Bahareh Pineiro
Sr. Strategic Success Manager
Orlando,FL
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
25
25
years of professional experience
Work History
SR. CUSTOMER SUCCESS MANAGER
PFL
12.2022 - 01.2024
- Strategically conducted monthly and quarterly EBRs/QBRs
- Self-starter- goal oriented and thrives on proven results in short time frames
- Established deep relationships with our customers quickly and gained their trust
- Successfully met quota MoM while ensuring that the customer's goals and needs were met
- Took initiative and used critical thinking to create campaigns and programs for our customers that would render high ROI for them
- Focused on positive outcomes through benchmarks/KPI etc
- For our customers to ensure a secured renewal process and further upsell efforts
- Ensured that our customers were fully enabled and understood the PFL vision for successful direct mail using existing marketing technology
- Outlined future roadmaps for our customers and illustrated growth through strategy and planning
- Partnered with onboarding team to ensure a smooth onboarding transition for our customer
- High retention/renewal rate of 98% in book of business
- Conducted webinars, enablement training sessions, and leadership CSM Power Hour.
SR. CUSTOMER SUCCESS MANAGER
Sendoso
01.2022 - 10.2022
- Managed a large portfolio of Enterprise Customers (ARR: 3.8 million)
- Assisted with any and all Sendoso needs throughout the customer's lifecycle
- Conducted enablement sessions to help train SDRs and BDRs with their door opener goals
- Worked closely with Marketing Executives on large event sends, webinars, and C-suite sends
- Strategically outlined a playbook for sales and marketing teams to successfully execute their ABM initiatives
- Ensured that customers were spending double of their original investment with Sendoso quarter over quarter
- Aligned benchmarks with KPI to show true ROI and incentives teams to push for more sending and spending
- Illustrated how the right send with the right messaging can capture your target audience and raise your goals to new levels
- 96% retention rate, 95% upsell goal reached each quarter
- Conducted daily, weekly, bi-weekly, and monthly call cadences with customer to continue communication
- Conducted 10+ EBRs with customers per quarter
- Ensured customers were integrating with Sendoso to help automate the process for them and essentially reduce the time in the platform manually sending.
SR. CUSTOMER SUCCESS MANAGER
Jobvite
11.2019 - 01.2022
- Managed a large portfolio of Enterprise customers (ARR: 3.9 million)
- Built rapport and trusted advisor relationship with customers and partners to drive feature product adoption, renewals and upsell opportunities
- Conducted daily, weekly, bimonthly, monthly, and quarterly health check and EBRs in calls with clients
- Continuously reviewed customer accounts to help with TA maturity and growth opportunities
- Assisted clients with optimization and help guide and train them on the tools available
- Worked closely with sales to properly position upsell and contract renewals
- Demonstrated how to navigate and use Jobvite live as well as video demos
- Educated customers on new releases and future roadmaps
- Heavily involved in the reduction of churn and the helped ensure renewals
- Promotes Professional Services and packages as much as possible
- Created documentation and assisted with internal process changes
- Supported NPS Scoring with clients as well as CSAT.
SR. CUSTOMER EXPERIENCE PROGRAM MANAGER
Sonim Technologies Inc.
03.2013 - 10.2019
- Served as a lead and main communication point in all phases of event development, including creative planning with top tier customers and internal stakeholders
- Researched and gathered information needed to make informed decisions and recommend future improvements (analytics)
- Served as a creative thought partner, staying abreast of industry trends, best practices, emerging technologies and leveraging that knowledge to innovate within my company
- Managed all aspects of cross training for the company (Salesforce, NetSuite, ERP, Bugzilla etc.)
- Created a brand new 'Customer Experience Center' in Sarasota Fl
- (from beginning to end)
- Created webinars, training material, and documentation for pre and post sales teams
- Retained and maintained 4 million dollars ARR within first year of employment.
Education
Bachelor Program -
Penn Foster University
MA Certification Program -
Unitek College
Communications Certification Program -
Academy of Broadcasting
Skills
- Customer Satisfaction
- Email campaigns
- Customer Advocacy
- Salesforce proficiency
- Upselling strategies
- Data-driven decision-making
- Relationship Management
- Webinar Hosting
- Customer Journey Mapping
- Customer Feedback Analysis
- Software Implementation
Technical Profile
- Microsoft Word
- Excel
- Power Point
- Slack
- Totango
- PeopleSoft
- Cognos
- Oracle
- Business Objects
- Documentum
- JAS Systems
- Microsoft Publisher
- Sales/Support Force
- Contractual Database
- Various Proprietary Data Management Tools
- AHD (Account Health Dashboard, Admin Tool, Microsoft Outlook)
- NetSuite
- Outlook
- Box.net
- Survey Monkey
- Ring Central
- Confluence
- Salesforce
- Support Force
- SalesLoft
- Eloqua
- Catalyst
- Google Mail
- Google Business Suite
Languages
English
Native or Bilingual
Arabic
Professional Working
Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
SR. CUSTOMER SUCCESS MANAGER
PFL
12.2022 - 01.2024
SR. CUSTOMER SUCCESS MANAGER
Sendoso
01.2022 - 10.2022
SR. CUSTOMER SUCCESS MANAGER
Jobvite
11.2019 - 01.2022
SR. CUSTOMER EXPERIENCE PROGRAM MANAGER
Sonim Technologies Inc.
03.2013 - 10.2019
Bachelor Program -
Penn Foster University
MA Certification Program -
Unitek College
Communications Certification Program -
Academy of Broadcasting
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