Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Richard Osborne

Rockwood,MI

Summary

Achieved significant revenue targets and enhanced customer satisfaction at Advantive LLC by leveraging Salesforce proficiency and exceptional relationship management. Expert in upselling strategies and customer retention, I led a CS Team to exceed client expectations, fostering long-term partnerships and driving business growth. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Senior Customer Success Manager Team Lead

Advantive LLC
08.2023 - Current
  • 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.
  • Worked with a team of 8 for Tier 1 and Strategic Customers
  • Achieved revenue targets by managing renewals effectively and identifying upsell opportunities within existing accounts.
  • Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
  • Streamlined internal workflows through cross-functional collaboration, improving overall efficiency within the customer success department.
  • Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.

Senior Customer Success Manager

Advantive LLC
06.2022 - 08.2023
  • Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
  • Achieved revenue targets by managing renewals effectively and identifying upsell opportunities within existing accounts.
  • Managed escalations effectively, resolving complex issues and preventing future occurrences.
  • Improved internal knowledge-sharing capabilities through collaboration tools implementation.
  • 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.

Global Account Manager

InfinityQS International
02.2004 - 06.2022
  • Coordinated cross-functional teams for seamless execution of sales processes, improving overall efficiency and productivity.
  • Expanded the company''s international presence by identifying new market opportunities and targeting high-potential accounts.
  • Managed complex projects across multiple regions, ensuring timely delivery and exceeding client expectations.
  • Conducted regular account reviews to identify areas of improvement, maximizing growth potential within existing clients.
  • Established trust-based relationships with clients by demonstrating industry expertise and understanding their specific needs, leading to repeat business and referrals.
  • Developed and maintained strong relationships with key stakeholders in client organizations to foster long-term partnerships.

Sales Engineer

Lighthouse Systems
01.2000 - 02.2004
  • Established long-term relationships with key clients for repeat business and referrals, cultivating a strong network within the industry.
  • Identified sales opportunities by assessing environment and devising and implementing winning strategy.
  • Developed customized proposals that demonstrated a clear understanding of client requirements and offered compelling solutions to meet their unique needs.
  • Increased sales revenue by consistently meeting and exceeding sales targets through effective client presentations and product demonstrations.
  • Attended trade shows and seminars to promote products and network with industry contacts.

Education

High School Diploma -

East Kentwood
Kentwood

Villanova University
Villanova PA
08.2016 - 10.2016

Skills

Data-driven decision-making

Customer Advocacy

Relationship Management

Upselling strategies

Webinar Hosting

Salesforce proficiency

Customer Relationship Building

Customer Retention

Client Relations

Sales proficiency

Customer Relations

Account Management

Certification

6 Sigma Green Belt certification

Timeline

Senior Customer Success Manager Team Lead

Advantive LLC
08.2023 - Current

Senior Customer Success Manager

Advantive LLC
06.2022 - 08.2023

Villanova University
08.2016 - 10.2016

Global Account Manager

InfinityQS International
02.2004 - 06.2022

Sales Engineer

Lighthouse Systems
01.2000 - 02.2004

High School Diploma -

East Kentwood

Similar Profiles

CREATE PROFILE
Richard Osborne