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Bruce Monroe personal email
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I’m an ambitious Customer Success leader with expertise in driving product adoption for global organizations, curating customer success programs from the ground up, and strategically managing multi-million-dollar books of business. I’ve been consistently recognized by customers and executives for both building and leading programs centered around the customer experience. I am passionate about providing customized solutions to meet the unique needs of each customer while driving product adoption. I collaborate with them one-on-one to analyze their current business systems and structures, understand their current challenges, and maximize the value of the product across the organization. I’ve successfully expanded business capabilities and revenues by listening to customer needs to find ideas for new products and working with product teams to develop. I believe that above all, listening to the voice of your customer and building effective sales processes are the key to long-term customer and client retention.
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Independent ConsultantAppleUnited States -
Managing Director, Global Customer SuccessElixir Technologies Sep 2024 - PresentOjai, Ca, Us -
Director Of Global Customer SuccessBonterra Feb 2023 - Jan 2024•Surpassed global customer satisfaction goals by fostering strong client relationships and leading a multicultural team.•Mentored a skilled Customer Success team, scaling operations across regions for seamless customer experiences.•Utilized data-driven insights to enhance customer success strategies, optimizing resources and driving growth. -
Director Of Enterprise Customer SuccessBonterra Aug 2021 - Jan 2023Cultivated key relationships, driving overall revenue growth and improved customer satisfaction. Set the customer success strategy from onboarding through renewals. Implemented several processes to improve efficiency, including playbooks, executive business reviews, and succession plans for top 50 accounts. Coached junior employees. Select achievements:•Oversaw a $29M book of business while simultaneously building the Enterprise Customer Success team from the ground up, leading the expansion from one CSM and a $14M APR to a team of five CSMs and a $29M APR. •Developed a qualified leads program, allowing for potential customers to be ranked on fit, interest, and readiness, leading to an additional $2.1M in additional revenue (40% over target) in 2021 and $3.1M (24% over target) in 2022. •Averted $3M+ in potential churned APR by revamping the escalation process to be more proactive, leading to more insightful report mechanisms to keep stakeholders informed and aligned. •Reinvigorated the NPS program, doubling the overall response rate to create more actionable data and exceed retention goals.
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Senior Enterprise Customer Success ManagerWrike Dec 2019 - Aug 2021San Diego, California, UsReported to the Director of Customer Success for North America. Developed policies, procedures, and playbooks for the entire customer success COE. Mentored junior employees. Consulted directly with executives to understand current challenges within the organization; Used this information to suggest solutions within the product. Select achievements: •Oversaw the largest book of business amongst CSMs at $4M annually and consistently exceeded net retention metrics.•Selected by the Chief Customer Officer to author the post-COVID response playbook, identifying key indicators that customers were likely to return and educating CSMs on how to win businesses back. -
Senior Account ManagerServicechannel Jan 2019 - Jan 2020Pleasanton, California, UsDeveloped a voice of the customer program in collaboration with the CSM team. Led customers through the renewal process. Recovered all at-risk accounts, maintaining 0% churn. Select achievements: •Selected by the Vice President of Account Management to lead and coach the sales team to have a more empathetic and user-centric approach. •Managed a $5.7M book of business, including two of the top 10 strategic accounts while maintaining 100% gross retention rates. -
Senior Customer Success Manager - Team LeadServicechannel Sep 2017 - Jun 2019Pleasanton, California, UsIntroduced a data-driven customer success model, leading to the identification of improvement opportunities for several processes. Managed people operations, including screening applicants, conducting interviews, and providing coaching. Select achievements: •Configured the CRM by attending product demonstrations, selecting cost-effective vendor, facilitating product rollout, and training CSMs on best practices. •Attained a $3.4M book of business, including several key strategic partners; Held the highest net retention rate in the company for over a year.
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Customer Success ManagerServicechannel Oct 2015 - Sep 2017Pleasanton, California, UsIdentified customer needs and implemented products within large, multi-site organizations in the restaurant and retail industries. Maintained 100% retention of assigned accounts. Select achievements: •Built the company’s customer success team from scratch by developing standardized processes, navigating change management both internally and externally, and separating the account executive and customer success functions.
Bruce Monroe Skills
Bruce Monroe Education Details
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University Of ArizonaBusiness Administration -
Nuclear Power School - Naval Nuclear Power Training Command (Nnptc)Nuclear Power Technology/Chemistry/Physics/Materials Science
Frequently Asked Questions about Bruce Monroe
What company does Bruce Monroe work for?
Bruce Monroe works for Apple
What is Bruce Monroe's role at the current company?
Bruce Monroe's current role is Independent Consultant.
What is Bruce Monroe's email address?
Bruce Monroe's email address is bm****@****nel.com
What is Bruce Monroe's direct phone number?
Bruce Monroe's direct phone number is +152099*****
What schools did Bruce Monroe attend?
Bruce Monroe attended University Of Arizona, Nuclear Power School - Naval Nuclear Power Training Command (Nnptc).
What are some of Bruce Monroe's interests?
Bruce Monroe has interest in Education, Environment, Science And Technology, Human Rights, Animal Welfare.
What skills is Bruce Monroe known for?
Bruce Monroe has skills like Management, Training, Sales, Customer Service, Leadership, Team Building, Customer Satisfaction, Retail, Inventory Management, Networking, Team Leadership, Customer Retention.
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