Eric Peña Email & Phone Number

Fresno, California Area

Jointly responsible for the success of our global CSMs and SaaS customers in NAM. I manage a team of Customer Success Managers and mentor CSM’s on driving customer satisfaction and success on our platforms. I strategize with CSMs on how to consult with new/existing customers, mentor CSMs to professional growth, and coach CSMs to deliver the best service possible.Primary Responsibilities:● Act as point of leadership and escalation for existing team of CSM(s) ● Monitor and analyze key metrics for team health, and then work with CSM’s to manage any call to action ● Monitor and analyze key metrics for customer health. Then work with CSM’s, Sales, and/or points of escalation to manage any call to action ● Enforce our new customer process (kick-off, onboarding, quarterly business reviews) and coach the team of CSMs to best practices ● Enhance and maintain supporting materials that empower CSMs operationally to enforce processes and guide customers to success using our software platforms ● Self-manage a portfolio consisting of key accounts. Act as a primary point of contact for these accounts and provide account and relationship management ● Educate customers and team of CSMs on upcoming product releases and enhancements ● Develop and maintain effective workflows for team of CSMs and re-assign, rebalance account portfolios as necessary to ensure quality service● Manage communication with other internal departments as necessary ● Work with sales & finance to enforce and manage billing protocols

Fresno, California Area

I manage accounts for the SaaS side of our business. I act as the primary liaison for Decipher with our software contracts, ensuring our clients receive the support and attention they need. I strive to make myself ubiquitous in all client interactions and act as a reliable and trustworthy beacon of support.Primary Responsibilities Include:• Act as a primary point of contact for the assigned accounts, and provide account and customer relationship management.• Manage a portfolio of 50-80 accounts ranging from Small to Enterprise. • Serve as an escalation point for issues that impact the customer’s success.• Act as a liaison between internal teams to ensure customers’ needs are being met; coordinating with sales, solutions team, support team, and software development team.• Understand and explain features and benefits of the product line as it relates to customer needs.• Regular health check meetings with all accounts.• Conduct regular business reviews to identify new opportunities to grow an account.• Educating customers on upcoming product releases and enhancements.• Develop and maintain strong relationships with key stakeholders in an organization to ensure they remain Decipher champions/adopters.• Evaluate and analyze business objectives and challenges and present a solution for customers to become successful with our tool.• Demonstrate best practices in market research across a variety of use cases and industry verticals.• Escalation point for critical customer concerns and mobilize resources/trainings to resolve their issues.• Complete administrative tasks related to maintaining customer accounts such as billing/invoicing, running usage data and analytics, and maintaining an up-to-date client profile.

Fresno, California Area

I manage regional sales activity of the company by forming new, lasting partnerships with individuals and companies in the food industry. Some of my duties include:• Developing new business opportunities for services offered by FSNS.• Providing customer service to existing customers.• Developing and implementing strategic sales plans to meet/exceed corporate and personal goals.• Representing company at various trade shows and exhibits.• Create and present presentations to clients.• Meet with clients to form relationships and foster profitable business partnerships.• Analyze and control expenditures to meet budgetary requirements.• Work cohesively with lab staff and management to fulfill needs of clients. • Prepare reports to show potential and actual sales activity.• Coordinate research and development of new services.• Monitor and evaluate activities and products of competitors.

Fresno, California Area