Rob Madsen Email & Phone Number

Raleigh, Nc, Us

Vienna, Vienna, At

Vienna, Vienna, At

New York, Ny, Us

o Successfully led and managed a high-performing team of seven Customer Success Managers, spanning North America growth regions and Federal accounts. Exceeded FY 2022 expectations for KPI compliance, renewal risk management, accountability, sense of urgency, and teamwork.o Strategically determined and implemented account coverage based on risk to renewal, Annual Recurring Revenue (ARR), and other relevant factors to ensure coverage of 380-420 accounts with a rough average of $40M in ARR. o Oversaw and provided guidance on actions to drive value to my team's customer base, resulting in increased customer retention and satisfaction.o Served as the main escalation point to ensure quick and accurate resolution of customer issues by coordinating internal resources and communicating important messaging to C-level stakeholders.o Demonstrated a keen awareness of priority accounts and associated risks, regularly updating knowledge to inform strategic decision-making and ensure the success of my team.o Streamlined the CS organization by formalizing internal guidelines and procedures, creating training documents, and implementing best practices.o Collaborated effectively with cross-functional teams across all departments, fostering a culture of cooperation and driving successful business outcomes.o Monitored employee performance and created personalized development plans to enhance their skills and better assist our customers.

New York, Ny, Us

o Maintained regular dialogue and relationships with 60 accounts, providing personalized support for matters related to the use of Varonis software. Successfully drove value and adoption, resulting in a management promotion after just six months in the role.o Ensured delivery of value by Varonis to secure renewals and increase customer satisfaction.o Conducted Quarterly Business Reviews to evaluate customer accomplishments, assess current environment health and potential risks, and align proposed plans with customer business use cases and objectives.o Leveraged CRM tools to capture customer use cases, goals, stakeholders, and other key details for all accounts, resulting in improved ability to drive value, identify upsell opportunities, and build strong customer relationships.o Facilitated regular meetings between our external champion and internal technical resources to support customers in achieving their objectives.o Coordinated customer trainings and value-add services with internal SMEs.o Analyzed customer use cases and objectives to develop strategic plans for driving value and increasing customer satisfaction.o Proactively identified and remediated risks to renewals by determining and acting on the best courses of action.

Atlanta, Georgia, Us

o Leveraged my expertise in hospitality and extensive knowledge of our technology solutions to successfully sell and promote our products. o Utilized CRM software to efficiently track leads, acquire new customers, and retain existing clients. o Proactively identified promising leads in the restaurant industry through cold calling and strategic outreach initiatives. o Built and maintained strong relationships with clients, providing exceptional customer service and support throughout the sales process.

o Demonstrated exceptional leadership skills and top performance, earning multiple promotions and selection for high-priority initiatives. o Improved in-store operational performance reporting by creating Excel-based reports to track sales, profit and loss, and labor costs, resulting in greater efficiency and accuracy in decision-making. o Boosted wine (bottle) sales by 30% during tenure as Bar/Beverage Manager by expanding knowledge of inventory and implementing sales techniques through staff training. o Streamlined restaurant inventory management by developing analytical tools to improve estimates of liquor, beer, and wine consumption, resulting in a 5% reduction in waste and an increase in inventory turnover. o Conducted regular reviews of work procedures and operational processes to identify areas for improvement and implement service, performance, and safety enhancements. o Resolved customer complaints effectively through clear communication and creative problem-solving techniques, maintaining a high level of customer satisfaction.

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