Robert Edwards Email & Phone Number

Santa Barbara, CA, US

San Francisco, CA, US

• Provide tailored support to a customer base of Enterprise level contracts
• Consulting on best practices for setup, execution, and reporting of large-scale webinars
• Onboarding new contracts and/or teams within existing contracts
• Assisting in the renewal of annual contracts
• Working closely with internal teams and customers to avoid churn and work through successful save plays.
• Maintaining regular Health Check calls/meeting with customers to ensure complete alignment

Roseville, California, US

• Sr. Manager, Customer Success 2017 – 2019
• All CSM activities listed below (I kept 2 top level enterprise accounts as their CSM after promotion)
• Leader to team of customer success managers. Primary focus to drive business activities and successfully achieve company goals including, retention, adoption and up-sell.
• Created and deployed business process that previously didn’t exist. (Onboarding, SFDC Task Management, Event tracking/reporting, Renewals)
• Track and forecast quarterly churn
• Track and plan based on customer usage needs over time

Portland, Oregon, US

See Description Below

Portland, Oregon, US

• Leader to team of customer success managers. Primary focus to drive business activities and successfully achieve company goals including, retention, adoption and up-sell.
• Track and forecast quarterly churn.
• Manage the company billing suspension/termination processes.
• Quarterly MBO and up-sell payout reconciliation for entire Customer Success department.
• Develop processes to identify customer opportunity within installed business base.
• Coordinate sales department and customer success alignment criteria.

Portland, Oregon, US

• Provide tailored service to an account base of customers, supporting all their marketing automation needs and ensuring their overall success in using our application.
• Provide technical support and troubleshooting assistance.
• Maintain an aggressive quarterly retention goal.
• Develop new adoption opportunities within the account base.
• Identify and create up-sell opportunities within the account base.
• Customer and employee education of best practices and commonly encountered issues that present barriers to increased adoption.

San Jose, California, US

• Forecast quarterly churn projections for the entire commercial, SB, public sector, and service source business units, with a less than 3% margin of error.
• Manage a team of 15 client service managers to drive business activities and successfully exceed company goals around retention, adoption, and up-sell.
• Develop processes to identify customer opportunity within installed business base.
• Coordinate sales department and customer service alignment success criteria.
• Ensure customer satisfaction and increase overall customer experience by driving escalated issues to resolution.
• Provide coaching and leadership utilizing creative solutions to address customer issues.

San Jose, California, US

• Provide tailored service to an account base of corporate customers.
• Downsell and term length contract negotiation during account save situations.
• Maintain an aggressive quarterly retention goal.
• Uncover new adoption opportunities within my account base by regularly conducting account reviews to understand the ever changing needs of the customer.
• Introduce new services into existing account base.
• New user and best practice training that is customized specific to each customer’s desired outcome.