Alvaro Andrade
Brockton,MA
Summary
Highly motivated and professional Customer Success Manager with documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Proficient in managing calendars, organizing meetings and events, and communicating with internal and external stakeholders. Possess exceptional communication and interpersonal skills with a proven ability to work independently and as part of a team.
Overview
7
7
years of professional experience
Work History
Customer Success Manager
Withings
06.2020 - Current
- Managed a portfolio of stragetic key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Exceeded annual account growth by 117%
- Successfully renewed & upsold existing customers
- Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
- Advocated for product/services improvements on the behalf of the customers
- Spearheaded on outreach campaign to measure customer satisfaction
- Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Created and maintained comprehensive customer success documentation for internal and external use.
- Fostered a client-centric culture within the organization, instilling a shared commitment towards delivering top-notch service.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Senior Technical Support Specialist
Withings/Nokia
02.2017 - 06.2020
- Served as point of contact, responsible for providing all necessary information from customers contacting support to all stakeholders within the company, as well as conveying new information from development, QA, and product management teams to customer support
- Provided timely, accurate, and appropriate reporting on your assigned products, including all QMS related reporting
- Learned the tools and procedures related to investigating, such as Gooddata, Backend, Backend Highlights, etc
- Raised alerts to internal stakeholders in a timely fashion for all emerging issues or outages
- Provided detailed feedback to product teams relating to our products/services
- Provided weekly and monthly reports on product status to share customer voice with development teams
- Documented common support procedures that support agents can follow
- Prioritized workload to ensure the most critical issues are resolved first.
Education
Bachelor of Science Degree - Business Management
Johnson & Wales University
Providence, RISkills
- Strategic Planning
- Problem-solving aptitude
- Adaptability and Flexibility
- Client Relations
- Customer Account Management
- Customer Advocacy
- Inter-department collaboration
- Positive Attitude
Timeline
Customer Success Manager
Withings
06.2020 - Current
Senior Technical Support Specialist
Withings/Nokia
02.2017 - 06.2020
Bachelor of Science Degree - Business Management
Johnson & Wales University
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