Skills
Client Success Management, Client Account Management in various industries
client account management across various geographies
Strong background in SaaS platforms
pre & post-sales customer engagement
CRM Expertise
Proficient in Salesforce, Oracle, NetSuite, and Zendesk.
Skilled in CRM ticketing systems
JIRA,
issue resolution and
customer lifecycle management
Technical & IT Proficiency
Experience supporting technical products and infrastructure
IT telephony networks
proprietary financial software
Current hands-on learning in AI technologies, including open-source AI models and swarm agent clusters.
Leadership & Team Building
Led national and international client support teams
tough-love
accountability
team empowerment
Process Improvement & Operations
SOP Development
Improved SLA compliance
Led service enhancement efforts
tracked KPI metrics
Customer Communication
Skilled in inbound/outbound call handling
Conflict resolution
Experienced in customer satisfaction tracking
Campaign development.
Software & Tools
Microsoft Office Suite
CRM platforms
AI tools (self-taught)
Remote troubleshooting platforms
About
Dear Hiring Manager,
I am a seasoned Client Success Manager with over two decades of experience. My expertise lay in nurturing client relationships, empowering teams, and navigating traditional and cutting edge technologies. My leadership style is a combination of tough-love accountability coupled with a commitment to team growth.
I have had the opportunity of managing over 70 SaaS client accounts at Veriforce. At Avetta I was blessed with managing multiple teams who had an international client base. From this diverse tenured, I have a career base-line focused on strong communication, process improvement, and turning chaos into calm.
I am fluent in CRM tools like Salesforce and Zendesk. Currently, I have personal projects experimenting deploying AI open-source models, creating AI swarm agent clusters, bettering my prompting skills, and investigating how securely a company can host these locally. This hands-on tech practice fuels my curiosity and brings modern solutions to traditional service roles.
I am excited to bring this blend of heart, and technical knowledge skill and ability to a role where people matter, technology supports, and service is crucial.
Looking forward to the opportunity to connect further.
Warmly,
Derrick-John Piper
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