ALEJANDRA MANSILLA
Minneapolis,MN
Summary
With 15 years of experience in Multifamily and a strong background in Customer Success leadership, I am the perfect candidate for any organization looking to improve their processes and streamline operations to decrease costs and promote organizational efficiency.
Overview
15
15
years of professional experience
Work History
Senior Customer Success Manager
Funnel Leasing
01.2023 - 01.2024
- Project Manager for a high Enterprise Account.
- Responsible for ensuring accurate configuration and adoption of CRM software.
- Tracked Project deliverables on Monday.com.
- Facilitated stand-up meetings with the product team and customer to drive a successful Pilot of a Mobile app product.
- Collaborated with product and development team to gather project requirements.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Partnered with Sales to drive upsell opportunities.
Director of Customer Success
Nurture Boss
11.2021 - 11.2022
- Implemented new onboarding strategy which increased time-to-value by more than 50%
- Established metrics for time savings, ROI value, and conversion data into a weekly scorecard.
- Laid the groundwork for Customer Success and implemented and launched Client Success Software to measure customer success retention, growth, and performance.
- Worked as a liaison for customer needs with Product Management to implement new product features to assist with time to value, implementation, and help support the growth of the customer database.
- Helped implement a Knowledge Base for customers to access 24x7 with an intent to decrease support questions by 30% and increase CSATs and customer retention.
- Hired, trained, and developed 2 CSM's on ways to provide continual client education around capabilities, engagement tactics, new features, product usage, & processes.
- Collaborated with the sales team to identify performance trends, upsell, and generate growth opportunities within key accounts.
- Measured effectiveness of the Client Success Team by defining, tracking, and reviewing team metrics.
Customer Success/ Solution Account Manager
Realpage Inc.
01.2014 - 07.2021
- Helped build the foundation of Mobile Facilities Account Management team by creating reporting metrics to deliver Quarterly and Monthly scorecards to gauge adoption with Mobile Facilities.
- Boosted adoption by 35% with proactive account servicing and diligent relationship building.
- Conducted New User Training post-implementation.
- Mentored and Trained new team members.
- Facilitated meetings, and developed, and delivered training and QBR presentations to clients.
Product Support Agent III
Realpage Inc.
10.2009 - 01.2014
- Quality Analyst for Helpdesk Agents.
- SME for Spend Management Product.
- Answered 50+calls a day providing first call resolution, & exceeding target rate by 15%
- Knowledge of RealPage Software including Leasing and Rents, Leasing Desk Screening, Facilities, and Spend Management.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Worked with the software development team on reported errors and bugs on newly released software and assisted in the deployment of release fixes.
Skills
- Process improvement
- Customer Advocacy
- Salesforce proficiency
- Public Speaking
- Software Implementation
- Relationship Management
- Customer Account Management
Education
Associate: Arts Program -
Anoka Ramsey Community College
Languages
Spanish
Native or Bilingual