Vicente Valdez
Las Vegas,NV
Summary
Senior Customer Success Manager with over 8 years of successful experience in Account Management and Leadership. Recognized consistently for performance excellence and contributions to success in the Hosting industry. Strengths in both Traditional and Cloud hosting backed by training in AWS Account Management and Standard Hosting. Experience in policy development and interdepartmental communication procedures positively impacting customer satisfaction and saving revenue for the company's growth.
Overview
7
7
years of professional experience
Work History
Senior Customer Success Manager
Media Temple
Los Angeles, CA
01.2019 - Current
- Achieved customer support objectives for a team of 3 individuals to increase core customer retention saves of 20% first year and 40% this current year of revenue in jeopardy.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored and let team in metrics and developed actionable insights to improve efficiency (GCR $ increase) and performance (monthly reviews & engagements) using Client Success LifeCycle Software .
- Gained customer acceptance by demonstrating world-class service, technical problem resolution, and operational improvements on services from CSAT survey with 41% of returned surveys with an average 97.8% of satisfaction rate between January 2019 to present.
- Recommended changes, improvements or deletions in products according to customer feedback from current clients and potential churn risks.
- Built long-term, loyal customer relations by providing top-notch service, providing quarterly reviews, pre-project planning, reactive support, and growing accounts year over year.
- Liaised between executives and customer clients both on Cloud and Traditional datacenter environments, facilitating smooth communication and successfully achieving saves for the company.
- Organized and share training tactics, wrote communication templates, and proposed sequences with outreach tools to help colleagues become more efficient and productive on day-to-day duties.
Account Executive - Inside Sales
Media Temple
Los Angeles, CA
11.2016 - 01.2019
- Monitored and amplified sales pipeline to maintain flow of potential leads and prospects.
- Liaised with clients via email or phone to identify and address needs, growing existing accounts through cross-selling.
- Cultivated productive relationships and maintained quality communications with account contacts to maximize client retention.
- Set and exceeded inside sales goals by establishing ambitious targets and motivating sales representatives by establishing quotas of $4000 MRR every month and achieving higher bonus levels consistently.
- Contributed to team success by helping train and motivate less experienced team members.
- Attained sales quotas consistently through tenacious dedication to always seeking new business and efficiently closing sales.
- Prospected new leads by maintaining outbound calls to both cold and warm contacts by making 25 calls per day.
- Trained employees on new technology and sales methods to build highly-knowledgeable and successful team.
- Maximized revenue by servicing accounts and proposing new products and services to established customers
Customer Support Supervisor
Media Temple
Culver City, CA
05.2016 - 11.2016
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Supervised 15 support team members and provided constructive feedback, resulting in higher morale and increased employee retention
- Enhanced training programs to strengthen employee knowledge and promote agents to different departments and CS rankings from within the team.
- Boosted overnight group production by devising and deploying improved accountability approach.
- Tracked KPIs and created continuous improvement plans.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Jumped into support queues weekly for technical assistance on wide range of issues related to incidents and higher traffic during overnight shift.
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement for individual agents.
Education
Associate of Science - General Studies
Imperial Valley College
Imperial, CA06.2010
Skills
- Strong Interpersonal Skills
- Team Building/Self-Starter skills with Mentorship
- Effective Communicator
- Business growth
- Client service optimization
- Critical Thinking Skills
- Business Development
- Sales proficiency
- Technical Concepts (Traditional and Cloud Hosting)
- Excellent Work Ethic
- Market Research
- Program Management
- Account Management
- Problem resolution
- Presentation Skills
Accomplishments
- Collaborated with team of 8 in the development of AWS CDK migration for AWS Clients.
- Achieved GoDaddy's Wayfinder award through effectively helping with High Valued Clients by being top 3% in the department for my company in revenue, engagements, and survey results.
- Used Microsoft Excel to develop benchmarking performance tracking for client's websites over a period of time.
- Achieved creating a retention department for my company through effectively helping with high risk churn customers with insights to provide better products, better customer support escalation paths, and meeting the needs of clients in the hosting industry.
Additional Information
Experienced with the Development and Development tools
- HTML 5
- CSS
- Javascript
- Salesforce
- Virtual Private Servers
- AWS Cloud
- WHM/Cpanel
- Plesk
- Wordpress
- Microsoft Office
- Social Media
- SEO
Timeline
Senior Customer Success Manager
Media Temple
01.2019 - Current
Account Executive - Inside Sales
Media Temple
11.2016 - 01.2019
Customer Support Supervisor
Media Temple
05.2016 - 11.2016
Associate of Science - General Studies
Imperial Valley College
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