Dennis Davidson
Independence
Summary
Dynamic Client Success Manager offering 16+ years of success in customer service, driving revenue, growing market share and building highly profitable account bases for diverse organizations. Well-versed in establishing top-performing teams committed to surpassing business objectives in alignment with corporate mission. Skilled in enforcing adherence to policies, procedures and service standards. Dedicated to continuous delivery of top-quality products and services to clients.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Client Success Manager
Hack The Box
09.2023 - 04.2024
- Managed a diverse portfolio of clients, ensuring timely delivery of products and services to meet their unique needs.
- Enhanced corporate reputation by fostering strong customer relationships through proactive and effective communication strategies
- Facilitated the onboarding process for new clients joining the Hack The Box platform
- Coordinated training sessions for clients on new product features, enhancing user adoption rates and overall satisfaction levels.
- Conducted regular reviews of account performance, identifying opportunities for upselling and expansion of services.
- Participated in strategic planning meetings to align department objectives with broader company goals related to client success management efforts.
Customer Success Manager
Cofense, Inc.
12.2021 - 07.2023
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction, positioning Cofense as a trusted advisor to its clients.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Conducted regular account reviews, including Quarterly Business Reviews (QBR) to assess progress and strategize future growth opportunities for clients.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Maintained a retention rate of 90% in 2023.
Sr. Support Engineer
Cofense, Inc.
07.2018 - 12.2021
- Increased first-call resolution rates by providing clear communication on technical concepts to non-technical users.
- Delivered exceptional customer service by addressing user inquiries promptly and professionally.
- Resolved critical technical problems for clients, improving overall customer satisfaction.
- Developed comprehensive documentation for technical procedures, ensuring consistency and accuracy in problem resolution.
- Mentored junior support engineers, fostering a positive learning environment and promoting professional growth.
- Led training sessions for internal staff members, boosting their technical knowledge and skills in key areas of expertise.
- Strengthened relationships with clients through consistent follow-ups post-resolution to ensure ongoing satisfaction with support services.
Computer Helpdesk Technician
K12ITC
03.2016 - 06.2018
- Delivered technical assistance to faculty and staff of K12 schools through phone and remote support software.
- Designated as the escalation point for G Suite, Office 365, web filtering, and related matters.
- Created and executed a Quality Assurance initiative for the Helpdesk.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
IT Support Specialist
William Jewell College
06.2015 - 03.2016
- Delivered onsite technical support for all William Jewell faculty and staff.
- Developed and managed documentation to assist members of the college community in resolving their technology issues.
- Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
System Service Representative/Team Lead
Toshiba Global Commerce Solutions
01.2008 - 06.2015
- Optimized system functionality by conducting thorough testing to identify areas for improvement and making necessary adjustments accordingly.
- Boosted customer satisfaction by providing timely and accurate troubleshooting for hardware and software problems.
- Reduced downtime by proactively diagnosing and resolving complex technical issues in a fast-paced environment.
- Strengthened client relationships through effective communication and prompt resolution of concerns or complaints.
- Provided hardware support for IBM X-Series servers in large and small data centers
- Served as part of the Workload Balance Team to provide technical support to other technicians around the country
Education
Associate of Applied Science - Secure Systems Administration & Engineering
Metropolitan Community College - Kansas City
Kansas City, MO05.2017
Bachelor of Arts - Pyschology
Southwest Baptist University
Bolivar05.1993
Skills
- Client Engagement
- Project Management
- Customer Retention
- Report Generation
- Troubleshooting
- Customer service and support
- Client Relationship Management
- Customer Satisfaction
- Training and mentoring
- Teamwork and Collaboration
- Proficient in CRM software including Salesforce, Hubspot and ChurnZero
Certification
CompTIA A+
CompTIA Network+
CompTIA Security+
Cofense PhishMe & Reporter
Cofense Triage
Cofense Vision
Timeline
Client Success Manager
Hack The Box
09.2023 - 04.2024
Customer Success Manager
Cofense, Inc.
12.2021 - 07.2023
Sr. Support Engineer
Cofense, Inc.
07.2018 - 12.2021
Computer Helpdesk Technician
K12ITC
03.2016 - 06.2018
IT Support Specialist
William Jewell College
06.2015 - 03.2016
System Service Representative/Team Lead
Toshiba Global Commerce Solutions
01.2008 - 06.2015
Associate of Applied Science - Secure Systems Administration & Engineering
Metropolitan Community College - Kansas City
Bachelor of Arts - Pyschology
Southwest Baptist University
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