SUMMARY
With 9+ years of experience in Customer Success or customer service management roles in a SaaS, Account Management in B2B & B2C, Sales, Training, Team lead, Onboarding, Payroll, and more. I have a Bachelor’s degree in Business Management, strong written and verbal communication skills, with the ability to communicate complex technical concepts to both technical and non-technical stakeholders. My strength lies in quickly grasping client needs and streamlining them into actionable steps. I’ve managed several account portfolios, collaborated and managed remote teams, and possess strong interpersonal and negotiation skills. I’m a proactive contributor, highly organized, and thrive in fast-paced environments, including travel.
bachelor’s degree in Business Management.
PROFESSIONAL EXPERIENCE
Altia Business Park Remote
Regional Training / Account and Customer Success Manager 2014 – 2024
• I grew quickly from a sales representative, QA, and supervisor to a regional customer success and training manager for strategic partners; where I mentored, supported, and collaborated with international expansions such as the U.S., Colombia, Guatemala, Saint Lucia, Barbados, Guatemala, Guyana & Honduras sites.
• I became the product subject matter expert, responsible for developing and rolling out strategies, action plans, and upskilling training to hit established goals, I also collaborated with user adoption functions, and objectives, and led cross-functional teams by measuring and tracking performance, and product knowledge reviews, to ensure program
deliverables are met and coordinated with internal and external stakeholders on weekly, monthly, and quarterly.
• I managed and oversaw the content, development, and implementation of multiple programs while ensuring the client’s goals, objectives, and challenges were managed and provided guidance and support to ensure the successful delivery of their projects.
• Provide technical advice and support to existing and prospective customers throughout the sales lifecycle to close new deals.
• Manage biweekly and monthly meetings with senior management and stakeholders on some key areas: status of implementation, the success of the product (walking through KPIs), and tech or user issues, while communicating the program status, and summarizing progress, challenges, and possible solutions.
• Onboard and train new hires so they are capable of meeting and exceeding their target quotas.
• Provide strong leadership, promote collaboration, show integrity, and foster transparency to create a positive and open culture.
• Collaborate with the product team to provide client insights for product development and create custom solutions.
• Identify and mitigate potential risks and issues, while developing and creating contingency plans as needed in collaboration with other departments.
• Develop tenured and existing staff to understand and anticipate their client needs while upselling & cross-selling when applicable.
• Ensure compliance with company policies and regulations, and adhere to best practices for program management.
• Conduct regular performance evaluations and provide regular constructive feedback.
• Monitor client satisfaction and retention rates, taking proactive measures to process any enhancement on client loyalty and mitigate churn.
• Oversee and manage daily operations for teams of 10+ employees, this includes scheduling, training, payroll, performance management, accelerating team development as needed, updating curriculums, benefits and incentives, and POC for escalations while working closely with other departments.
• Establish and maintain strong relationships with clients as their primary point of contact and advocate within the organization.
• Review, define, and manage reporting to ensure that all relevant information gathered from customers is properly shared and actioned within the organization.
• Collaborated and participated in client, brand, and product research initiatives, especially with new launches to the market.
• Onboard new customers, ensuring all campaign details and requisite information are transmitted to the campaign manager, client-side actions are completed (tag placement, analytics setup, creative approval, etc.), and all new customer / new campaign SLAs are met.
• Own the post-sale relationship with our customers purchasing digital marketing solutions; guiding customers through the campaign initiation process, setting expectations, managing timelines, identifying and avoiding risks for spills, troubleshooting, etc.
• Oversee administrative back-up coverage to ensure staffing is adequate.
• Project management/ prioritization- Staying on top of the moving pieces of initiatives and keeping all involved parties informed of the progress.
• Leverage tools to identify areas that will improve product line/service that will reduce customer churn.
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
• Assist with challenging client requests or issue escalations as needed.
SUMMARIZED COLLABORATIONS AND RESPONSIBILITIES
• Experience in pre and post-sales and customer service experience while identifying and influencing up-sell and cross-sell opportunities to reduce customer churn.
• Customer success and relationship management software proficiency.
• Responsible for being the point of contact and escalation for new hires.
• Demonstrated a strong aptitude for cross-functional collaboration, fostering harmonious team dynamics, and promoting a positive and productive work environment.
• Experience working with the full lifecycle of customer success.
• Dedicated to nurturing an environment of open communication, facilitating mutual understanding and accomplishment of objectives through concise and impactful interactions.
• Strong business acumen and results-driven.
• Self-motivated with the ability to establish and maintain solid relationships through a client-first mentality.
• Proficient in meticulously assessing, optimizing workflow efficiency, adeptly prioritizing tasks, and consistently meeting deadlines, while upholding the highest standards of work quality.
• Technical support and troubleshooting in a customer-facing role including calls, tickets, and emails.
• Ability to clearly and effectively communicate or convey complex ideas and data in written, presentation, and verbal formats to customers and team members as a subject matter expert.
• Attention to detail while maintaining and managing client records.
• Handling escalations for customer-facing roles while focusing on customer resolutions by leveraging company tools to build and create a long-term partnership.
• Strong communication and management of reporting on designing the progress, uncovering issues, recommended resolutions, and achievements to stakeholders.
• Experience working with startups in high growth – wearing many hats as an account manager while working remotely.
• I have experience in managing up to 10 representatives with different backgrounds, expertise, and professional maturity levels, caring for their performance, and ensuring their compliance with the company guidelines, particularly related to quality of service.
• Work cross-functionally to increase the value we deliver to our partners and improve retention across the client lifecycle.
• Proficient in meticulously optimizing and upgrading workflow efficiency, adeptly prioritizing tasks, and consistently meeting deadlines, while upholding the highest standards of work quality.
• Proven experience in managing support operations across multiple channels, including chat, email, and phone.
• Computer literacy skills (Windows Microsoft Office: Word/Excel/PowerPoint/Outlook) System time card/payroll management,
Zen Desk, Teams, Skype, Zoom, HubSpot, Salesforce, Slack, and other CRM and SAAS applications.
• Ability to work independently and as part of a team, and to collaborate effectively with internal and external stakeholders.