Carlos Rodriguez Email & Phone Number

New Rochelle, Ny, Us

New York, New York, United States

Manage a team of Specialists focused on providing a high level of service to field usersCoach, support and develop talent within the team; manage employees’ growth and career trajectory and scale the team by sharing opportunities for increased effectiveness and efficiency while also identifying the key barriers to successDevelop and manage ticket queues and escalation paths - ensure SLAs are adhered to, and key KPIs such as CSAT and FiRT are met/exceededAssist the team in troubleshooting escalated issues in real-timeServe as a key stakeholder, working with cross-functional teams to build out relevant help resources and internal documentationDrive bug resolutions, requirements, and feature requests with Product and EngineeringCreate a customer-centric culture focused on finding solutionsScale the team to facilitate Yext's growth in clients, geographies, and capabilities Develop a thorough understanding of Yext's product and customer needs, ensuring the team is trained and enabled to support both current and future Work continuously with the team to conceptualize, build and scale new way of thinking and approaches to improve in terms of value we bring to the customer

New York, New York, United States

As a Client Support Specialist, I work with a diverse set of enterprise clients who have made an investment in Yext to manage their search experience across a network of maps, apps, social networks, directories, and search engines. I support those client’s post-sale technical relationship, by becoming a technical expert in Yext products, internal processes, and the needs of my customers.

New York, New York

Understood the client business goals and aligned Client Service projects to support and achieve those goals Managed the communication processes to ensure all teams delivered on project needs Oversaw and tracked projects across international markets and delivered to successful completion Managed client meetings and expectations as it related to overall project planning Continually provided project status on goals and milestones to senior management

New York, New York, United States

Managed a team of five project managers to develop and execute a roadmap for client onboarding Lead on average 20 onboardings per month, including data migrations, template programming and training Set client expectations throughout the onboarding process Spearheaded analyzing raw customer feedback into actionable product sprints to improve overall client experience of CloudLex Cross-sold and upsold modules and features to increase the share of wallet Cultivated and maintained business relationships with approximately 200 law firms nationwide to build successful retention rate and brand awareness

New York, New York, United States

Gained expert knowledge of the SaaS system, value proposition, modules, functionality and features Facilitated in client onboarding process including data migrations, template programming and training Handheld clients to help them adopt the system widely and driving business value from CloudLex Provided first level of technical support to clients Captured customer feedback and suggestions to bring forward to the development team Managed and conveyed helpful tips and workarounds to clients

New York, New York, United States

Conducted research on local vendors with specific capabilities to access outsourcing partnerships Coordinated internal and external production schedule and flow in a timely and professional manner Worked in a high pace constantly changing environment with hard deadlines