Juan Aguilar
Little Elm,TX
Summary
Experienced Customer Success Manager with over 8 years in SaaS and cloud services, specializing in customer account analysis, churn reduction, and growth opportunity identification. Skilled in project management, CRM, and leading cross-functional teams to enhance customer engagement and satisfaction. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
9
9
years of professional experience
Work History
Customer Success Manager
OTAVA
02.2024 - 06.2024
- Served as the primary point of contact for over 60 accounts, achieving a 25% increase in retention and a 15% rise in upsell opportunities
- Enhanced customer onboarding and training processes, leading to improved product adoption and satisfaction.
- Assisted customers with onboarding and product setup to foster successful adoption, optimization, and usage.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
Sr. Network Security Customer Success Manager
Palo Alto Networks
02.2022 - 11.2023
- Managed key accounts in North America and Latin America, boosting client satisfaction by 25% and adoption rates by 30%
- Developed and executed account success plans, significantly enhancing customer loyalty and retention.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
Sr. Customer Service Representative
PennyMac
07.2021 - 02.2022
- Delivered high-quality customer service in a busy call center, effectively handling inquiries and resolving issues.
- Managed approximately 30 incoming calls, emails and faxes per day from customers
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
Sr. Customer Success Manager
Microsoft Inc
09.2015 - 02.2022
- Led client engagements through comprehensive deployment processes, achieving significant improvements in client satisfaction and project outcomes.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
- Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
Education
Associate Degree -
DeVry University
Irving, TXSkills
- CRM and Customer Engagement: Expert in managing client relationships, enhancing customer retention and satisfaction
- Project Management: Proficient with Agile, Scrum, and Waterfall; adept at driving projects to completion within budget and time constraints
- Data Analysis and Strategic Planning: Strong analytical skills, with a proven track record of improving operational efficiency and aligning strategies with business goals
- Communication and Leadership: Excellent communicator with a strong leadership background, motivating teams to achieve high performance
- CRM Software
- Customer Advocacy
- Strategic Planning
- Account Management
- Customer Relations
- Customer Retention
- Customer Relationship Building
Accomplishments
- Certifications:
- Customer Success Management, CRM, Project Management Foundations, Change Leadership, Salesforce Introduction.
Timeline
Customer Success Manager
OTAVA
02.2024 - 06.2024
Sr. Network Security Customer Success Manager
Palo Alto Networks
02.2022 - 11.2023
Sr. Customer Service Representative
PennyMac
07.2021 - 02.2022
Sr. Customer Success Manager
Microsoft Inc
09.2015 - 02.2022
Associate Degree -
DeVry University
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