Catrin G. Laxa Email & Phone Number

Santa Clara, California, United States

• Spearhead complex issue resolution as the primary escalation contact, delivering high-impact solutions and maintaining exceptional customer relationships with over 40 accounts, ranging from enterprise to small and.
• Foster trusted advisor relationships to ensure alignment with customer business goals, directly influencing the customer journey by mapping touchpoints, identifying improvement areas, and promoting best practices.
• Elevated customer success by consistently implementing onboarding journey and reducing churn through higher product adoption and engagement.
• Leveraged a robust customer health score framework to track usage, adoption, and consumption metrics, enabling proactive account health monitoring and timely interventions, resulting in a 15% reduction in churn for.
• Partner cross-functionally with Sales, Channel Partners, Product Management, and Engineering teams to ensure alignment on customer outcomes, maximizing upsell opportunities and driving advocacy.
• Championed customer feedback internally, facilitating enhancements in product and service offerings to better align with evolving customer needs.

San Francisco, California

• Supported Order Management and Sales teams, providing end-to-end assistance with licensing, order fulfillment, and post-sales inquiries to ensure a smooth and efficient customer experience.
• Subject Matter Expert in license activation, ensuring customers’ product installation process was seamless and their semi-technical issues were swiftly addressed.
• Drove continuous improvement by actively participating in UAT/NPI testing, collaborating with IT, Product, and Engineering teams to identify bugs and advocate for enhancements.
• Managed daily reporting and analysis to troubleshoot and address fulfillment issues, strengthening customer satisfaction and streamlining processes.
• Ensured premium customer support through dispatching time-critical shipments, monitoring transit and dispatch status, and proactively communicating any delays.
• Authored knowledge base documentation, providing internal teams and customers with detailed technical and procedural guidance.

San Carlos, California

• Client management and manage school set-up and implementation base on preferred instructional model
• Conducts research and build knowledge base on digital content, Edtech tools and market landscape

San Francisco Bay Area

• Led large-scale implementations and account provisioning, consistently delivering products on time and ensuring customer satisfaction through meticulous project management.
• Collaborated with Sales, Technical Support, and Operations teams to continuously enhance service processes, reducing recurring issues and elevating customer experience.

San Francisco Bay Area

• Generated custom reports for Operations, Marketing, and Finance teams, driving insights and enabling data-driven decision-making.
• Managed administrative support for over 2,400 students, coordinating closely with university partners to ensure smooth registration and operational efficiency.

• Mentors & trains minimum of 20 consultants

• Subject-Matter Expert for technical, billing and customer support; Tier 2 support

Bachelor, Computer Science

Associate'S Degree, Computer Science

Education record