Steve Margulis
Senior Customer Success Manager at LiveAction Software- Claim this Profile
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Bio
Kimberly Gress
Steve was a valuable asset to Dell and to the Boomi business. Steve was an example to others with how he consistently goes the extra mile for others and how he advocates on the customer's behalf. Steve is a great advocate for the customer; he is not a sales person. But, an indirect benefit for the Boomi business is the recognition through Customer Success that our customers may need help; features, consulting, training. Steve did a nice job at recognizing these needs, explaining them to the customers and providing sales the appropriate lead to execute upon. Steve's contributions to the Customer Success team and the Boomi business helped to achieve fantastic results, including a 94% customer retention rate and an increase in recurring revenue. The Boomi business has seen tremendous benefits from the Customer Advocacy teams for which Steve was the mastermind behind the vision and execution. Employee engagement is paramount to improving customer experience and success and Steve built highly engaged teams that include representation from every part of the Boomi business ; finance, sales, R&D, services, etc.... This cross functional engagement has resulted in very targeted initiatives that have improved our customer's experience and our efficiencies
Paulina Adams
Steve and I worked together at RES. Steve has built most of the Customer Success organization for RES in the US. He was a key player in setting up the processes, systems and executing our strategy. Steve works independently and is very driven. It was a joy to work with Steve, who always has the customer top of mind and is able to inform you about their latest status at any given time. A real customer advocate. I miss working with him!
Kimberly Gress
Steve was a valuable asset to Dell and to the Boomi business. Steve was an example to others with how he consistently goes the extra mile for others and how he advocates on the customer's behalf. Steve is a great advocate for the customer; he is not a sales person. But, an indirect benefit for the Boomi business is the recognition through Customer Success that our customers may need help; features, consulting, training. Steve did a nice job at recognizing these needs, explaining them to the customers and providing sales the appropriate lead to execute upon. Steve's contributions to the Customer Success team and the Boomi business helped to achieve fantastic results, including a 94% customer retention rate and an increase in recurring revenue. The Boomi business has seen tremendous benefits from the Customer Advocacy teams for which Steve was the mastermind behind the vision and execution. Employee engagement is paramount to improving customer experience and success and Steve built highly engaged teams that include representation from every part of the Boomi business ; finance, sales, R&D, services, etc.... This cross functional engagement has resulted in very targeted initiatives that have improved our customer's experience and our efficiencies
Paulina Adams
Steve and I worked together at RES. Steve has built most of the Customer Success organization for RES in the US. He was a key player in setting up the processes, systems and executing our strategy. Steve works independently and is very driven. It was a joy to work with Steve, who always has the customer top of mind and is able to inform you about their latest status at any given time. A real customer advocate. I miss working with him!
Kimberly Gress
Steve was a valuable asset to Dell and to the Boomi business. Steve was an example to others with how he consistently goes the extra mile for others and how he advocates on the customer's behalf. Steve is a great advocate for the customer; he is not a sales person. But, an indirect benefit for the Boomi business is the recognition through Customer Success that our customers may need help; features, consulting, training. Steve did a nice job at recognizing these needs, explaining them to the customers and providing sales the appropriate lead to execute upon. Steve's contributions to the Customer Success team and the Boomi business helped to achieve fantastic results, including a 94% customer retention rate and an increase in recurring revenue. The Boomi business has seen tremendous benefits from the Customer Advocacy teams for which Steve was the mastermind behind the vision and execution. Employee engagement is paramount to improving customer experience and success and Steve built highly engaged teams that include representation from every part of the Boomi business ; finance, sales, R&D, services, etc.... This cross functional engagement has resulted in very targeted initiatives that have improved our customer's experience and our efficiencies
Paulina Adams
Steve and I worked together at RES. Steve has built most of the Customer Success organization for RES in the US. He was a key player in setting up the processes, systems and executing our strategy. Steve works independently and is very driven. It was a joy to work with Steve, who always has the customer top of mind and is able to inform you about their latest status at any given time. A real customer advocate. I miss working with him!
Kimberly Gress
Steve was a valuable asset to Dell and to the Boomi business. Steve was an example to others with how he consistently goes the extra mile for others and how he advocates on the customer's behalf. Steve is a great advocate for the customer; he is not a sales person. But, an indirect benefit for the Boomi business is the recognition through Customer Success that our customers may need help; features, consulting, training. Steve did a nice job at recognizing these needs, explaining them to the customers and providing sales the appropriate lead to execute upon. Steve's contributions to the Customer Success team and the Boomi business helped to achieve fantastic results, including a 94% customer retention rate and an increase in recurring revenue. The Boomi business has seen tremendous benefits from the Customer Advocacy teams for which Steve was the mastermind behind the vision and execution. Employee engagement is paramount to improving customer experience and success and Steve built highly engaged teams that include representation from every part of the Boomi business ; finance, sales, R&D, services, etc.... This cross functional engagement has resulted in very targeted initiatives that have improved our customer's experience and our efficiencies
Paulina Adams
Steve and I worked together at RES. Steve has built most of the Customer Success organization for RES in the US. He was a key player in setting up the processes, systems and executing our strategy. Steve works independently and is very driven. It was a joy to work with Steve, who always has the customer top of mind and is able to inform you about their latest status at any given time. A real customer advocate. I miss working with him!
Credentials
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NPS2 Certification
SatmetrixAug, 2015- Nov, 2024 -
Boomi Certification
Dell BoomiMay, 2012- Nov, 2024
Experience
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LiveAction Software
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United States
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Software Development
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100 - 200 Employee
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Senior Customer Success Manager
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Apr 2022 - Present
As Senior Customer Success Manager at LiveAction, I have a strong understanding of our customers’ business objectives and the ability to identify and articulate how our solution supports achievement of the customers’ strategic business goals. The CSM is responsible for understanding the ‘health’ of our customers, ensuring they grow into LiveAction champions. LiveAction’s solution suite provides unmatched network visibility and actionable intelligence for effective network management and troubleshooting. LiveAction customers have recognized up to 50% improvement in mean time to respond, 20X faster troubleshooting, 153% return on investment, and payback in 12 months. To learn more, visit www.liveaction.com. Show less
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RingCentral
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Enterprise Customer Success Manager
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Mar 2020 - Apr 2022
Responsible for onboarding new Large Enterprise customers, overseeing successful implementations and developing business through a clear understanding of the customer’s business needs. As Trusted Advisor, I help customers drive value from their investments by developing and executing strategic success plans. ● Provide oversight to software implementation projects ● Engage regularly with key stakeholders to address concerns and ensure satisfaction ● Partner with customer leadership to plan strategic roadmaps and provide resources to help customers achieve their business goals ● Identify opportunities for upsell/cross-sell Show less
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Identity Solutions, LLC
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United States
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IT Services and IT Consulting
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Manager, Customer Success
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Oct 2018 - Mar 2020
As Manager, Customer Success, I led a team of CSMs that own all aspects of the post-sales customer lifecycle. By guiding the customer through each stage of implementation into maintenance, the CSM builds trust with the customer, which can drive business development through upsell, cross-sell, marketing collateral and word-of-mouth advertising. As Manager, Customer Success, I led a team of CSMs that own all aspects of the post-sales customer lifecycle. By guiding the customer through each stage of implementation into maintenance, the CSM builds trust with the customer, which can drive business development through upsell, cross-sell, marketing collateral and word-of-mouth advertising.
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RingCentral
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Senior Customer Success Manager
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Jan 2018 - Sep 2018
I was responsible for onboarding new Large Enterprise customers, maintaining successful implementations and developing business through a clear understanding of the customer’s business needs. As Trusted Advisor, I helped customers drive value from their investments by developing and executing strategic success plans. I was responsible for onboarding new Large Enterprise customers, maintaining successful implementations and developing business through a clear understanding of the customer’s business needs. As Trusted Advisor, I helped customers drive value from their investments by developing and executing strategic success plans.
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RES Software
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United States
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Software Development
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100 - 200 Employee
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Customer Success Manager
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2015 - 2017
As Customer Success Manager at RES, I was responsible for all aspects of the customer’s journey. By developing strong relationships with our strategic and enterprise customers, I helped ensure a high level of customer satisfaction and loyalty. This included onboarding new customers and assisting them during initial implementation, quarterly meetings to review product usage, sharing best practices and raising awareness of product features, collecting and sharing customer feedback and promoting a customer-centric culture throughout the company. ● Developed new Customer Success organization, including hiring additional CSMs ● Implemented Gainsight Customer Success software platform ● Designed and implemented customer onboarding process ● Initiated Customer User Group program ● Helped achieve 97% customer retention rate ● While I was at RES, I helped generate $6.64M in booked upsell and cross-sell opportunities to named customers ● Completed SatMetrix NPS and RES Sales Champ certifications Show less
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Boomi
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United States
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Software Development
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700 & Above Employee
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Customer Success Advisor
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2012 - 2015
To support Dell Boomi’s new SaaS business model, I focused on developing long-term customer relationships and increasing operational efficiency. • Supported customer retention through proactive outreach to new and current customers • Advocated cross-functional engagement to promote customer-centric culture • Resolved customer escalations by working with Services, Support, R&D, and Product Management teams • Established effective Customer Success programs to maximize the company’s retention rate and drive exceptional customer experience • Provided feedback to Product Management and other areas of business based on customer issue resolution • Designed, implemented and provide closed-loop management of customer satisfaction surveys • Awarded Q4FY13 Gold Recognition Award, Q2FY15 Bronze Award, Q3FY15 Silver Award • Achieved Developer 1 Certification in Boomi AtomSphere; Salesforce Administrator training Show less
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Business Manager
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2007 - 2012
As Business Manager of Aperio Engineering, I was responsible for all aspects of internal operations and project management for multi-million dollar construction projects. • Provided project oversight for port security construction projects, including vendor qualification, weekly status meetings, records management, and scope change management • Managed customer relationships to encourage continued engagements • Participated in business development • Oversaw public bidding process, including production and maintenance of contract documents, invitations to participate, public forums, bid review and award of bid. • Resolved complex issues by working with project owners and contractors to overcome conflicts Show less
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Education
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Temple University
Bachelor of Arts - BA, Communications
Community
