Ariel Mendez
New York,New York
Summary
Results-driven Client Success Manager with a proven track record in enhancing client satisfaction and retention rates. Specializes in client relationship management, strategic planning, and data analysis. Demonstrates strong communication, adaptability, and problem-solving skills to facilitate effective collaboration with clients and teams. Aims to leverage expertise to drive continued success in client engagement initiatives.
Overview
9
9
years of professional experience
Work History
Account Executive
LetsGetChecked
11.2023 - Current
- Develops comprehensive sales plans to boost revenue in assigned territory, achieving measurable growth
- Cultivates relationships with key decision-makers, enhancing client satisfaction and retention
- Collaborates with finance, operations, legal, and marketing teams to identify new growth opportunities
- Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
- Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.
Senior Client Experience Manager
Ixlayer
11.2022 - 11.2023
- Served portfolio of customers with needs assessments, SWOT analysis, and implemented customer journeys while increasing customer engagement by 40% through successful onboarding and retention
- Closely interacted with customers to understand their pain points to help develop creative solutions to address them
- Cultivated culture of continuous improvement and innovation to improve efficiency and drive results that led to more efficient issue resolution times without compromising quality standards.
- Collaborated with cross-functional teams to ensure seamless integration of client feedback into product development processes.
Client Success Manager
AbleTo
05.2022 - 11.2022
- Serve as product expert and mental health advocate for enterprise book of business
- Streamlined communication between clients and internal teams for smoother project execution.
- Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.
- Conducted regular reviews of account performance, identifying opportunities for upselling and expansion of services.
Senior Client Success Manager
PWN Health/EverlyHealth
06.2019 - 04.2022
- Manage strategic partner accounts in addition to multiple direct customer accounts in short-term and long-term rental verticals
- Exceeded the 75% expectation on Net Promoter Scores (NPS) through proactive communication and problem solving that resulted in upsells, expansion, and growth in Annual Recurring Revenue (ARR) by 25% and reducing churn by 60%
- Influenced product roadmaps by identifying common client feature requests and communicating them to the Product Management team.
- Developed and delivered tailored training sessions to improve client understanding of software features and functionalities.
Call Center Manager/ Patient Services
PWN Health
11.2015 - 07.2019
- Developed and implemented a new call center scheduling system, resulting in a 15% increase in call center efficiency and a 5% increase in customer satisfaction scores
- Created clear and effective policies governing all aspects of employee work and interaction with customers
- Established and oversaw performance targets for call center associates
- Provided real-time coaching, guidance, and feedback to customer service agents to achieve development goals
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
Education
Psychology -
Fort Hays State University
Hays, KansasSkills
- Client Relationship Building
- Account Management
- Relationship building and management
- Pipeline Management
- Customer Relationship Management (CRM)
- Problem-Solving
- Operations Management
- Project Management
References
References available upon request.
Timeline
Account Executive
LetsGetChecked
11.2023 - Current
Senior Client Experience Manager
Ixlayer
11.2022 - 11.2023
Client Success Manager
AbleTo
05.2022 - 11.2022
Senior Client Success Manager
PWN Health/EverlyHealth
06.2019 - 04.2022
Call Center Manager/ Patient Services
PWN Health
11.2015 - 07.2019
Psychology -
Fort Hays State University
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