As a Customer Success Manager, I am passionate about building strong, long-lasting relationships with my clients. With a proven track record of delivering exceptional customer service, I have developed a deep understanding of the needs and expectations of my clients. I specialize in identifying and addressing pain points, driving customer satisfaction and retention, and creating strategies to maximize value for both my clients and my company. With a background in Technology, I bring a unique perspective to every customer interaction. Recently completed the Google Project Management Career certificate - a rigorous, hands-on program that covers traditional and Agile project management approaches throughout the lifecycle if a project. Let's connect and see how I can help you achieve your business goals!
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Senior Customer Success ManagerBrain Corp Sep 2021 - Feb 2023San Diego, California, UsDeveloped trusting relationships with my customer base. Served as an escalation point to ensure there was minimal down-time for repairs, worked through any concerns/issues. Helped to provide additional training for new users. Provided meaningful reporting to increase utilization.Salesforce SME, responsible for training CSM/PSM team-members on how to process renewals to completion and ensured that Account Information for my book of business was up to date.Worked with cross-functional teams on software/reporting improvements and helped implement the Brain OS Ambassador program. -
Account ManagerBrain Corp May 2018 - Feb 2023San Diego, California, UsI am first and foremost my Customer's advocate. I understand the way that my customer's do business and their need to increase efficiency utilizing software in daily activities. I serve as an escalation point for any issues that may arise, from basic troubleshooting/data sharing to providing status updates on repairs, to billing issues. I create custom reports with meaningful metrics.Data analytics has become very important to me as I've started to learn how to navigate Snowflake and Tableau to create custom dashboards. I share this knowledge during training sessions with my team members to grow our skill-sets internally.
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Technical Account ManagerCalamp Jul 2017 - Feb 2018Irvine, Ca, UsPrimary point of contact for high priority, sensitive Accounts using CalAmp devices with CalAmp SaaS applications for fleet or vehicle finance tracking. Handled any issues that arose, escalated any issues to appropriate parties, if needed. Specialized in resolving Past due AR issues and Project planning.Created custom documentation for clientele. Created How to Documentation for internal team members and posted to SharePoint to ensure everyone had access. Team Admin for SharePoint and Slack. -
Customer Success Manager IiMitchell International Jan 2017 - Jul 2017San Diego, Ca, UsI am the Customer's Point of contact for any issues they may have with their account. I work with the customer to see if we can resolve any pain points they are experiencing with the software or technical support. I re-write contracts as needed to ensure that our customers are happy and successful with their products. I check in with our new customers to ensure all is going well. This role is a mix of Account Management and Retention. -
Account Manager IiMitchell International Mar 2015 - Dec 2016San Diego, Ca, UsI led the South team, working on assigned accounts for our territory. I dealt with everything from upset customers to working closely with our corporate accounts to ensure that billing is accurate and payment is made in a timely manner. I was the resident technical expert, assisting my team members with installing/configuring internal tools and consulted with other team members regarding technical workflows that we were engaged in. Trained the team on fielding customer questions for basic software issues.
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Product Support Rep Iii / Account Management LiaisonMitchell International Feb 2004 - Mar 2015San Diego, Ca, UsProvided top tier technical support to at-risk and in trouble auto body shops, working closely with our Account Management team to ensure that all software issues were resolved to customer satisfaction. Provided end-to-end training sessions on our management system to other technicians with a strong focus on how our software interacts with Accounting systems.
Frequently Asked Questions about Lorena Vasquez
What is Lorena Vasquez's role at the current company?
Lorena Vasquez's current role is Customer Success Manager | Driving Customer Satisfaction & Retention | Building Strong Relationships.
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