Sean Duffy
Senior Manager, Customer Success
Gibsonton
Summary
Accomplished leader with a strategic mindset and a deep commitment to driving customer success and fostering growth opportunities. Known for exceptional team-building and motivational skills, I bring a proven track record of building enduring customer relationships that have resulted in significant growth. Skilled in leveraging data-driven insights to make informed decisions that drive positive outcomes and enhance overall company performance. Experienced in change management, I excel at implementing innovative strategies that align with organizational objectives and drive sustainable success. With expertise in training, monitoring, and fostering high employee engagement, I am poised to elevate team performance and achieve business excellence in the role of Director of Customer Success and Growth.
Overview
13
13
years of professional experience
Work History
Senior Manager - Data & Analytics
Verizon Connect
04.2023 - Current
- Managed a team of 8 senior analysts dedicated to analyzing data and owning large-scale projects, resulting in improved efficiency and productivity within the team.
- Leveraged data analysis to generate actionable insights and develop strategic initiatives that enhanced customer success and support operations. This included analyzing team dynamics, structure, and both hard and soft KPIs to identify solutions within large datasets, leading to increased overall agent productivity and optimization.
- Spearheaded the WORK Renewal Automation project, resulting in $3.8 million in Annual Recurring Revenue (ARR) and the implementation of automation processes to streamline revenue collection, ensuring continued revenue growth.
- Orchestrated a comprehensive overhaul of the North America Investment Customer Success organization, establishing specialized roles within the team that significantly reduced customer request resolution time, minimized churn rates, and elevated the overall customer experience.
- Enhanced visibility and operational efficiency within the EMEA Support and Success organization by developing more effective KPIs that were closely aligned with driving client satisfaction and swift issue resolution.
- Led and successfully executed three critical case closure projects within the North America Investment Customer Success Teams, resulting in the resolution of over 15,000 customer cases that were previously backlogged, thereby improving customer satisfaction and operational effectiveness.
Senior Manager - Customer Success
Verizon Connect
11.2021 - 04.2023
- Manage a team of 10 - 12 Customer Relation Team members (team leads) and indirectly manage 8 teams of 8 - 10 CSM's each.
- Led Customer Success Workshops to identify process gaps and obstacles preventing our CSM's from performing daily actions in a reasonable timeframe.
- Created and led 3 core process enhancement projects identified from Workshop sessions & individual submission.
- Create proper forecasting for core KPI's including but not limited to NPS, Net Revenue Retention, Churn, Customer Financial Health, etc.
- Created a winning atmosphere that assisted in turning 2023 into a profitable fiscal year.
- Created partnerships with internal core departments with weekly session meetings to care for escalated and blocked items (mini war rooms).
- Generated the largest NPS lift in the past 5+ years of 15 points over the course of 2022.
- Perform Bi-Weekly 1 on 1's with my direct reports and review indirect 1 on 1 sessions to ensure all teams are aligned on coaching and driving the correct actions with our CSM's.
Project Manager
Verizon Connect
01.2021 - 11.2021
- Directly Manager a team of 3 project managers and 20 admin vendor partners.
- Defined the scope of overall scope of contract cleanup project for 65K+ clients including timeline, budgetary needs, headcount allocation, security clearances, and more.
- Created and delivered training materials for 3 departments involved with our cleanup efforts.
- Led daily War Room calls with all assigned department leads to care for escalated and delayed contract cleanups
Senior Manager - Customer Support
Verizon Connect
09.2019 - 01.2021
- Assist in the Boston office closure.
- Hire, Train, and Stood up our entire set of Enterprise & Escalation Reveal Support Teams in Temple Terrace FL.
- Directly Manage a team of 12 Enterprise Customer Care representatives and indirectly Manage 2 teams of 10 - 12 Escalation Customer Care reps.
- Deliver monthly reporting and readouts on case closure, ENPS, case root cause analysis, big rocks resolution with our Senior Leadership team and COO.
- Collaborate with Customer Success team to deliver quarterly business reviews with our top 50 customers within the business.
- Create and roll out a customer/case triage protocol for "stuck" or escalated cases.
- Create and roll out a formal communication plan between our Tier 3 dev & engineer teams and our escalation care reps to reduce case resolution time.
- Create and roll out Enterprise Care and Escalation Care playbooks.
Manager - Customer Success
Verizon Connect
05.2017 - 09.2019
- Relocated to Temple Terrace Florida in October 2018.
- Hired, Trained, and Stood up 1 of 3 Customer Success teams creating our first CS footprint in Temple Terrace.
- Manage a team of 8 - 11 employees with 8,000+ accounts with an annual revenue of 30 million+
- Perform Bi-Monthly employee reviews, career planning, and assisting with in their execution of daily duties.
- Lead through example on the floor caring for escalated client situations, closing large upsells, and hosting client training sessions to our top 50 customers within our book of business.
- Advocating for my employees and customers with internal departments.
- Created and rolled out the new Side by Side call coaching form, monthly 1 on 1 form, stack ranking and KPI tracking form.
- Developing and maintaining relationships across all Verizon Connect internal departments.
Senior Customer Success Manager
Verizon Connect
10.2016 - 05.2017
- Achieve the 2016 Verizon Circle Club award (top 10% in Customer Success Revenue Generation & Renewal's).
- Achieved the 2016 Customer Success Mentor of the year award (Award voted on by piers within your organization).
- Manage 1,000+ Mid-Market accounts and obtain current MBO's.
- Oversee all multi-site companies and national accounts with in our Mid-Market space.
- Exceed target retention by 104% and 144% of upsell goal while in role.
Customer Success Manager
Verizon Connect
06.2014 - 10.2016
- Achieve the 2015 Verizon Circle Club award (top 10% in Customer Success Revenue Generation & Renewal's).
- Achieve the 2015 Customer Success Mentor of the year award (Award voted on by piers within your organization)
- Manage 2,500 SMB accounts; maintain high customer NPS scores while expanding my clients business through product upsell opportunities.
- Develop lasting relationships with customers through quarterly check-ins and regular business reviews.
- Meet and exceed monthly retention targets of 80% or higher and product upsell targets of $10,000 in new MRR.
Jr. Customer Success Manager
Verizon Connect
03.2014 - 06.2014
- Schedule 30K+ clients with 2G tracking units to be replaced with newer 3G devices.
- Care for scheduling escalations from internal or external parties.
- Identify and qualify product upsell leads during client upgrade conversations.
- Exceeded weekly and monthly goals to schedule 2G to 3G device upgrades.
Operations Manager
American Mattress
04.2012 - 03.2014
- Train all new hires on operating system; manage warehouse and store employees.
- Purchase and receive all products for the company; complete weekly and monthly inventory control.
- Reduce warehouse expenses by 25% through FIFO optimization and reduction in needed real-estate.
- Exceed annual sales targets of 2.5 Mil.
- Maintain customer satisfaction through quality checks.
Assistant Store Manager
American Mattress
12.2011 - 04.2012
- Assisted Operations Manager with operating system and inventory control.
- Conducted quality control on all completed sales tickets.
- Exceeded annual sales target of 1.75 Mil.
Sales Associate
American Mattress
05.2011 - 12.2011
- Exceeded monthly sales targets of 75K.
- Maintained all assets of the store while the manager was absent.
Education
Bachelor of Science - Business Administration And Management
DeVry University
Downers Grove, IL2013
Skills
- Consultative Selling Techniques
- Effective Customer Communication
- Change Management Process
- Data Accuracy & Analytics
- Operational Improvements & Efficiency
- Creating & Delivering Training Programs
- Customer Experience Management
- Peer Relationships
- Salesforce CRM Experience
- Microsoft Suite applications
Languages
- English
Timeline
Senior Manager - Data & Analytics
Verizon Connect
04.2023 - Current
Senior Manager - Customer Success
Verizon Connect
11.2021 - 04.2023
Project Manager
Verizon Connect
01.2021 - 11.2021
Senior Manager - Customer Support
Verizon Connect
09.2019 - 01.2021
Manager - Customer Success
Verizon Connect
05.2017 - 09.2019
Senior Customer Success Manager
Verizon Connect
10.2016 - 05.2017
Customer Success Manager
Verizon Connect
06.2014 - 10.2016
Jr. Customer Success Manager
Verizon Connect
03.2014 - 06.2014
Operations Manager
American Mattress
04.2012 - 03.2014
Assistant Store Manager
American Mattress
12.2011 - 04.2012
Sales Associate
American Mattress
05.2011 - 12.2011
Bachelor of Science - Business Administration And Management
DeVry University
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