Gilbert Song Email & Phone Number

Chicago, IL, US

Portland, OR, US

New York, NY, US

• First external CSM hire in charge of building Customer Success program from the ground up. Provided expertise on improving workflows, customer onboarding, managing relationships, and escalation handling.
• Created appendix of desired business outcomes with associated KPIs to quantify the “before and after.” New collateral has cut business review preparation time by 80%.
• Produced dozens of Confluence pages and Asana projects outlining CS processes as they interrelate with RevOps, Sales, Product, Marketing, Data Science, Finance, and Implementation.

Jersey City, New Jersey, US

• Drove positive outcomes across 50 Public Sector accounts with an annual contract value of $3.5M. Trusted advisor who guided customers from pre-sales to post-sales delivering value throughout the Customer Journey.
• Assessed telemetry data and Net Promoter Score (NPS) metrics to drive retention and customer satisfaction. Developed mitigation strategies to ensure renewals—had one account churn in two years.
• Ensured Voice of the Customer was elevated through feedback relays to Product for exceptional customer experience. Developed numerous customer evangelists to provide case studies, testimonials, and B2B reviews.
• Collaborated with Account Executives to plan and execute short-term/long-term initiatives across territories. Increased NRR by 22% from 2021 to 2022. Uncovered seven cross-sell opportunities per quarter on average.
• Quickly promoted to Senior CSM after exceeding expectations in all categories at first bi-annual review.

Jersey City, New Jersey, US

Chicago, Illinois, US

• Collaborated cross functionally with Implementation, Engineering, and Support to ensure successful integration of 26 broker, 3PL, and Enterprise accounts and their hundreds of carriers.
• Conducted over 100 EBRs that evaluated efficacy of success plans, benchmarked outcomes against customer goals, and identified more effective roadmaps for success. Built lasting relationships with key stakeholders.
• Trained 1000+ end users on best practices and assisted in production of webinars, videos, and help guides.
• Helped develop customer journeys and playbooks to capture entire customer lifecycle for Gainsight implementation. Created account hand-off protocols from Sales > Implementation > Customer Success.

Chicago, IL, US

• Managed 100+ third-party technicians to deploy and implement hardware solutions in hospitals, clinics, and doctors' offices; implemented over 1,200 devices.
• Promoted to squad leader within six months of hire date to lead a team of five junior team members; owned training, evaluations, and mentoring in addition to daily operational duties.
• Promoted to a project management role two months after being promoted to squad leader.
• Entrusted with being a key Operations stakeholder for several company-wide projects to improve processes, reduce cost overruns, and develop “blue sky” solutions.

Lucerne, CH

• Taught over 3,000 lessons across a two-and-a-half-year span.
• Classes varied from one-on-one lessons to workshops with up to 25 students.
• Additional duties included: emceeing promotional events, chaperoning students at social outings, conducting proficiency tests for new clients, and appearing in marketing materials.

Fort Liberty, NC, US

• Enlisted non-commissioned officer who led an eight-member team while deployed in Afghanistan in support of Operation Enduring Freedom.
• Fully supported battalion signal assets valued at $30M. Continually maintained multiple network systems and 2700+ user accounts.
• Resolved 1,200+ work orders with 99% of requests completed within SLA parameters.
• Conducted various missions outside the wire to install/repair equipment, provide security, and deliver cryptographic keys.

Austin, TX, US

• Served as a first point of contact for the University community consisting of 70,000 members and 500,000 alumni providing outstanding desktop and software support.
• Assisted users with Learning Management System software, Microsoft licensing, network troubleshooting, telecommunications equipment issues, and Identity Access Management.
• Chosen as the Help Desk liaison to a third-party cloud storage vendor for a campus-wide rollout.
• Resolved over 10,000 tickets and consistently scored 4.5 out of 5.0 or better on CSAT surveys.