Andy Trevino
Lockhart
Summary
Customer success operations leader with a strong record in strategic vision and team leadership. Expertise in scaling customer success initiatives and enhancing operational procedures. Focused on driving efficiency and improving customer satisfaction through targeted strategies. Results-oriented professional skilled in project management, cross-functional coordination, and performance metrics.
Overview
9
9
years of professional experience
4
4
Certifications
Work History
Sr. Customer Success Operations Manager
6sense
Austin
09.2024 - Current
- Conducted comprehensive customer journey mapping to support systems implementation.
- Coordinated cross-functional teams to ensure alignment on key initiatives.
- Identified deficiencies and performed root-cause analyses to enhance operational quality.
- Designed and implemented operational procedures that adhered to quality standards.
- Collaborated with stakeholders to define clear project scopes and deliverables.
- Created training materials and facilitated onboarding for new team members.
Manager of Revenue Operations
Talroo
Austin
11.2021 - 09.2024
- Architected and implemented Gainsight instance, driving adoption and optimization across customer success function.
- Directed strategic customer experience and customer success initiatives for entire team.
- Managed team performance and coordinated daily operations in a fast-paced environment.
- Coached, mentored, and trained team members to enhance job performance.
- Recruited and hired qualified candidates to fill open positions effectively.
- Assessed skill sets of team members, assigning tasks to maximize efficiency.
Director of Customer Success
Gembah
Austin
01.2021 - 07.2021
- Scaled account management team, achieving threefold annual recurring revenue growth.
- Increased renewals fivefold within three months through targeted initiatives.
- Contributed to successful Series A funding, enhancing company visibility.
- Formalized post-sales operations to improve customer satisfaction and retention.
- Developed new internal roles, facilitating onboarding processes for improved integration.
- Established employee performance metrics to drive accountability and improvement.
- Collaborated with cross-functional teams to optimize workflows and operational efficiency.
- Implemented strategic planning sessions aligning team objectives with corporate goals.
Manager of Customer Success
Modernize
Austin
10.2016 - 01.2021
- Oversaw mid-market customer success management team, achieving highest profitability segment.
- Contributed to scaling business from $50 million ARR to $100 million ARR during acquisition.
- Led recovery initiatives for face-to-face dependent business following COVID-19.
- Consistently exceeded revenue and profitability targets through strategic planning.
- Developed targeted strategies to enhance customer satisfaction and loyalty metrics.
- Cultivated strong stakeholder relationships to support collaborative business objectives.
Education
Master of Science - Sustainability Studies
Texas State University
San Marcos, TX05-2017
Bachelor of Science - Psychology
Texas State University
San Marcos, TX12-2009
Bachelor of Arts - Philosophy
Texas State University
San Marcos, TX12-2009
Skills
- Project management
- Stakeholder collaboration
- Workflow optimization
- Change management
- Performance metrics
- Cross-functional coordination
- Team leadership and coaching
- Staff development and customer relationship management
Certification
Customer Success Operations Certified Profesional
Timeline
Sr. Customer Success Operations Manager
6sense
09.2024 - Current
Manager of Revenue Operations
Talroo
11.2021 - 09.2024
Director of Customer Success
Gembah
01.2021 - 07.2021
Manager of Customer Success
Modernize
10.2016 - 01.2021
Master of Science - Sustainability Studies
Texas State University
Bachelor of Science - Psychology
Texas State University
Bachelor of Arts - Philosophy
Texas State University