user experience and align with business objectives. Exceptional communicator with a strong background in technical support and customer training.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Sr. Customer Success Advisor

Executech
03.2021 - 08.2024
  • Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
  • Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
  • Managed risk effectively by closely monitoring client portfolios and making timely adjustments.
  • Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
  • Conduct quarterly Executive Business Reviews, establishing trusted advisor relationships with executive sponsors and documenting “definitions of success.”
  • Monitor customer adoption health and develop targeted initiatives to address issues, resulting in a 30% increase in overall customer satisfaction and renewal rates.
  • Collaborate with cross-functional teams, including Sales and Product Management, to identify expansion opportunities and drive upsell initiatives.
  • Managed the installation and configuration of network devices, ensuring optimal performance and security.
  • Performed regular network assessments to identify vulnerabilities and implement enhancements.
  • Assisted in disaster recovery planning and execution, ensuring business continuity.
  • Developed and enforced IT policies and procedures, improving compliance and security measures.

Sr. Onboarding Client Success Manager

Adobe
10.2020 - 02.2021
  • Participated in strategic planning meetings to align department objectives with broader company goals related to client success management efforts.
  • Conducted regular reviews of account performance, identifying opportunities for upselling and expansion of services.
  • Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
  • Streamlined communication between clients and internal teams for smoother project execution.

Sr. Customer Success Manager

Verb Tech
06.2017 - 09.2020
  • Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
  • Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
  • Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
  • Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
  • Streamlined internal workflows through cross-functional collaboration, improving overall efficiency within the customer success department.
  • Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.

Enterprise Customer Success Manager

DentalQore
08.2015 - 05.2018
  • Improved churn rates by effectively managing at-risk accounts through proactive communication and targeted interventions.
  • Met or surpassed renewal rates and upgrade goals.
  • Leveraged deep product knowledge to provide expert guidance on best practices and optimal usage patterns for clients.
  • Identified opportunities for process improvements within the organization leading to more efficient workflows.

Education

Bachelor of Science - Marketing Management And Research

Utah Valley University
Orem, UT
08-2012

Skills

    TECHNICAL SKILLS

  • Operating Systems: Windows Server, Linux, Unix
  • Networking: TCP/IP, DNS, DHCP, VPN
  • Cloud Technologies: AWS, Azure, Google Cloud
  • Programming Languages: Python, Java, SQL
  • Tools: VMware, Kubernetes, Git
  • Security: Firewalls, Intrusion Detection Systems, Vulnerability Assessments
  • CSM: Salesforce, Hubspot

Affiliations

  • Customer Success Association
  • Gain Grow Retain
  • Tech Customer Success

Certification

A+ Certification (2024)

Timeline

Sr. Customer Success Advisor

Executech
03.2021 - 08.2024

Sr. Onboarding Client Success Manager

Adobe
10.2020 - 02.2021

Sr. Customer Success Manager

Verb Tech
06.2017 - 09.2020

Enterprise Customer Success Manager

DentalQore
08.2015 - 05.2018

Bachelor of Science - Marketing Management And Research

Utah Valley University

Similar Profiles

CREATE PROFILE
RANDALL S. BIRD