Yolande Thompson Email & Phone Number

Miami, Florida, United States

Demonstrated success leading a team of seven Customer Success Managers focused on Global Accounts like Disney, FedEx, Citibank, GM to name a few and Hyperscalers such as Amazon, Alphabet, Meta, Apple, Microsoft, and Oracle.Actively engaged and supported team and customers in 3 primary focus areas: Customer Experience, Revenue Protection, and Revenue Expansion.Collaborate cross-functionally with sales, product development, and support teams to advocate for customer needs and ensure a seamless customer experience.Conduct regular performance evaluations, set individual and team goals, and provide ongoing feedback and training to drive continuous improvement.Monitor customer health metrics and proactively address any issues or concerns to prevent churn and maximize customer success.Prepare and present regular reports and updates on customer success metrics, including retention rates, customer satisfaction scores, and revenue expansion opportunities.

Miami/Fort Lauderdale Area

Collaborate, participate, and support the Carrier Relations Director to provide managerial expertise and maintain critical resource information including but not limited to legal contracts and compliance. Monitor terms and conditions of agreements to ensure accuracy.Maintain vendor “buy” relationships across North America, South America, Central America, and the Caribbean. Conducting research and executing strategies to reduce costs, which may involve overseeing carrier contract renewals and finding ways to avoid or offset ETL expenses. Ensuring corporate practices including savings across the region of over a million dollars per year. Cultivate new carrier partnerships and uphold current relationships overseeing carrier performance and aiding initiatives for enhancing service standards. Negotiate agreements, pricing with both internal and external customers as well as project manage across multiple company groups.Provide ad hoc support for vendor issues and provide cross functional team support.

Miami/Fort Lauderdale Area

In charge of life cycle management of the Latin American Region and Miami customer base including growth, retention, as well as resource management, application servicing, and relationship management between customer and Global Crossing.Responsible for building strong relationships with customer contacts and demonstrating a superior level of service that will exceed Global Crossing’s competitive advantage in the marketplace.Ensure that all contracted services adhere to the proper contracted SLA’s. Including a solutions-oriented approach to resolve any issues that arise during the term of the contract that are not covered by the usual operational channels. Host review meetings with customer to maintain control over any order changes, moves, or adds to any existing contract. Participate in strategy account review sessions with the account teams to formulate growth plans as well as retention contingencies for the client base. Proactively propose new solutions to the account team, increasing the relationships with the account teams.

Miami/Fort Lauderdale Area

Managed a team of 5 account managers across the international footprint including the United States, South and Central America, Puerto Rico, and the Caribbean. In charge of Top accounts worth in excess of a million dollars a month in recurring revenue.Established new markets for Premio Computer within local government agencies in Miami, Puerto Rico, Costa Rica, Venezuela, Chile, and other countries in Latin America.Developed and maintained training courses for new and existing employees of the changing Premio product line.Focused approach to selling, by studying customer technical scope of work in order to achieve client satisfaction and excellence.

Miami/Fort Lauderdale Area

This position involved daily contact with major Latin American accounts, business-to-business marketing, prospecting and personal contact with clients. Involved travel, visiting clients and attending International and Domestic Trade Shows in US and Latin America.