- Artificial Intelligence (AI) and Machine Learning
- Enjoy participating in Racquetball for overall physical and mental well-being
- High-Intensity Interval Training
- Hiking
- Gardening
Samantha Umscheid
San Antonio,USA
Summary
Process-oriented and trusted customer/client advocate with a proven record of success innovating new processes and developing new ideas to drive the expansion of the installed customer base and organizational growth. Operations Support expert with a formidable background in diverse areas, including information assurance, IT, and cybersecurity. Accomplished at helping build exceptional teams dedicated to driving customer success and delivering outstanding business results. Focus on improving and automating client business processes, reducing operating costs, and connecting business operations. Committed to enabling customer success and satisfaction and the know-how to deliver. Demonstrated leadership in partnering with senior teams on strategic growth initiatives for increased market share. Adept at optimizing customer lifecycle by increasing satisfaction as well as capturing opportunities to engage with C-Level Management. Articulate communicator with strong interpersonal skills and the ability to forge dynamic partnerships at all levels to support operational objectives. Diligent Customer Success Manager with background in driving customer satisfaction and retention. Expertise in managing customer relationships, leading initiatives to improve client engagement. Proficient in problem-solving and communicating effectively to ensure customer success.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Fortra
01.2023 - Current
- Collaborate with Sales, Technical teams, and customers to define success criteria and establish KPIs that drive alignment and outcomes in a fast-paced environment
- Build and nurture strategic relationships with key stakeholders and clients, ensuring alignment with organizational growth goals
- Lead quarterly business reviews to assess progress, provide insights, and facilitate timely resolution on product roadmap initiatives and critical events
- Oversee and prioritize hundreds of internal customer requests through Zendesk, managing onboarding, data dashboarding, deployment, and security incidents
- Drive customer adoption by analyzing needs, recommending tailored solutions, and enhancing product engagement
- Manage post-sales technical support, ensuring seamless, customer-focused service delivery aligned with client requirements and satisfaction
- Build and maintain strong relationships with customers to ensure satisfaction and retention
- Act as the primary point of contact for customer inquiries, concerns, and support needs
- Proactively identify customer pain points and provide solutions to drive value
- Monitor and analyze customer success metrics, including customer health scores, at risk monitoring, account temperature, account summary, and save action plans
- Support customers in meeting critical compliance requirements (e.g., HIPAA, PCI-DSS) by providing tailored guidance and resources, resulting in accounts passing audits successfully and strengthening customer trust in our cybersecurity solutions.
- Collaborate with internal teams to ensure successful onboarding, product adoption, and retention
- Lead regular check-ins, business and value realization reviews with customers to align on goals and performance
- Provide training and education to customers on new product features and updates
- Drive customer growth by identifying expansion and upsell/cross sell opportunities for all Fortra's products
- Ensure customers achieve their desired outcomes with the product or service
- Assist customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
Technical Account Manager
Fishtech
01.2021 - 01.2022
- Define success criteria and key performance indicators by collaborating with the internal Sales Team and customers in a fast-paced environment
- Build and maintain strategic relationships with key stakeholders and clients in line with organizational growth
- Lead the processes of conducting quarterly business reviews for customers and assisting with the time-efficient resolution of product roadmap engagements and events
- Superintend hundreds of internal customer requests, including onboarding, data dashboards, deployment, and security incident issues via Jira platform
- Manage the functions of supporting organizational adoption by analyzing customers’ needs and suggesting robust solutions
- Oversee the operations of rendering technical support to customers during post-sales processes while delivering customer-centric services aligned with customer requirements
- Maximized accounts from one to fifteen with rapid increase expectancy by employing a stellar and robust skillset
- Amplified customer satisfaction by analyzing and resolving data source problems
- Enabled speedy resolution of events by collaborating with security operations as a customer advocate
- Met and exceeded the established success criteria by preparing and delivering recommendations and reports
- Aided in enforcing best practices and addressing informal customer questions by serving as SME
- Drove expansion and advocacy by demonstrating value, spearheading, and orchestrating the customer journey
- Planned and developed customer project schedules via Smartsheet to include the customer’s software integrations
Cybersecurity Operations Specialist II
Rackspace Technology
01.2015 - 01.2021
- Manage customer profitability through customer security requirements, compliance needs, and business objectives while using account management tools
- Monitor vulnerability management assistance through Heat Maps and visualization to assist customers in managing age groups and CVSS severity of vulnerabilities
- Utilize Rackspace products knowledge and educate customers on Rackspace differentiators/comparisons
- Coordinate with customer stakeholders, other Rackspace implementation teams, and dedicated customer account teams to initially install tools for monitoring
- Drive security support outcomes for customers on technical issues and resolve escalated security incidents by meeting all SLAs
- Build and maintain relationships with customers and functions by collaborating with the product team, SOC team, and engineering teams to assess pain points and gaps within the current offering
- Oversee monthly customer reporting by assigning ticket queues
- Ensure churn mitigation and management by partnering with the finance team to provide discounts and renewals
- Successfully managed 50 customers worldwide (USA, UK, Australia) as Account Manager, achieving customer bases totaling recurring annual revenue worth $4.8M (MRR 400K)
- Recognized gaps based on customers' current build and analyzed future gaps based on proposed changes, identifying specific options for customers and explaining the difference in recommendations
- Served as a longest-standing member of the Rackspace Managed Security Proactive Detection and Response program launched in 2015 with the Compliance Assistance team
- Directed and onboarded new customers into Rackspace Managed Security and Compliance Assistance support program by understanding environments and platforms, driving revenue for the team with an annual onboarding rate
Webmaster/Bookkeeper
Stelum Group, LLC dba Ranger Offroad and Outdoor Supply
01.2012 - 01.2015
- Built two new E-Commerce websites and created a shopping cart system, enabling consumers to buy truck accessories across the US
- Fixed links and pictures for websites, ensuring proper functioning and availability of sites for customers
- Managed and negotiated the cost of goods from manufacturers and distributors
- Conducted effective competitive research analysis on pricing through the web to ensure competitive prices across the market
- Resolved product disputes between customers, distributors, and manufacturers
- Educated and solved problems with customers on technical issues and vehicle compatibility
- Maintained QuickBooks ledgers and performed bookkeeping functions including accounts receivable and payable by monitoring bank deposits, reconciliation of bank accounts, and receipts of money
- Oversaw invoice activities and paid vendors for materials
- Transmitted purchase orders directly to vendors for purchases
- Spearheaded business operations that resulted in the selling of $M in products
Order Processor & Sales Support Analyst II
Rackspace
01.2007 - 01.2012
- Directed assigned teams and monitored all incoming contracts by evaluating contracts for accuracy and completeness
- Managed and used Rackspace-built customer infrastructure system CORE to create server configurations and establish contacts/billing
- Conducted audits on the validity of contracts/customers by using external and internal confirmations and company research
- Calculated commission and incentive award payments to sales personnel based on commission plan provisions
- Supervised staff support activities to develop, implement, and administer sales commission or incentive programs, plans, policies, and quotas
- Examined commission payment reports for accuracy and completeness by verifying the timeliness of commission payments
- Resolved account reconciliation issues, reviewed revenue tracking, evaluated sales performance results, presentations, and recommendations, and maintained spreadsheets for sales management
- Delivered assistance on the development of systems to track and detect data
- Executed cost analysis and modeling of alternative commission and incentive plan design and quota levels
- Managed and built the infrastructure in the system for hundreds of contracts each month
Education
Bachelor of Science - Cybersecurity and Information Assurance
Western Governors University
Salt Lake City, UT01.2023
Skills
- Strategic & Analytical Planning
- Strategic Analysis
- Profit Optimization
- Cost Management
- Performance Metrics
- Customer Engagement & Relationship Building
- Stakeholder Management
- Trusted Relationships
- Communication
- Account Management
- Retention
- Technical & Product Expertise
- Cybersecurity Operations
- Cloud Technology
- Product Management
- Policy Implementation
- Account & Project Management
- Oversight
- Escalation
- Renewal Strategy
Websites
Certification
- ITIL, 12/2020
- Google Cybersecurity Professional Certificates, 10/2024
- Play It Safe: Manage Security Risks, 10/2024
- Foundations of Cybersecurity, 11/2024
- Connect and Protect: Networks and Network Security, 11/2024
Career Experience
- Fortra, San Antonio, TX, True, 01/2023, 12/2024, Customer Success Manager, Collaborate with Sales, Technical teams, and customers to define success criteria and establish KPIs., Build and nurture strategic relationships with key stakeholders and clients., Lead quarterly business reviews to assess progress and provide insights., Oversee and prioritize internal customer requests through Jira., Drive customer adoption by analyzing needs and recommending tailored solutions., Manage post-sales technical support.
- Fishtech, Kansas City, KS, True, 01/2021, 12/2022, Technical Account Manager, Define success criteria and key performance indicators., Build and maintain strategic relationships with key stakeholders., Lead quarterly business reviews for customers., Superintend internal customer requests via Jira., Manage technical support during post-sales processes.
- Rackspace Technology, San Antonio, TX, 01/2015, 12/2021, Cybersecurity Operations Specialist II, Manage customer profitability through security requirements., Monitor vulnerability management assistance., Utilize Rackspace products knowledge to educate customers., Drive security support outcomes for customers.
- Stelum Group, LLC dba Ranger Offroad and Outdoor Supply, San Antonio, TX, 01/2012, 12/2015, Webmaster/Bookkeeper, Built two new E-Commerce websites., Managed and negotiated the cost of goods., Conducted competitive research analysis., Maintained QuickBooks ledgers.
- Rackspace, San Antonio, TX, 01/2007, 12/2012, Order Processor & Sales Support Analyst II, Directed assigned teams and monitored incoming contracts., Managed customer infrastructure system CORE., Conducted audits on contracts/customers., Supervised staff support activities.
Accomplishments
"Successfully took on a strategic project to manage all customers under $50k ARR, implementing tailored engagement strategies to enhance customer satisfaction and increase product adoption. Efficiently maintained a high-volume workload across m accounts, proactively addressing customer needs and optimizing processes to ensure consistent, high-quality support for this key segment."
Interests
Timeline
Customer Success Manager
Fortra
01.2023 - Current
Technical Account Manager
Fishtech
01.2021 - 01.2022
Cybersecurity Operations Specialist II
Rackspace Technology
01.2015 - 01.2021
Webmaster/Bookkeeper
Stelum Group, LLC dba Ranger Offroad and Outdoor Supply
01.2012 - 01.2015
Order Processor & Sales Support Analyst II
Rackspace
01.2007 - 01.2012
Bachelor of Science - Cybersecurity and Information Assurance
Western Governors University
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