 | Customer Success Manager |
| ……… | Instructional Designer |
 | Orem, Utah |
 | HendricksonAlan@gmail.com |
 | 801-473-4646 |
- Sales Management
- Helpdesk Creation
- Customer Service
- Video Editing (After Effects/Premiere)
- Team Building
- Microsoft Office Suite
- Articulate 360/Adobe Captivate
- Excellent Communication Skills (Verbal & Written)
- Support/Sales
- Training Empathy and Active Listening
- Problem-Solving
- Analytical Skills (Data Analysis)
- Strategic Thinking
- Adaptability
- Relationship Building
- Presentation Skills
- Account Management CRM Software Proficiency (e.g., Salesforce, HubSpot)
- Time Management
- Customer Success Metrics and KPIs
Customer Service and Satisfaction
Adobe skills proficiency
Content creation proficiency
Digital programming proficiency
Adobe skills proficiency
-
Photo Editing
Flyer Creation
Lighting and Shading
Animated Gifs
Video Editing
Content Creation
Lighting and Shading
Animated Gifs
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Adobe skills proficiency
Photoshop:
Adobe After Effects
Adobe Premiere
Adobe Illustrator
Content creation proficiency
Articulate design
Photography
E-Learning concepts
Digital programming proficiency
HTML/CSS
C#
JavaScript
Work Experience
December 2022 – Current
I am a highly skilled and achievement-oriented executive with a demonstrated history of excellence in partner success management. I served as the Director of Partner Success at GMetrix, where I led a team of content developers and held the exclusive role of overseeing all client relationships within the organization.
- Partner Retention Rate: Maintained 100% partner retention rate, ensuring long-lasting and prosperous relationships.
- Cross-Training and system tools competency: Improved partner cross-training efficiency, by enhancing their proficiency and understanding in the system tools and resources.
- Internal Tool Enhancement: Hosted bi-weekly meetings to gather partner feedback in the internal tools. Created actionable items for development to update features for each tool resulting in more efficient content integration.
- cSAT: Achieved a record-breaking NPS score of 75, reflecting partners’ strong advocacy for our solutions.
- Partner Contribution Ratio: Raised partner contribution and collaboration 20%
- Global Partner Expansion: Successfully expanded partner network by onboarding new clients, cross-training and localization into new language markets.
August 2021 – December 2021
Provide exceptional customer supports to customers as they transition from sales prospects to/ active users of the products. I focused on customer loyalty and building close long-term client relationships while reducing churn and increasing customer lifetime value.
• Quickly address customer’s concerns and actively seek resolutions.
• Develop trust and long-standing relationships while advocating for the customer’s success
• Assisted in maintaining a net negative churn
• Work with CEO’s and primary decision makers to determine the best product set to fit their company’s needs.
Premier Technical Account Manager – XANT (Lehi, Utah)
April 2019 – August 2021
I provided premier-level customer support by adeptly troubleshooting intricate technical problems, orchestrating flawless implementation procedures, and spearheading performance optimizations for systems. I cultivated robust client relationships, ensuring the fulfillment of their distinct requirements and challenges, while closely collaborating with cross-functional teams to provide customized solutions.
- Client Portfolio Management: Successfully managed a portfolio of 15 very high-value clients, ensuring their needs were met and objectives achieved.
- Proactive Engagement: Proactively engaged with clients, resulting in the teams highest customer satisfaction scores (CSAT) over the course of a year.
- Business Review Impact: Conducted quarterly business reviews that contributed to a net-negative client churn.
- Exceptional Support: Achieved a 96% resolution rate for client escalations within 24 hours.
- Training and Product Adoption: Conducted and recorded daily trainings for each team leading to a 30% increase in product adoption and overall customer success.
- Client Enablement: Recorded and developed training material that was posted and utilized in the help-center, resulting in a large reduction of support calls.
June 2016 – March 2016
Work closely with trainers and curriculum developers to help develop interactive training material for an entire company. Was able to identify dramatic growth in employees understanding of the company’s products and services.
Build, maintain and edit medical educational material for many different courses in the medical industry
• Rewrote and developed content into easier to understand segments.
• Scripted and storyboarded material into interactive games to help drive better retention.
• Develop videos and recorded audio into easier to digest pieces of content.
• Using the adult learning methods, maintained and updated courses for better retention.
June 2013 – March 2016
Managed a team of over fifty overnight sales and technical support agents. Helped increase productivity by maintaining a call monitoring process. Helped decrease wait times and increase sales numbers.
While maintaining two roles at the company I would create and edit content for our help center while providing managerial support to the overnight sales and support team.
• Worked to drive higher sales metrics and provide coaching on areas of improvement.
• Provided support to escalated customers while helping maintain and retain accounts.
• Worked with the instructional design team to provide content and to develop courses for the help centers
Work Experience
Director Of Partner Success Manager – Gmetrix (Orem, Utah)
December 2021 – Current
I am a highly skilled and achievement-oriented executive with a demonstrated history of excellence in partner success management. I served as the Director of Partner Success at GMetrix, where I led a team of content developers and held the exclusive role of overseeing all client relationships within the organization.
- Maintained 100% partner retention rate, ensuring long-lasting and prosperous relationships.
- Improved partner cross-training efficiency, by enhancing their proficiency and understanding in the system tools and resources.
- Hosted bi-weekly meetings to gather partner feedback in the internal tools. Created actionable items for development to update features for each tool resulting in more efficient content integration.
- Achieved a record-breaking NPS score of 75, reflecting partners’ strong advocacy for our solutions.
- Raised partner contribution and collaboration 20%
- Successfully expanded partner network by onboarding new clients, cross-training and localization into new language markets.
- Implemented a comprehensive partner onboarding program, reducing the time to onboard new partners by 30% while ensuring a smooth transition and alignment with our company’s objectives.
- Developed and executed a targeted partner incentive program, resulting in a 15% increase in partner engagement and sales performance.
- Conducted regular partner satisfaction surveys to gauge sentiment and identify areas for improvement, leading to a 10% increase in overall partner satisfaction within the first year.
- Established strategic partnerships with key industry players, fostering collaboration and opening new avenues for mutual growth and market expansion.
- Led a series of partner training workshops and webinars on emerging industry trends and best practices, empowering partners to stay ahead of the curve and seize new opportunities in the market.
Customer Success Manager – SalesRabbit (Lehi, Utah)
August 2021 – December 2021
I was responsible for building and nurturing strong, long-lasting relationships with our diverse client base. By guiding clients through the onboarding process, providing in-depth training, and ensuring they were proficient in utilizing SalesRabbit’s platform. My role also involved monitoring contract renewals, collecting valuable feedback, and encouraging clients to become advocates for SalesRabbit.
- Successfully managed a diverse portfolio of 300 high-value clients, ensuring their needs were met and objectives achieved.
- Proactively engaged with clients, resulting in a 15% increase in customer satisfaction scores (CSAT) over the course of a year.
- Conducted quarterly business reviews that contributed to a 20% increase in client retention rates and identified $100,000 in upselling opportunities.
- Achieved a 95% resolution rate for client escalations within 24 hours, leading to a 10% reduction in churn.
- Conducted quarterly customer training sessions, leading to a 25% increase in product expansion and adoption.
- Proactively identified and closed upselling and cross-selling opportunities, exceeding renewal and expansion targets by 10 – 30% monthly.
- Utilized data analytics and customer feedback to drive data-driven decision making and continuously improve the customer success program.
- Implemented a client segmentation strategy, allowing for tailored service delivery and resource allocation based on the unique needs and value potential of each client segment, resulting in a 12% increase in overall client profitability.
Premier Technical Account Manager – XANT (Lehi, Utah)
April 2019 – August 2021
I provided premier-level customer support by adeptly troubleshooting intricate technical problems, orchestrating flawless implementation procedures, and spearheading performance optimizations for systems. I cultivated robust client relationships, ensuring the fulfillment of their distinct requirements and challenges, while closely collaborating with cross-functional teams to provide customized solutions.
- Proactively engaged with clients, resulting in the team’s highest customer satisfaction scores (CSAT) over the course of a year.
- Conducted quarterly business reviews that contributed to a net-negative client churn.
- Achieved a 96% resolution rate for client escalations within 24 hours.
- Conducted and recorded daily trainings for each team leading to a 30% increase in product adoption and overall customer success.
- Recorded and developed training material that was posted and utilized in the help-center, resulting in a large reduction of support calls.
- Spearheaded a cross-functional initiative to implement a client-centric approach, resulting in a 20% increase in client retention and loyalty.
- Developed and executed a personalized client success plan for each client, leading to a 25% increase in client satisfaction scores and a 10% increase in upsell opportunities.
- Established and maintained strong relationships with key stakeholders within client organizations, resulting in a 15% increase in client referrals and expansion opportunities.
- Implemented a proactive outreach strategy, resulting in a 20% reduction in client churn and a 15% increase in overall client lifetime value.
- Collaborated with the product development team to advocate for client-driven feature enhancements, resulting in a 30% increase in product usage and adoption rates among clients.
Instructional Designer / Program Developer – Career Step (Lehi, Utah)
June 2016 – March 2016
Work closely with trainers and curriculum developers to help develop interactive training material for an entire company. Was able to identify dramatic growth in employees understanding of the company’s products and services.
Build, maintain and edit medical educational material for many different courses in the medical industry
• Rewrote and developed content into easier to understand segments.
• Scripted and storyboarded material into interactive games to help drive better retention.
• Develop videos and recorded audio into easier to digest pieces of content.
• Using the adult learning methods, maintained and updated courses for better retention.
Overnight Sales and Tech Support Manager – Bluehost (Orem, Utah)
June 2013 – March 2016
Managed a team of over fifty overnight sales and technical support agents. Helped increase productivity by maintaining a call monitoring process. Helped decrease wait times and increase sales numbers.
While maintaining two roles at the company I would create and edit content for our help center while providing managerial support to the overnight sales and support team.
• Worked to drive higher sales metrics and provide coaching on areas of improvement.
• Provided support to escalated customers while helping maintain and retain accounts.
• Worked with the instructional design team to provide content and to develop courses for the help center
Education
College Education
Utah Valley University
– Current
Self-paced Education
Web Development
| Game / App Development
| |
Certification in progress | ||
