Dedicated and results-oriented Customer Success Manager with a proven track record of nurturing the entire customer lifecycle, from onboarding to ongoing support, while ensuring unparalleled customer satisfaction. Skilled in proactive issue identification and resolution, cross-functional collaboration, and driving continuous improvement initiatives to enhance the overall customer experience.Key Responsibilities:- Orchestrate the end-to-end customer journey, encompassing seamless onboarding, efficient deployment, and proactive touchpoints to foster long-term customer success and loyalty.- Proactively identify potential risks or blockers encountered by customers and promptly escalated them to relevant stakeholders for swift resolution, mitigating potential escalations and ensuring smooth operations.- Design and execute tailored action plans to address customer issues and challenges, leveraging a data-driven approach to drive customer satisfaction and retention.- Serve as the primary point of contact for customers, delivering timely and accurate responses to inquiries, troubleshooting technical issues, and providing expert guidance to maximize value realization.- Foster close collaboration with cross-functional teams, including Product, Sales, Marketing, and Finance, to share customer insights, gather feedback, and drive product enhancements that align with customer needs and expectations.- Minimize customer churn rate through proactive engagement and tailored support initiatives.Achievements:- Implemented a customer feedback loop (Voice of the Customer Program) resulting in a best-in-class rating within first 6 months- Collaborated with the Product team to prioritize and implement new features, resulting in improved product usability and increased customer adoption rates, and increased revenue- Established a robust customer communication framework, resulting in a reduction in response times and enhanced customer communication effectiveness.

Sole pioneer of SE role, department, and team. In collaboration with sales, marketing, and product teams, crafted custom platform demonstrations for enterprise prospects. Developed and spearheaded various pilot programs resulting in new risk-assessment model and eye-opening revenue statistics.• Authored strategy, program, and metrics to deliver a 40% conversion rate, Pilot (P.o.C.) to full contract.• Developed new SE department, hiring and training new sales engineering team.• Architected Salesforce dashboards and reports by department/role metrics for C-suite exposure to results and conversions.

SME for creating/renewing SaaS implementation programs. Managed complex and rich books of business across a collection of verticals such as Telecom, CPG, Manufacturing, Healthcare, and SaaS/Tech. Guided Win/Loss analysis and customer/account experience (CX/AX) metrics for post-demo (pre-sales) NPS feedback to amplify weekly reporting discussions with C-suite. Collaborated with the global customer success team, streamlining best practices, reinventing playbooks, enriching client relationships. Developed and delivered upon multiple incentive programs such as proof-of-concepts and paid-pilot solutions for both smb and enterprise organizations. Managed the RFP process, ensuring prospect's project scope and IT/security requirements were inline with product offerings. Maintained sales engineering program knowledge base. Simultaneously managed all implementations in the Americas while carrying dozens of accounts, working toward maximizing retention, mitigating churn, and expansion via upsells and referrals. Interviewed, hired, and trained new Account Executives, CSMs, and BDRs.• In response to the COVID-19 pandemic, created and managed a free HR tool for approximately 150 businesses to gauge the well-being and satisfaction of their employees during the onset of the crisis. Converted 4% to full contract.• Teamed up to revamp and standardize the implementation process reducing project timeline by approximately 60%. • Increased inbound leads via bi-weekly open demo webinars co-hosted with CEO; Marketed to over 25,000 contacts, monthly.Aided in the revamp of new customer implementation process resulting in a NPS increase of 48% over 1 year• Hosted regular open-demo webinars and showcased product benefits during pre-sales activity across the Americas and EMEA, aiding in significant growth in ARR/CV. Attendance conversion rate has been ~6%• Customized software platform for enterprise-level live-demos and CEO-led academic speaking events resulting in a 40% conversion rate

Collaborated across all departments to design a repeatable implementation process that aligned with the company's SaaS model. Simultaneously managed multiple large-scale implementations across the Americas, EMEA, and APAC. Customized solutions of varying levels of complexity across retail verticals including Telecom, Health and Beauty, Apparel, and Big Box. Organized all scheduling, communication, deliverable-tracking, risk management/mitigation, resource planning and execution for various internal projects. Analyzed and isolated client feedback on UI and UX design opportunities to aid in product roadmap. Organized, re-designed, and collaborated to design an improved product release process with a two-year roadmap forecast. Assisted various business groups with pre-sales document preparation and prospect communications. Assisted in sales efforts for Spanish-speaking countries by translating documentation and leading prospect communications. • Created and standardized a streamlined implementation process within first 6 months, decreasing average implementation lifecycle by 85% (from 13 months to 60 days) over the first 2 years.• Developed a resource calculating tool for standardized and scalable pricing calculations and IRS GAAP standards compliance.• Created automated reporting dashboards saving up to 40 hours per week of manual labor, increasing productivity for over 20 contributors. In addition, the introduction of realtime metrics increasing transparency for C-level executives and investors.• Led a cross-departmental initiative to reduce software release schedules, leading to a schedule reduction of over 65%.

Partnered with clients to develop user-data storage solutions and policies. Executed new-client program strategies, implementations, and installations in line with our "land and expand" engagement approach. Organized global software deployment strategies. Created custom presentations for various audiences. Drafted standardized solution documentation. Responsible for client services during project based and on-going engagements including kick-off meetings, Technical Account Reviews (TAR), and Quarterly Business Reviews (QBR). Designed “Northern Storage Suite and Solutions (NS3)” training program. Translated software suite into Spanish.• Designed and implemented client-training program and documentation in first 90 days.• Developed and conducted first TAR and QBR increasing renewal/retention by 25% and expansion by 30%. • Led all communications with Spanish-speaking clients, including pre and post-sales activities, implementations, and on-going client services. Helped secure international government and infrastructure contracts, increasing client base by ~5%.• Performed data storage utilization analysis for clients, reducing client CapEx and OpEx data storage overhead by an average of 30% per year, while ensuring industry compliance.

Provided frontline customer support at the Genius Bar, including hardware and software troubleshooting, diagnosis and repair. Oversaw visual merchandising execution. Trained and mentored employees in all aspects of Apple Retail, including store leadership, daily sales metric objectives and customer service skills. Hosted and facilitated public workshops on software and operating system utilization. Directed in-store activities for launches of first six iPhones and many other product-release events.Coordinated team schedules, new objectives, goals, agendas for market leadership. Developed a number of company policies and standards in relation to training, sales initiatives and customer service.• Chosen to launch Apple's first Spanish retail store. Trained over 200 employees in Barcelona, Spain over five weeks.• As the sales lead for 60+ sales specialists, consistently exceeded sales goals by an average of 25%, winning multiple market-level awards.• As the Genius team mentor, utilized previous year traffic trends to create a new, more efficient scheduling process. In conjunction with reorganizing workflow and role assignments, decreased in-store repair turn-around-time by 66% (from 72 to 24 hours).

This company was a start-up, dedicated to rail travel in Europe, Japan & Australia. There, I edited, revised, and updated globally distributed publications and press releases. We created & managed various databases of business and consumer clients, affiliates and partners. I helped to devise, design and write the company’s first internal newsletter. I coordinated the internship program & projects to meet company needs. Operationally, I wrote monthly KPI and marketing reports for the largest account/ affiliate. Additionally, I created a new Content Management System (CMS) by organizing the informational architecture of our various websites.

At the “The Rock of Boston” I produced multiple on-air radio broadcasts, adhering to weekly play list and advertising-traffic. I promoted the station and affiliated clients at various venues and settings. Controlled and directed music played at on-site promotions for different audiences. In addition, I prepared re-caps for clients to report on event success. I regularly performed daily tasks for promotions department including press releases and venue development while assisting the Director of Promotions and the Music Director.