Jiovany Rafi Email & Phone Number

Atlanta, Ga, Us

• Lead and oversee end-to-end projects for large Enterprise and Strategic customers, ranging from implementations to long-term consulting programs.• Ensure projects are completed within scope, on time, and within budget, meeting and often exceeding expectations.• Tailor specific deliverables, training material, and change management processes based on specific customer business needs.• Configure, customize, and integrate multiple software products using API integration. (Salesforce, Zoominfo, Zoom, Office 365, Etc)• Offer regulatory and compliance consultation to customers.• Provide strategic insights and solutions to customers based on Success Plans and business objectives, addressing clients' business challenges.• Collaborate effectively with internal teams, including sales, technical support, and product development, to align project goals with overall business objectives.

Atlanta, Georgia, Us

• Manage a portfolio of accounts with an estimated ARR of $1.5M+.• Act as a trusted consultant and manage/execute all aspects of the customer lifecycle from implementation, adoption, and renewal.• Develop and maintain long-term relationships with key stakeholders and partners.• Conduct strategic quarterly business reviews to ensure proof of value.• Work collaboratively with resources across multiple teams including Sales, Product, R&D, Marketing, and Support to ensure Customer Success.

San Luis Obispo, California, Us

San Luis Obispo, California, Us

• Provide a consultative service to clients throughout their use of the FitMetrix Platform to identify business challenges, creating real life solutions and driving customer success.• Adhere to a standardized project plan and manage customer implementations by applying launch methodologies across multiple platforms• Simultaneously manage many concurrent projects.• Work alongside senior managers, directors, and c-level executives to update, document and roll out new workflows.• Provide senior managers and directors with bi-weekly tracking/trending information to assess and quantify people, product and process performance.• Assisted in a global product release and resource training within the APAC and EMEA regions.• Oversee team members and meet regularly on a 1 on 1 basis to manage project backlogs and identify risks , forecasts and possible customer churn.• Help manage and resolve customer escalations.• Work cross functionally with product and development teams, hardware partner program managers and sales teams to streamline workflows to better manage the customer journey.

San Luis Obispo, California, Us

• Create and manage ongoing relationships with clients through their use of the FitMetrix Platform• Listen to the needs of new customers and apply this knowledge to solve business challenges and help drive customer success• Communicate customer needs internally and collaborate effectively with other parts of the organization to ensure customer success• Adhere to a standardized project plan and manage customer implementations by applying launch methodologies across all customer projects• Manage new customer communications and share status updates with internal and external stakeholders• Simultaneously manage many concurrent projects• Identify opportunities to up-sell additional products and services• Manage escalated client inquiries and complaints to maintain a high degree of client satisfaction• Regularly report to management the status, key risks and issues impacting clients both during implementation and after

San Luis Obispo, California, Us

• Provide high tier technical support in a consultative manner directly to business owners that use the Fitmetrix software. • Required to have a deep understanding of multiple software platforms and API integrations.• Performed entry-level QA testing and documented bugs/software issues directly to the development team using JIRA. • Assisted management in defining processes and procedures for a small team that doubled in size over six months. • Handled escalated cases directly assigned to me by upper level management to assist in retaining high profile strategic customers. • Acted as a internal liaison to team members that had product related questions.• Managed a high-volume workload while maintaining strict Service Level Agreements and project deadlines. • Recommended and trained customers on best practices based on wellness industry standards and recommended other value-adding services provided by the Mindbody and Fitmetrix partnership.

Newcastle Upon Tyne, Gb

• Provide product technical support, implement software, and trained via remote sessions to end users in the United States and Canada that are using Sage Business Cloud products. (Sage Accounting, Sage Financials). • Create, document interactions and generate analytical reports using Salesforce to ensure a positive customer experience, reduced churn and increased renewal rates. • Partner with the development and engineering teams to identify customer pain points, bugs and software issues not working as designed. • Provide consultation to customers around best practices for SMB accounting and SaaS cloud technology. • Work closely with Product Management and marketing teams to coordinate programs and events.• Strategize on new business models and expanded footprint for existing accounts. • Create product documentation and support articles for customer engagement community.

Centennial, Co, Us

• Managed day to day field operations for a team of 15-20 employees including remote employees in five metro areas (Phoenix, Las Vegas, Salt Lake City, Denver & San Antonio). • Hired, managed, and mentored employees while coaching to strengths and weaknesses on sales abilities. • Blended high-touch service with high-tech support to ensure 100% customer satisfaction.• Ensured fleet management operations ran smoothly and overlooked safety on the field while maximizing performance.• Ran local logistics by scheduling team members and providing efficient routes for daily dispatching all while maintaining compliance with company vehicle policies. • Provided advanced technical support and excelled in customer service while ensuring 85% or above NPS score for our client (Sprint).

Centennial, Co, Us

Associate’S Degree, Business Administration & Management

Bachelor’S Degree, Marketing

Computer Software Engineering