Steve Margulis Email & Phone Number

Remote

As Senior Customer Success Manager at LiveAction, I have a strong understanding of our customers’ business objectives and the ability to identify and articulate how our solution supports achievement of the customers’ strategic business goals. The CSM is responsible for understanding the ‘health’ of our customers, ensuring they grow into LiveAction champions. LiveAction’s solution suite provides unmatched network visibility and actionable intelligence for effective network management and troubleshooting. LiveAction customers have recognized up to 50% improvement in mean time to respond, 20X faster troubleshooting, 153% return on investment, and payback in 12 months. To learn more, visit www.liveaction.com.

Remote

Responsible for onboarding new Large Enterprise customers, overseeing successful implementations and developing business through a clear understanding of the customer’s business needs. As Trusted Advisor, I help customers drive value from their investments by developing and executing strategic success plans.● Provide oversight to software implementation projects● Engage regularly with key stakeholders to address concerns and ensure satisfaction● Partner with customer leadership to plan strategic roadmaps and provide resources to help customers achieve their business goals● Identify opportunities for upsell/cross-sell

Remote

As Manager, Customer Success, I led a team of CSMs that own all aspects of the post-sales customer lifecycle. By guiding the customer through each stage of implementation into maintenance, the CSM builds trust with the customer, which can drive business development through upsell, cross-sell, marketing collateral and word-of-mouth advertising.

Remote

I was responsible for onboarding new Large Enterprise customers, maintaining successful implementations and developing business through a clear understanding of the customer’s business needs. As Trusted Advisor, I helped customers drive value from their investments by developing and executing strategic success plans.

Radnor, Pa

As Customer Success Manager at RES, I was responsible for all aspects of the customer’s journey. By developing strong relationships with our strategic and enterprise customers, I helped ensure a high level of customer satisfaction and loyalty. This included onboarding new customers and assisting them during initial implementation, quarterly meetings to review product usage, sharing best practices and raising awareness of product features, collecting and sharing customer feedback and promoting a customer-centric culture throughout the company. ● Developed new Customer Success organization, including hiring additional CSMs● Implemented Gainsight Customer Success software platform● Designed and implemented customer onboarding process● Initiated Customer User Group program● Helped achieve 97% customer retention rate● While I was at RES, I helped generate $6.64M in booked upsell and cross-sell opportunities to named customers ● Completed SatMetrix NPS and RES Sales Champ certifications

Berwyn, Pa

To support Dell Boomi’s new SaaS business model, I focused on developing long-term customer relationships and increasing operational efficiency.• Supported customer retention through proactive outreach to new and current customers• Advocated cross-functional engagement to promote customer-centric culture• Resolved customer escalations by working with Services, Support, R&D, and Product Management teams• Established effective Customer Success programs to maximize the company’s retention rate and drive exceptional customer experience• Provided feedback to Product Management and other areas of business based on customer issue resolution• Designed, implemented and provide closed-loop management of customer satisfaction surveys• Awarded Q4FY13 Gold Recognition Award, Q2FY15 Bronze Award, Q3FY15 Silver Award• Achieved Developer 1 Certification in Boomi AtomSphere; Salesforce Administrator training

As Business Manager of Aperio Engineering, I was responsible for all aspects of internal operations and project management for multi-million dollar construction projects.• Provided project oversight for port security construction projects, including vendor qualification, weekly status meetings, records management, and scope change management• Managed customer relationships to encourage continued engagements• Participated in business development• Oversaw public bidding process, including production and maintenance of contract documents, invitations to participate, public forums, bid review and award of bid.• Resolved complex issues by working with project owners and contractors to overcome conflicts