Daniel Munoz Email & Phone Number

San Antonio, Texas, United States

Combined relationship building, consultation and implementation in this SaaS organization. As the primary POC in all aspects of the customer journey, interact with clients on a daily basis, proactively seeking opportunities for meaningful touchpoints that add value to the customer. • Consult with and engage clients, solicit feedback and advocate for customer feature requests. • Schedule periodic business reviews to ensure on target to meet goals, adjust program, make recommendations and ensure client’s ROI is realized • Use Salesforce Service Console to track onboarding, launch training program, requests, monitor pending items for timely and successful resolution, and reduce time between client outreach events. Within 3 months set record for quickest average response time. • Track utilization and discover opportunities to expand adoption as well as promote new products and services. • Focus on meeting customer needs and discover opportunities to upsell. • Assist with technical integration (e.g., SSO, LDAP). • High-volume client interaction and communication via email, phone and remote conferencing. • Participate with other teams, streamline communication, reduce response times, and shorten turnaround and delivery.

San Antonio, Texas, United States

Own and nurture the client relationship. With a focus on Customer Success, manage the account for complete satisfaction with the goal to maintain and renew our partnerships. Work with sales to support expanding solutions under subscription, upsell and cross sell.• Schedule QBRs and ad-hoc meetings to stay informed about customer needs, feedback and opportunities for upsell. • During the life of the relationship, seek to improve the experience by proactively reaching out to review quarterly results and develop a plan for the next quarter and beyond. • Negotiate renewal agreements and prepare final contract, exceeding renewal sales goals each quarter. • Enter key information about the account and track in Salesforce, such as customer champion, influencers, decision makers and health of the relationship. • Work with team members to improve the process and share ideas to enhance the customer journey, build relationships and meet challenges. • Train and mentor new hires, share “tribal knowledge” so that they can become effective and successful in their role.

San Antonio, Texas Area

Established a reputation as “the fixer;” handed troubled accounts and converted to satisfied customers. Trained clients on how to use the LMS, automation features and reporting, and hosted monthly training webinar open to all clients. Resolved complex issues and established strong client relationships to reduce churn. Provided superior customer services in a high-volume, multi-tasking environment. Primary relationship POC, with the goal to drive product adoption, integration, expand utilization and discover opportunities for upsell/cross sell. Participated in cross-team efforts to improve the client experience and implementation processes.• Developed Project Kickoff presentation used by team to improve the onboarding and implementation process, toward successful project deployments. • Improved on-time project implementation by creating a Pre-Deployment checklist to increase client participation in the project. • Efficiently manage process/projects for over 200 clients, with increasing number of enterprise and global accounts, eventually leading the team in highest number of monthly deployments. • Product deployment and technical consultant, integrations (SSO, LDAP), and automation options. • Work with sales, design, translations, development and IT teams to meet clients’ needs. • Selected as the lead Implementation Manager for Channel accounts as a result of high customer satisfaction and relationship building.

Valencia, Spain

Developed and managed multinational client base and deliverables while living abroad in a difficult European economy, maintaining long-term repeat clientele, nurturing leads and referrals. This invaluable experience enabled me to refine skills in all areas of project management, new customer development, onboarding, marketing, client relationships and account management. • Long-term writer/business client: Developed and implemented various projects, including extensive rewrite and publication of an eBook, and launch of related website for consumer advice book sold on Amazon. Built Drupal CMS website with extensive interaction capabilities, applied analytics tools and SEO methods to improve ranking and site traffic. • Long-term fashion designer client: Managed the process and designed lookbooks with various layouts formatted to meet professional printing specifications. Edited images to meet haute couture magazine publishing requirements, launch of seasonal collections and special events. • Artist Client: Efficiently managed projects with a large volume of deliverables and short turnaround for renowned artist to meet timelines for commissioned work: digital extraction of objects for art pieces on display in galleries around the world and in private collections. • Professional photographers: increased lines of business and clientele for photographers by providing quick turnaround for editing projects to meet demand, offering creative ideas to enhance products and services compared to competition.

Extensive overhaul of American English interactive online course. Because of video production experience, coordinated video projects and improved content.• 2010 Thorough review and update of the American English language online interactive courses. • Improved the quality and timely completion of course videos by engaging with production companies regarding technical aspects of deliverables to meet contractual SLAs. • Held weekly virtual classes, groups and 1:1 training for ESL students. • Increased sales by hosting video conference demos for international resellers in China. • 2011 Video project. Successfully solicited bids from production companies in the U.S. and negotiated a six-figure contract for 13 Business English videos; reduced cost/minute while ensuring quality.

Greater New York City Area

With studio and broadcast quality camera experience, became involved in a once-in-a-lifetime project in Bangalore, India to capture interviews and volunteer at an orphanage. This allowed me to further develop project management on projects for creative professionals, and an opportunity to advance skills in customer service and account management.• Video project for actor/writer: Trained and led videography team on project to India. Organized and documented interviews for post-production editing. Volunteered at an orphanage to help in any capacity, engaging children and raising funds for school supplies. • Consulted with actors to review, plan and create demo reels which enhanced their audition opportunities. Recognized by casting professionals as producing creative and quality work.

New York, New York, United States

Used technical expertise to provide above and beyond end-user support, resolve hardware and software issues, create training material and deliver classes.• Led setup team for home office phone system upgrade, and actively participated in firm-wide projects, such as technology updates and training program design across firm offices (NY, Houston, D.C., Austin). • Managed the installation and testing of 8-room conferencing center at new office, including a 70-seat grand room configuration with microphones for each participant, data lines, projectors, routing of ISDN lines for video conferences, phones, printing and reception services. • Delivered onboarding and skills training to improve staff knowledge of computers and software. • Increased end-user satisfaction by providing solutions to technology and software issues.

Greater New York City Area

As an expert in applications the firm was migrating to, became recognized as the MS Office SME and management accepted my offer to become the software trainer. While providing excellent administrative support to several partners, I also conducted compensation analysis on client projects.• Increased the quality and efficiency of work processes through applications training and support. Created a software training program and courseware to meet needs of various LOBs. • As Billing Coordinator for the Compensation LOB, significantly reduced cash collection cycle and balances for over $12 million in accounts by training staff and addressing clients' needs.

Austin, Texas Area

Applied software and legal experience to improve the day-to-day operations of the law practice, saving time and money by implementing new procedures, training staff, updating equipment and processes.• Initiated review and upgrade of computers and applications, resulting in increased quality of work, greater customer service and efficiency. • Implemented time and cost-saving procedures for accounting, billing, and payroll. • Trained associates and administrative staff on the resources and procedures as they pertain to the Texas Railroad Commission and Oil & Gas law. • Legal research, writing, and review of state filings for over 100 Oil & Gas firms.

Education record

Education record

Education record

Education record

Education record

Education record

Education record

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