EDWARD PULGA
edwardpulga@gmail.com / https://www.linkedin.com/in/edward-pulga-5110961a / Toronto ON, CANADA
SUMMARY Experienced Customer Success Manager with a proven track record of effectively managing high-value accounts and exceeding retention targets. Demonstrating ability to drive revenue growth through; strategic account management, project management, contract negotiation, business reviews and long-term customer relationship building. Experience with GEN AI technologies and offerings
WORK EXPERIENCE
ENTERPRISE CUSTOMER SUCCESS MANAGER
MAR 2022 – PRESENT
Fiix Software by Rockwell Automation / Toronto
- Currently managing $1.5 to $1.8 Million ARR across 35 Accounts
- Attained overall retention target of 94% in 2023
- In Q4 2023, became top performer of CSM team with $174 ARR add and 0$ churn
- Project managed several integration initiatives for customers resulting in multi-year commitments
- Delivered frequent business reviews to showcase value to leading executives
- Responsible for presenting and demonstration of new AI features to customers
MID MARKET CUSTOMER SUCCESS MANAGER
MAR 2020 – MAR 2022
Fiix Software by Rockwell Automation / Toronto
- Managed $1 to $1.5 Million ARR across 85-110 Accounts (80% Mid-Market, 20% Enterprise)
- Overall retention target of 86% from 2020 to 2022
- Acted as SME for Gainsight CRM for CSM team
- Trained and mentored new hires on Mid Market CSM Team
CUSTOMER SUCCESS MANAGER
SEPT 2018 – MAR 2020
Maropost / Toronto
- Responsible for $170,400 ARR across 28 accounts
- Attained 93% retention target from 2018 to 2022
- Acted as Customer Advisor in establishing email marketing best practices
- Managed NPS system and coordinated feedback to stakeholders
ACCOUNT MANAGER
MAR 2018 - AUG 2018
SiriusDecisions / Toronto
- Responsible for Strategic nurture and growth for 20 accounts at $250k ARR
- Prospected to new accounts by developing value-based sales
- Developed and reviewed proposals to C-level executives
- Trained and onboarded new client success managers
CLIENT SUCCESS MANAGER / SALES ASSOCIATE
NOV 2016 - MAR 2018
SiriusDecisions / Toronto
- Introduced SiriusDecisions services and events to B2B organizations
- Main point of contact for clients; Scheduling with SMEs, content requests and support
- Researched and verified leads through social media platforms and Salesforce
- Enabled to drive portal usage through effective regular demonstrations to clients
EDUCATION UNIVERSITY OF SASKATCHEWAN
Bachelor of Arts & Science: International Studies - Cooperation & Conflict
Saskatoon, SK
ADDITIONAL SKILLS
- Proficiency with CRM; Gainsight & Salesforce, BI Systems and Analytics; Looker & Power BI, Product & Sales software; JIRA/Confluence & Linkedin Sales Navigator
- Extensive use of Learning Management Systems; Learn Upon
- Presentation and demonstration of GEN AI technology features - Fiix Foresight