Scott V
Customer Relationship Manager
Profile
B2B Professional with Customer Relationship, Account Management and Insurance expertise
Proactive, results-oriented Customer Relationship Manager passionate about the value of customer satisfaction in growing revenue. With a collaborative nature, work with a wide range of people and disciplines to attain a high level of customer satisfaction. Guardian of the customer’s voice and experience, working cross-functionally to make sure that it is easy to work with your company, which results in a win-win partnership with your customers. Known for "turning disgruntled customers into testimonials".
Key Skills & Competencies
Relationship Building | Account Management | Leadership | Trusted Advisor | Champion | Customer Advocate | Business Reviews | Influencing Skills | Strategic Thinker | Problem Solving | Upselling | Cross Selling | Active Listener | Escalation Point | Manage Customer Life Cycle | Confidentiality | Minimize Churn | Strong Communication Skills | Manage Priorities | Committed to Excellence | Excellent Organizational & Time Management Skills | Strong Interpersonal Skills | Team Player | Collaboration | Ownership | Work with Minimal Supervision | Proficient in Microsoft Office
Professional Experience
HeadLight - Seattle, WA, 10 months
Customer Success Manager - Remote in CT
• Key member of Customer Experience team with company providing Construction Management Technology and Solutions for infrastructure projects in the Transportation, Water, and Energy industries.
• Managed accounts in the Northeast region and facilitated development of Support and Engineering solutions for complex issues through JIRA tickets and Salesforce.com cases.
• Delivered onsite and virtual training to expand user adoption and built productive partnerships with sponsors and key stakeholders to drive revenue growth.
ComTec Solutions - Rochester, NY, 1 year, 5 months
Customer Success Manager - Remote in CT
• Proactively managed outsourced IT managed services portfolio in New York and New England for 60 public and private manufacturing, aerospace, and defense companies.
• Sold ERP modules, hardware, software, and cloud services along with managed services to drive customer adoption, retention, and satisfaction.
• Collaborated closely with regional teams and technical support to ensure outstanding customer service. Created and presented QBR Quarterly Business Reviews to customers.
Cyberscout (A TransUnion Brand) – Scottsdale, AZ, ~4 years
National Accounts Relationship Director – Remote in CT
• Achieved 95% renewal rate and exceeded revenue goals by proactively managing national accounts involving Identity Theft, Data Breach, Credit Monitoring, and High-Net-Worth services.
• Doubled account load, created customer newsletter and up-sold and cross-sold products and services to generate revenue growth.
Higher One, Inc. - New Haven, CT, 7 years
Senior Customer Relationship Manager
• Renewed 98% of customer contracts for provider of financial services and data analytics for higher education institutions and their students.
• Turned around two key unhappy customer accounts, whose satisfaction opened the market west of the Mississippi leading to 11 new customers worth $15mm in revenue. Led to promotion to Sr. CRM.
• As new hire was given oversight for management and reference-building for accounts comprising 60 % of company revenue; helped expand from 33 colleges and university customers to over 1,250; and mentored new and junior managers.
PRIOR
Professional roles in Commercial Insurance as Liability Adjuster, Account Representative (Sales), In-house Underwriter, Senior D&O Underwriter and Senior Client Relationship Manager with industry leaders including Aetna, Wausau, and Insurity.
Community Experience
Job Search Work Team, Member Services Lead - South Windsor, CT Volunteer 1 year. 5 months
• Non-profit human services organization providing vocational and financial coaching to residents
JETS - Job Search Work Team, South Windsor, CT 3 years, 9 months
• Provided event management and member services for non-profit organization providing vocational and financial coaching and other human resource services to customers.
• Arranged guest speakers, prepared weekly agenda, and ran meetings for 12-27 participants
Primary Caregiver - supported immediate family members (3) through a serious illness (2 time periods)
T-ball and Little League Baseball Coach
Cub Scout and Webelos Troop Leader
Education
BA in Political Science and Geography (double major) at The University at Albany (SUNYA)
Completed 80% of MA in Public Administration at The University at Albany (SUNYA)
Other Experience/Awards/Publications
Associates in Risk Management (ARM) designation from The Institutes
Accredited Advisor in Insurance (AAI) designation from The Institutes
Completed three parts of the Chartered Property and Casualty (CPCU) designation from The Institutes
Epicor Channel Sales Certified Americas