Vernon Hudson
Missouri City,Texas
Summary
Results-driven Customer Success Manager with over 15 years of experience in customer success and account management. Proven expertise in building and maintaining strategic relationships, driving revenue growth, and ensuring customer satisfaction. Adept at leveraging CRM tools like Gainsight to analyze metrics and improve customer success strategies. Passionate about delivering exceptional customer experiences and contributing to continued success and growth.
Overview
16
16
years of professional experience
Work History
Customer Success Manager
HCSS
10.2019 - Current
- Delivered and engaged with a wide array of customers using Gainsight, enhancing customer onboarding and adoption efforts
- Monitored usage trends and customer health to proactively identify challenges and optimization opportunities, leading to elevated satisfaction and retention rates
- Scheduled consistent customer touchpoints to secure optimal utilization of HCSS solutions, identifying and addressing potential support or training needs
- Built strategic relationships with key executive stakeholders, resulting in a 20% increase in customer retention and satisfaction levels
- Analyzed customer insights to inform product enhancements, leading to a 10% increase in user behavior and adoption
- Collaborated cross-functionally with internal teams to resolve complex issues, resulting in a 25% reduction in resolution time
- Partnered with Marketing, Sales, and Industry Principals to create effective and targeted campaigns, analyze results, and share insights with leadership teams.
Soft Skills Trainer
Dataprise Inc.
05.2014 - 11.2018
- Led engaging soft skills training sessions resulting in a 20% increase in employee communication effectiveness
- Crafted personalized training plans aligned with organizational goals, resulting in a 15% increase in employee performance
- Utilized simulations to enhance employees' application of soft skills in practical settings, resulting in improved decision-making
- Collaborated with stakeholders to bridge training gaps and enhance overall organizational performance.
Desktop Support Engineer
Dataprise Inc.
09.2013 - 04.2014
- Maintained system uptime by swiftly addressing technical issues for end-users, resulting in improved productivity and user satisfaction
- Delivered technical information to end-users in a clear and concise manner, fostering trust and satisfaction through effective communication
- Oversaw hardware and software inventory while facilitating equipment procurement and disposal, ensuring efficient asset management
- Met SLA requirements by promptly documenting and resolving help desk tickets, escalating complex issues to senior support teams as needed.
Tier II Technical Support Engineer
Verizon
02.2009 - 09.2013
- Enhanced customer satisfaction by efficiently troubleshooting complex technical issues with Verizon's products and services, resulting in a 95%+ satisfaction rate
- Provided expert guidance and training to Tier I Technical Support Representatives, resulting in a 25% improvement in issue resolution rates
- Expertly diagnosed and resolved voice, data, and video service issues, including WAN/LAN connectivity, routers, switches, and firewalls, resulting in a 30% reduction in downtime.
Customer Service Representative
Verizon
01.2009 - 02.2011
- Achieved consistent success by surpassing performance targets, including exceeding average handle time and enhancing customer satisfaction levels
- Optimized customer support efficiency and effectiveness by utilizing CRM software, product knowledge databases, and troubleshooting guides.
Education
Electronic Engineering -
Grambling State University
Skills
- Communication Skills
- Account Management
- Interpersonal Skills
- Problem Solving
- Project Management
- Client Management
- Data Analysis
- Time Management
- Technical Aptitude
- Gainsight
- Strategic Planning
- CRM Software
Timeline
Customer Success Manager
HCSS
10.2019 - Current
Soft Skills Trainer
Dataprise Inc.
05.2014 - 11.2018
Desktop Support Engineer
Dataprise Inc.
09.2013 - 04.2014
Tier II Technical Support Engineer
Verizon
02.2009 - 09.2013
Customer Service Representative
Verizon
01.2009 - 02.2011
Electronic Engineering -
Grambling State University
Similar Profiles
Emory NicholsonEmory Nicholson
Technical Support Analyst at HCSSTechnical Support Analyst at HCSS
SIERRA CLARKSIERRA CLARK
Manager of Professional Services at HCSSManager of Professional Services at HCSS
Dorian WilliamsDorian Williams
Pediatric Registered Nurse at HCSSPediatric Registered Nurse at HCSS