Chris Deleón Email & Phone Number

San Francisco Bay Area

Provided account management and support for 26 customers representing over $1.2 million in ARR. Responsible for onboarding, adoption, retention, and technical support. Managed integrations between Censia and customer ATS applications, including SuccessFactors, Greenhouse, Workday, Phenom, Jobvite, and iCims. Other accomplishments include:• Built integration workflows which decreased time to go-live by 75%. • Developed dashboards to analyze customer usage and drive proactive engagement.• Revamped customer onboarding processes to drive scale.

San Francisco Bay Area

Managed multiple projects and work streams focused on incident and escalation management. Collaborated with teams in Product Support, Program Delivery, Engineering, Operations, and Sales to align business strategies and drive program improvements. Other accomplishments include: • Performed optimization review between on-premise and cloud support processes and recommended an automatic dispatching process that improved initial response times from 85% to 93%.• Managed rollout of “Escalate Simple” process, streamlining escalation channels and allowing support teams to efficiently leverage proper resources.• Coordinated and hosted regular meetings between program and delivery teams, helping mitigate at-risk clients and protecting account revenue. • Assisted in redesign of the company’s “Instance Refresh” program to help automate, scale, and simplify the overall process.• Drove development of a customer-facing WIKI that helped customers address common issues.

San Francisco Bay Area

Managed a team of 12 Customer Success Account Managers responsible for providing strategic and technical support to enterprise customers representing over $7 million in annual support revenue. Worked across the organization to secure needed resources, ensuring ongoing positive customer satisfaction through audits, KPI reporting, and direct customer engagement. Continuously facilitated program and process improvements based on business needs and customer feedback. Other accomplishments include:• Supervised 16 at-risk ‘red’ accounts back to ‘green’ status and retained over $1 million in support revenue.• Developed and successfully initiated an on-call / backup scheduling program that improved efficiency by 75%.• Analyzed metrics, including ACV, case volume, and product licenses to load-balance account assignments across team.

San Francisco Bay Area

Managed a team of 10 Technical Support Engineers responsible for providing problem resolution to enterprise customers. Worked closely with cross-departmental and functional managers to ensure consistent delivery of service and support while facilitating timely resolution of customer escalations. Provided oversight and direction in accordance with organizational KPIs, policies, and procedures. Supervised Technical Support Engineers through performance coaching, career development, and goals execution. Other accomplishments include:• Created and managed a separate, product expert team responsible for supporting high-valued or critical customers.• Helped revamp the incident handling process to incorporate a newly-acquired Tier 2 support team.• Provided ad-hoc, direct account management for escalated or critical customers.

San Francisco Bay Area

Promoted to manage a team of eight Customer Success Managers who were responsible for providing strategic account management and technical support to enterprise customers. Other accomplishments include:• Co-drafted and improved customer-facing materials utilized to introduce and outline program deliverables.• Assisted in CRM migration, mapping critical data points between systems.

San Francisco Bay Area

Managed a portfolio of enterprise clients representing $1 million in annual support revenue, delivering ongoing value through direct account management, project management, and technical solution management. Delivered consultative guidance to clients that drove increases in customer satisfaction and user adoption. Leveraged cross-departmental resources to ensure timely resolutions to client issues pre- and post-implementation. Other accomplishments include:• Assigned and specialized in turning the most dissatisfied, at-risk customers to healthy status.• Created 100+ knowledgebase articles to help colleagues troubleshoot complex issues.

San Francisco, California, United States

Built and led the Technical Support Department for a start-up focused on providing content and services to digital jukeboxes and bar-top gaming systems across a broadband network. Managed and directed a team of eight representatives who were responsible for providing troubleshooting, system monitoring, and problem resolution. Developed and implemented support processes and methodologies from the ground up, fostered partner and vendor relationships, and was exclusively responsible for defining the protocols and quality parameters to ensure both internal and external customers receive world-class service and support.

Burlingame, California, United States

Simultaneously directed a high-volume internal call center help desk, a staff of satellite field service representatives, and an administrative support sales team. Successfully improved service-related sales to represent 33% of the company's total annual earnings, up from 18%. Increased the call center’s incremental sales revenue from $24,000 to $250,000, and developed metrics that increased service productivity by 25%. Created a web-based survey to track, analyze, and increase overall customer satisfaction by 14%.

Bachelor Of Science, Business Management

Activities and Societies: Magna Cum Laude, Delta Mu Delta, Golden Key International Honor Society

Business Administration And Management, General