SEAN WALKER
Customer Success Leader
Houston,TX
Summary
Customer Success Leader offering 8+ years of industry experience in software as a service (SaaS), training and development, and customer-centric advocacy. Proven NPS scores, 92% Career Retention, successful retention of the company's largest enterprise client ($2+ million), and client feedback are all indicators that my teams and I not only build strong relationships with clients but consult their programs so that they see quantifiable growth.
Overview
8
8
years of professional experience
Work History
Director of Customer Success and Partnerships
Omnistream
01.2023 - Current
- Drive the Go to Market campaign in the U.S
- Create scalable processes for the Customer Success team to implement across all clients
- Develop training programs and resources to promote product adoption, knowledge gain, and best practices.
Senior Customer Success Manager (Founding)
Omnistream
01.2022 - 01.2023
- Create and execute full business plans for Enterprise clients
- Consult clients on utilization of the AI and ML solutions within our SaaS platform.
Senior Customer Success Manager
Blackbaud Inc.
01.2019 - 01.2022
- Drive customer escalations to resolution by engaging directly with clients
- Streamline operational efficiencies through strategic consultation
- Create and execute full business plans for Enterprise clients
- Manage the highest value book of business in the company with ARR of $1M+.
Center Director
Explore Horizons Inc. (Education Technology)
01.2016 - 01.2019
- Manage customer accounts and success plans with the primary goal retention
- Identify and apply sales and marketing strategies to increase brand awareness and hit KPI goals
- Assess training needs and create development plans for my team.
Education
Bachelor of Science - Leadership and Development
Double Minors in Communication and English
Skills
Team Leadership
Data Insights and AnalyticsSalesforce, Gainsight, and ZendeskCustomer Relationship Management (CRM)
Project ManagementCustomer Retention Strategies
Utilized Troubleshoot Active Directory, Office 365 and the range of the Microsoft Office suites
Accomplishments
- Certified Mutual Profitability in E-Commerce – Allume Group (2023)
- Back-to-back company-wide upsell competition champion - Blackbaud (2020)
- Sales record for highest performing sales quarter in company history - Explore Horizons (2018)
- Certified Trainer - Train the Trainer (2018)
Timeline
Director of Customer Success and Partnerships - Omnistream
01.2023 - Current
Senior Customer Success Manager (Founding) - Omnistream
01.2022 - 01.2023
Senior Customer Success Manager - Blackbaud Inc.
01.2019 - 01.2022
Center Director - Explore Horizons Inc. (Education Technology)
01.2016 - 01.2019
Texas A&M University - Bachelor of Science, Leadership and Development