Summary
Overview
Work History
Skills
Timeline
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Tom Schmidt

Boca Raton,United States

Summary

Professional in customer success with robust experience in driving client satisfaction and renewal retention. Skilled in relationship building, problem-solving, and upselling. Strong focus on team collaboration, adaptability, and achieving results. Known for reliability, effective communication, and strategic thinking.

Overview

12
12
years of professional experience

Work History

Customer Success Manager

Happy Or Not
05.2022 - Current
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Established strong relationships with key customers, resulting in increased customer loyalty and renewal retention.
  • Collaborated with sales team, operations team, and accounting team to ensure seamless handoffs, resulting in smoother customer transitions.
  • Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
  • Facilitated successful renewals through diligent relationship management and proactive issue resolution.
  • Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
  • Anticipated client risks and strategized ways to help mitigate churn.
  • ARR - $1,000,000

Renewals, CSM Lead - SLED

Carahsoft
06.2017 - 05.2022
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of renewal representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Developed strong relationships with key vendors, partners, and customer by ensuring their needs were met consistently and promptly.
  • Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.

Computer Sales Specialist

BrandsMart USA
08.2013 - 02.2016
  • Listened to customers to identify needs and build personalized computing solutions.
  • Assisted with computer repair and upgrade orders for customers.
  • Developed strong relationships with clients, resulting in repeat business and referrals.
  • Built strong relationships with store customers based on knowledgeable support for diverse computer needs.
  • Engaged customers throughout sales process and followed store procedures to maximize satisfaction.
  • Trained store associates on computer products, technology and service offerings.
  • Documented customer orders and processed accurate payments for products, warranties and support contracts.

Skills

  • Customer account management
  • Customer relationship building
  • Customer retention
  • Client relations
  • SalesForce
  • Gainsight
  • CRM software
  • Revenue growth
  • Negotiation
  • Onboarding and orientation
  • Lead generation
  • Expert in commercial and government renewals

Timeline

Customer Success Manager

Happy Or Not
05.2022 - Current

Renewals, CSM Lead - SLED

Carahsoft
06.2017 - 05.2022

Computer Sales Specialist

BrandsMart USA
08.2013 - 02.2016

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Tom Schmidt