Summary
Overview
Work History
Education
Skills
Certifications Professional Development
Timeline
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Tony Bui

Customer Success Program Manager
Buford,GA

Summary

Customer Success Program Manager with 20+ years of experience overseeing client installations, developing enterprise customer relationships, and guiding intricate projects. Demonstrated record of streamlining business processes, implementing technical integrations, and providing flawless customer experiences. Specialist in cross-functional coordination, data-driven analysis, and proactive risk mitigation, driving quantifiable value and customer satisfaction consistently.

Overview

25
25
years of professional experience
4
4
years of post-secondary education

Work History

Business Advisor

IBM
Atlanta, GA
10.2020 - 04.2024
  • Led client-facing analytics initiatives, developing dashboards utilized by 25+ Fortune 500 customers to control $120M in renewals, improving transparency and decision-making.
  • Created sales enablement tools (TCO calculators, lease-vs-buy tools) that impacted $150M of annual contract value.
  • Automated over 50+ manual processes with Customer Centre, reducing the processing time for requests from 5 days to 4 hours and improving operational efficiency.
  • Resolved key invoicing issues, cutting $A/R aging by 25% and improving financial integrity.
  • Worked with cross-functional teams and customers to simplify IBM's asset management platform, which led to a 30% increase in user satisfaction.
  • Developed SQL-based dashboards to examine account health, market penetration, and retention trends, facilitating data-informed strategy.
  • Conducted customer training and documentation on asset management software, driving adoption and decreasing support queries.

Project Delivery Manager

IBM
Atlanta, GA
06.2009 - 09.2020
  • Led end-to-end project delivery using a Hybrid Agile-Waterfall methodology, reducing sprint cycles for development while preserving waterfall governance to guarantee compliance-heavy deployments. Decreased time-to-market by 22% without sacrificing stakeholder visibility.
  • Applied Scaled Agile methodologies to 15+ global accounts, creating iterative feedback loops for requirements gathering without sacrificing phased gate reviews for financial approval.
  • Governance & Compliance: Implemented hybrid project controls (MS Project for waterfall milestones, Jira for Agile tracking), reducing audit findings in regulated industries by 35%.
  • Financial & Operational Analytics: Designed real-time KPI dashboards (Excel, Power BI) with burn-down charts for Agile teams and earned value metrics for waterfall managers.
  • Stakeholder Alignment: Led bi-weekly Scrum-of-Scrums for technical teams and offered monthly stage-gate reviews for C-suite, aligning methodologies across.
  • Risk Management: Initiated Agile retrospectives to find out delivery bottlenecks, then introduced waterfall-like contingency buffers for risky projects, reducing escalations by 40%.

Customer Account Manager

IBM
Atlanta, GA
11.2006 - 05.2009
  • Led a support team in managing client accounts and technical problems for a $40M+ portfolio; guided training, performance reviews, and escalated case resolution.
  • Utilized SQL and PL/SQL to develop and refine support dashboards monitoring KPIs including ticket volume, resolution time, and client satisfaction trends.
  • Queried customer and asset databases to investigate service issues, identify usage patterns, and tune case routing logic.
  • Created custom SQL reports for finance and support groups to resolve billing discrepancies and streamline A/R processes, bringing down outstanding receivables by 25%.
  • Implemented automated alerts through SQL triggers and scripts to notify SLA breaches on time, overdue cases, or service outages.
  • Assisted CRM optimization by mining structured customer feedback data for root cause analysis and service improvement planning.
  • Cross-functionally worked with product and engineering teams to translate SQL-based insights into actionable platform improvements.

Private Banker

Bank of America
Charlotte, GA
04.2000 - 10.2006
  • Managed over 1,000 high-net-worth individuals with over $10M in portfolios.
  • Provided guidance to clients regarding credit, investment, and long-term wealth management alternatives.
  • Created personalized financial plans incorporating estate, lending, and investment solutions.
  • Delivered 100% year-over-year portfolio growth with 90% client retention.

Senior Relationship Manager

Bank of America
Charlotte, GA
03.1999 - 09.2006
  • Developed intricate financial products such as mortgages, commercial lines and business credit packages.
  • Developed a client base by networking strategically and provided comprehensive wealth solutions via investment and trust partners.
  • Consistently exceeded revenue expectations, receiving highest accolades for five straight years.

Education

BBA - Finance

Troy State University
Dothan, AL
01.1992 - 06.1996

Skills

Certifications Professional Development

  • IBM Agile Champion
  • PMP Exam Prep & Project Management Fundamentals
  • Credit Risk Management Practitioner
  • Python AI for Sales Analytics
  • Excel Mastery - Advanced Functions & Dashboards
  • SQL for Business Intelligence
  • IBM Project Management Professional

Timeline

Business Advisor

IBM
10.2020 - 04.2024

Project Delivery Manager

IBM
06.2009 - 09.2020

Customer Account Manager

IBM
11.2006 - 05.2009

Private Banker

Bank of America
04.2000 - 10.2006

Senior Relationship Manager

Bank of America
03.1999 - 09.2006

BBA - Finance

Troy State University
01.1992 - 06.1996

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Tony BuiCustomer Success Program Manager