Victor F. Email & Phone Number

Los Angeles, Ca, Us

At Coinbase, I had the privilege of engaging with premier clients who were leaders in the market and contributed significantly to our revenue stream. As part of my role, I focused on building enduring relationships with these top-tier, high net worth customers by proactively tailoring communications to their specific needs and preferences.I spearheaded targeted product adoption campaigns aimed at our most valued clients. These initiatives centered around enhancing security measures, optimizing utilization, removing proactive restrictions, ensuring compliance with legal standards, and streamlining trading fees to maximize their trading experience.By leveraging data analytics and customer feedback, I pinpointed and tackled critical issues at their root, striving to eliminate any defects in the customer journey. My approach involved anticipating customer needs and preemptively addressing potential concerns, thereby simplifying their interactions, minimizing friction points, and bolstering trust in Coinbase's services.I prioritized transparent communication channels with both internal teams and external partners. This collaborative approach ensured alignment on solutions and enabled us to deliver tangible results that positively impacted our clients' experience and our business outcomes.

As a project manager for this market-leading blockchain security firm, I managed complex client projects, collaborating with Sales and technical engineers as the face of the business for new clients. This included managing onboarding projects, resolving technical enquiries and heading off multi-million-dollar security risks through security audits, testing and threat analysis. Adapting quickly to a different type of technical environment, I optimized project workflows and partnered with internal teams to deliver hack avoidance analysis that included penetration testing for vulnerabilities in smart contracts or web applications.

During a short-term customer experience assignment with this well-known cryptocurrency platform, I provided white glove customer support in a fast-paced, pressurized environments to key clients. Selected for the best-of-the-best Coinbase One team, I helped grow membership from 50k to 150k in under three months, managing complex user workflows across three pillars of Safety, Identity and Risk. Achievements included exceeding all performance targets, notably issue resolution rate, customer satisfaction, resolution time and first contact, as well as making suggestions internally that enhanced product development.

San Diego, California, United States

As a Senior Customer Success Advisor for this market-leading restaurant software provider, I worked closely with some well-known publicly traded enterprise food industry clients, including PAR’s flagship accounts, Arby’s and Sweetgreen. My focus was on delivering high standards of client service delivery by resolving issues and forging strong client relationships across the portfolio. Successes included: - Over-achieved against targets via ratings of 95% satisfaction and over 4/5 for outcome.- Increased client retention by 20% and reduced churn by 5% through swift issue resolution.- Worked round the clock to retain one at-risk client; transformed client perceptions.- Coached team of 6 less experienced customer success advisors to excel as unofficial team mentor.

Austin, Texas Metropolitan Area

- Identified as high-potential by property automation platform provider with 400 employees; promoted and rotated across customer success, sales and project roles, before selection for key client-facing Project Consultant role. - Handpicked to drive success of flagship client; transferred to Austin to work onsite at client with exceptional revenue potential, the US’s largest student housing provider, American Campus Communities (ACC).- Generated up to $650K revenue per month; achieved standout success growing major account. Forged strong client relationships to VP level across the client business as integral onsite team member and trusted advisor.- Presented to client leadership and chaired key meetings, including quarterly business reviews.- Delivered against all targets during crucial early trial period, using lessons learned to improve planning.- Played key role in negotiation of five-year contract after increasing annual recurring revenue 30% YoY. - Optimized Zego implementation as Agile / Kanban project lead; led daily standups, managed tracking via Jira and implemented processes for separate billing, utility expense management and payments teams. - Provided astute balancing of needs across internal and client teams; identified win-win solutions.- Challenged where necessary in complex, multi-stakeholder environment; resolved competing priorities.- Provided training, issue resolution and support onsite and in-person for demanding client stakeholders.- Combined project consultant role with Senior Client Success position; onboarded high-potential new clients, managed pilot property projects and grew accounts into successful long-term contracts. - Mentored and coached less experienced customer success team members as point of escalation.

San Diego County, California, United States

- Exceeded target by 30%; excelled after being handpicked to join new team of outstanding sales specialists selling new services from recent acquisition for Ocius; combined new business with cross-selling to existing clients. - Created powerful sales tactics on the fly to deliver crucial success under close leadership scrutiny in greenfield environment; co-delivered results that vindicated decision to acquire what remains a key Zego service.- Closed series of major deals, including $216k win of Lobos Management. Negotiated the first cross-sell in company history and played integral role in successful pilot for American Campus communities.

- Increased utilization of Zego platform by 15% across portfolio of up to 40 mid to enterprise B2B clients via effective customer success processes; built client relationships and provided strong issue resolution.- Increased client renewals and reduced churn; produced customer success playbook that defined clear structure for training, demonstrations, communications, marketing tactics and client relationship-building. - Won company-wide employee award after internal contest for most effective marketing campaigns.

- Promoted to project specialist role inside three months to work closely with Sales as the face of the company handling complex technical onboarding of new B2B clients into the Zego property automation platform.- Resolved challenging integrations of unique client backend UI and accounting software as link between internal and client teams; led training, demos and kick-off calls. Resolved issues including data transfer and KYC red flags

- Achieved 95% customer satisfaction rating and won employee of the month award for performance resolving 50+ B2C property management customer enquiries a day using Zendesk and Salesforce ticketing systems

Bachelor Of Business Administration

Bachelor Of Arts, International Relations And Affairs

Study Abroad, International Business And Political Science

High School Diploma

Activities and Societies: Basketball, Football