Cillian O'Neill
Phuket,83
Summary
Results-driven Customer Success Manager with 14 years of experience in fostering strong client relationships, driving customer satisfaction, and improving product adoption. Adept at managing cross-functional teams, developing and implementing customer success strategies, and leveraging data to enhance customer experiences. Demonstrated success in enhancing customer retention, minimizing churn, and surpassing performance benchmarks across various industries.
Overview
14
14
years of professional experience
Work History
Account Manager
Klir Platform Inc
Melbourne
08.2022 - 07.2023
- Grew pipeline by 300% in targeted region through strategic initiatives.
- Closed new logo deal in untapped market, enhancing company footprint.
- Increased global annual recurring revenue by 8% within first six months.
- Identified and managed upsell opportunities within existing accounts.
- Conducted research on prospective customers and compiled comprehensive target lists.
- Managed outreach campaigns to engage potential customers effectively.
- Oversaw complete sales cycle, ensuring client satisfaction and retention.
- Represented company at industry events, enhancing visibility and networking opportunities.
- Conducted regular business reviews with clients to understand their needs and align products and services accordingly.
Enterprise Customer Success Account Manager
Taxamo by Vertex Inc
Cork
07.2021 - 08.2022
- Maintained over 99% renewal rate through proactive customer engagement.
- Achieved 147% of upsell target for FY 2021 and met FY 2022 target in Q2.
- Rolled out initial NPS and CSAT survey at Taxamo to gauge customer satisfaction.
- Managed full renewal process and upsell opportunities, ensuring timely closures.
- Developed and maintained customer success plans for key accounts.
- Conducted quarterly and annual business reviews to assess account performance.
- Handled escalations effectively to resolve critical issues promptly.
- Collaborated with product and development teams to prioritize resolution of customer concerns.
- Provided product training and support to clients, enhancing their understanding and utilization of the company's offerings.
Customer Success Manager
Klir Platform Inc
Dublin
05.2017 - 07.2021
- Achieved 100% renewal rate for annual customers through effective engagement strategies.
- Reduced onboarding time from 10 weeks to 2 weeks for initial application.
- Implemented Churn Zero and Zendesk to enhance customer experience management.
- Secured 166% upsell in second year by identifying growth opportunities.
- Generated 15% of 2020 revenue from direct referrals by existing customers.
- Produced qualified opportunities from four largest accounts during implementation phase.
- Increased weekly active users in existing customer base by over 30% in 2021.
- Hired and onboarded three Customer Success team members to strengthen support capabilities.
- Facilitated workshops and webinars to educate customers and drive engagement.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Organized events such as webinars or workshops aimed at increasing customer engagement levels.
Senior Business Development Rep
BMC Software
Dublin
07.2016 - 02.2017
- Worked closely with the sales team to develop strategies for achieving sales targets and increasing revenue.
- Generated leads through cold calling, email campaigns, and other methods.
- Conducted market research and identified potential customers.
Inside Sales Executive
SoftwareONE Ireland
09.2015 - 07.2016
Casual Employment
01.2014 - 08.2015
Network Management Support Lead
DeployPartners LTD
Melbourne
06.2013 - 12.2013
Various Roles in Customer Support Organisation
Amazon.co.uk
Edinburgh
06.2010 - 05.2013
IT Helpdesk Support
A.W.Chesterton
Boston
03.2009 - 09.2009
Education
BSc - Business Information Systems
University College Cork
01.2010
BCS Business Analysis Foundation Certificate -
01.2017
Microsoft Certified Professional - Designing and Providing Microsoft Volume Licensing Solutions to Large Organizations
01.2015
TEFL - Teaching English as a Foreign Language
01.2024
Skills
- Computer literacy
- Analytical thinking
- Team leadership
- Operations oversight
- Business growth
- Project coordination
- Customer focus
- Agile and Waterfall methodologies
- Water management
- ChurnZero expertise
- Jira proficiency
- Microsoft Dynamics knowledge
- Azure DevOps skills
- Zendesk experience
- Gainsight familiarity
- Salesforce utilization
- InVision capabilities
Hobbies and Interests
- Sport: Represented Munster Rugby at Under 18 and Under 19. Represented UCC Rugby at all levels. I also play Gaelic Football and Golf. I currently coach underage Gaelic Football.
- Sport Coaching: Coaching children's Gaelic Football and Rugby with children from 11 to 18 years old.
- Travel
- Volunteer with DSPCA & Irish Guide Dogs
- Volunteer teacher with The Good Shepherd School, Phuket, Thailand
- Reading
References
Provided on request
Timeline
Account Manager
Klir Platform Inc
08.2022 - 07.2023
Enterprise Customer Success Account Manager
Taxamo by Vertex Inc
07.2021 - 08.2022
Customer Success Manager
Klir Platform Inc
05.2017 - 07.2021
Senior Business Development Rep
BMC Software
07.2016 - 02.2017
Inside Sales Executive
SoftwareONE Ireland
09.2015 - 07.2016
Casual Employment
01.2014 - 08.2015
Network Management Support Lead
DeployPartners LTD
06.2013 - 12.2013
Various Roles in Customer Support Organisation
Amazon.co.uk
06.2010 - 05.2013
IT Helpdesk Support
A.W.Chesterton
03.2009 - 09.2009
BSc - Business Information Systems
University College Cork
BCS Business Analysis Foundation Certificate -
Microsoft Certified Professional - Designing and Providing Microsoft Volume Licensing Solutions to Large Organizations
TEFL - Teaching English as a Foreign Language
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