Nick Berghoff

NICK BERGHOFF EXPERIENCE Everfi | Technical Specialist | Mar. 2018–Mar. 2019 • • • • PROFILE • Driven, customer focused professional with over 10 years of experience in both client-facing and internal roles. Proven ability to accomplish enterprise goals with 80% gross retention and 105% net revenue retention in 2018. Seeking to use solid organizational and project management skills in a new and challenging field. EDUC ATION Provide support for new and current customers on best integration option for implementation Create & maintain all internal and customer facing technical documentation Identify and build internal processes to streamline implementation process Act as a liaison between Customer Success and Platform and Product teams Participate in future planning meetings • Senior Customer Success Manager | July 2017–Mar. 2018 • • • • Provide the front-line relationship with customers on an ongoing basis; serve as the primary day-to-day contact for partners and internal program stakeholders for a portfolio of key customers Renew customer contracts to protect existing revenue streams and qualify opportunities for revenue growth Achieved 80% gross retention and 105% net revenue retention in 2018 Managed book of 180 accounts • • account plans that both meet the needs of partners and optimize revenue and retention opportunities Delight the customer by consistently exceeding expectations School of Liberal Arts Communication Studies Indiana University-Purdue University Indianapolis, IN Fall 2007–May 2009 LawRoom | Implementation Specialist | Mar. 2015–July 2017 (acquired by Everfi) • School of Technology Computer Graphics • • Purdue University West Lafayette, IN Fall 2001–Fall 2003 On-board new customers Communicate with customer regarding key deliverables and milestones Create time and cost estimate for professional service requests and negotiate project scope Deluxe | Customer Service Manager | Nov. 2014–Mar. 2015 TECHNICAL SKILLS • Managed a team of 35 Initiated customer service appreciation week to improve department health Salesforce G-Suite • WordPress JIRA Customer Service Project Lead | Oct. 2012–Nov. 2014 Confluence Desk • Windows Mac OSX • • • • • Coordinate and oversee all CS projects Manage all direct channel client relations Design and coordinate new hire training Liaison with marketing, ops and IT Provide updates and refresher training to team Handle any urgent manager-level issues while manager is out Customer Service Team Lead | Feb. 2012–Oct. 2012 Customer Service Representative | July 2011–Feb. 2012