Mark Basham

Background

About Mark Basham

WHAT I DO Collaborative, analytical, and committed customer success manager with 10+ years of progressive customer service management experience, leveraging business intelligence and consulting skills to maximize client value from solutions offered. Currently manage 6 analysts to support 10 accounts worth $29M in ARR. ‍ WHY I DO IT I seek to help individuals and organizations unlock value from existing technology investments by educating them on improving product adoption to achieve business goals. WHAT SETS ME APART FROM OTHERS Leadership: I take charge of programs that grow high-performing talent capabilities and efficiency via training and coaching. Strategy: I translate vision into business cases and actionable plans that enable clients to maximize product value realization. Communication: I improve engagement to create meaningful business relationships that increase customer retention. Learning Agility: I utilize independent learning to gain process and system knowledge to accelerate client goal attainment. Critical Analysis: I leverage analytics and innovation for problem-solving and business process improvement to work smarter. ACHIEVEMENTS Improved customer satisfaction 12% by deploying new customer engagement strategy. Increased client sales 300%+ by driving adoption of underutilized product capabilities. Streamlined analyst productivity 10-20% for scale by using lean to implement numerous workflows and automation. WHAT OTHERS SAY ABOUT ME Patient Thirst for knowledge Innovative Positive attitude Expert resource Team player Excellent trainer Energetic MY CORE COMPETENCIES Business Operations | Finance | Customer Support | Agile | Upsell/Cross-sell | Purchasing | Back Office Business Processes Accounting Software (Oracle JD Edwards EnterpriseOne, QuickBooks) CRM Software (Salesforce, Hubspot) Project Management Software (Jira, Asana, Notion) eCommerce & ERP Software (Certinia, NetSuite, Shopify, SAP, BigCommerce) Consulting | Travel | SaaS | Supply Chain Management | Health & Beauty | Fashion | Consumer Packaged Goods (CPG)