Summary
Overview
Work History
Education
Skills
Certification
Software
Timeline
Hi, I’m

Brian Bustos

Customer Success Manager
Dallas,TX
Brian Bustos

Summary

Experienced and customer-centric Customer Success expert with over 11 years of hands-on involvement in contract management and negotiations, aimed at improving customer satisfaction. Proficient in various aspects of customer success, including CRM administration, IT, project management, product/account management, and business development. Skilled at guiding, mentoring, assembling, and nurturing high-performing teams. Enthusiastic about optimizing customer experiences and quickly adapting to emerging technologies. Knowledgeable in the principles of Client Success, excelling at resolving complex challenges and delivering unparalleled customer service and satisfaction. Possesses exceptional written and verbal communication skills and is adept at collaborating on complex projects across all management levels.

Overview

12
years of professional experience
5
years of post-secondary education
2
Certifications
2
Languages

Work History

Infinity Software
Dallas, TX

Client Success Manager
05.2022 - Current

Job overview

  • Manage and coach a team of five CS members remotely around the country and overseas with a book of business of over 156 lenders and growing daily.
  • Manage Front-End Development team huddles with offshore developers and prioritize urgent tickets.
  • Create, develop and implement company S.O.P's, workflow processes, track KPI’s and update the CRM database to improve team efficiency.
  • Implemented Quarterly Business Reviews with key stakeholders and decision makers.
  • Cross-collaborate with departments such as development, sales, and partnerships to grow our current lender's portfolio and uncover upsell opportunities.
  • Manage and re-negotiate existing client renewals, keeping accounts, information and documents in conformance with compliance standards. So far in 2023 I have negotiated 41 new 24-month contract renewals with price increases.
  • Interview, hire, and train new CS team members.
  • Analyzed client data reports to ascertain renewal risk while assessing account trends.
  • Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction.

DFW Demo & Junk Removal
Dallas, TX

Project Manager / Customer Success Manager
01.2020 - 05.2022

Job overview

  • Identified plans and resources required to meet project goals and objectives.
  • Achieved project deadlines by coordinating with contractors to manage performance.
  • Host QBR’s and advise key clients on best uses of our services to optimize their projects.
  • Support sales team to continually reach customer retention rate of 80%+
  • Implemented Housecall Pro (SaaS) and CRM for pricing, budgeting, project & account management.
  • Discover and Identify customer barriers leading to a successful completion of projects.
  • Ensure all projects are completed on time, within budget and with a high degree of quality.
  • Establish customer expectations of project scope, deliverables, procedures for project communications and dissemination of information for team members

Brian Bustos Real Estate LLC
Dallas, TX

Customer Success Manager
04.2012 - 05.2022

Job overview

  • Ensure team customer retention rates and goals are continuously exceeded by consulting with customers regarding all aspects of the purchasing and selling lifecycles.
  • Encourage repeat business and customer engagement by maintaining communication with clients and building relationships.
  • Achieve successful completion of real estate transactions by working cross-functionally with lenders, title companies, builders, appraisers and home inspectors.
  • Launch, manage & update CRM platform and troubleshoot/resolve IT office issues.
  • Negotiate on buyers behalf, saving them, on average, 16% off the purchase of their home compared to competing sales.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.

Epocha Mens Boutique
Dallas, TX

Account Manager / Customer Success Manager
01.2014 - 01.2017

Job overview

  • Increased e-commerce customer retention rate to an eight week average of 80%.
  • Negotiate, nurture and build strong B2B relationships with key accounts like New Balance, Adidas, Puma, Red Wing and Asics.
  • Increased operations performance level by onboarding and training employees on using and implementing CRM, Shopify, Mailchimp, P.O.S. systems, Zoom, and Quickbooks.
  • Attracted business & marketed store name by coordinating events & collaborating cross-functionally with major accounts and local company owners and executives.
  • Provide IT support and install/troubleshoot companies systems
  • Helped build the store from zero to $265,000 in sales in its first year by implementing a product risk mitigation plan and developing social media marketing campaigns and ads
  • Boosted market share & profitability by managing business finances and tracked store cash flow

Sitel
Las Cruces, NM

Customer Service Representative
01.2007 - 01.2009

Job overview

  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Education

New Mexico Military Institute
Roswell, NM

from Mechanical Engineering
2001 - 2008 (7 years)

University Overview

  • Dean's List Spring 2006
  • Honoree of Commandants' List Spring 2006

Grambling State University
Grambling, LA

from Mechanical Engineering
05.2001

University Overview

The University of Texas At Brownsville And Texas Southmost College
Brownsville, TX

from Psychology
05.2001 - 05.2011

University Overview

Skills

Contract renewals and prospecting

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Certification

CCSM 1

Software

Zoho One

Microsoft Office 365

Slack

Salesforce

Microsoft Teams

TransactionDesk

Zoom

Skype

Timeline

Client Success Manager
Infinity Software
05.2022 - Current
Project Manager / Customer Success Manager
DFW Demo & Junk Removal
01.2020 - 05.2022
Account Manager / Customer Success Manager
Epocha Mens Boutique
01.2014 - 01.2017
Customer Success Manager
Brian Bustos Real Estate LLC
04.2012 - 05.2022
Customer Service Representative
Sitel
01.2007 - 01.2009
New Mexico Military Institute
from Mechanical Engineering
2001 - 2008 (7 years)
Grambling State University
from Mechanical Engineering
05.2001
The University of Texas At Brownsville And Texas Southmost College
from Psychology
05.2001 - 05.2011

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Brian BustosCustomer Success Manager