Daniel Jimenez
Austin,TX
Summary
Proactive and proficient Customer Success Manager with 7 years of experience in customer success and leadership. Proven track record of in exceeding all metrics while building strong, long-lasting relationships with customers. Well trained in using data insights to positively impact company success.
Overview
7
7
years of professional experience
Work History
Omdia | Head of Customer Success
Omdia
08.2020 - Current
- Hired, trained, and managed a team of Customer Success Managers, ensuring they met all KPI goals
- Supported and built meaningful relationships with 95 large accounts with an ACV of over $8 million
- Consistently achieved above target goals for KPI’s meeting 100%
- Conducted new user onboarding demos and became an expert on Omdia’s research products
- Ran successful email campaigns that successfully increased usage and renewals (exceeding 75%)
eviivo | Customer Success Advisor
Eviivo
12.2018 - 08.2020
- Increased number of new clients through onboarding and providing one-on-one training to ensure they’re comfortable and knowledgeable with the software, properly connected to all third party websites via API connections, and set up for success
- Identified areas of improvement for accounts and worked with clients to increase revenue by up to 50%
- Successfully facilitated a mass migration of getting 3,500 clients moved over and set up on the eviivo software
- Worked cross-functionally with all departments in order to problem solve and come up with creative solutions to specific road blocks that our clients ran into
Sr. Customer Experience Associate
Blue Apron
09.2016 - 11.2018
- Managed and developed 10 Customer Experience Associates and brought our QA score up from 80% to 95%
- Collaborated with Management to improve procedures and implement new initiatives within the Customer Experience department
- Embodied impeccable client service skills to customers with a 95% satisfaction rating and 100% productivity
- Showcased aptitude for customer success in all Tier III escalations and interactions while conveying a strong sense of empathy
Education
BS - Criminal Justice, Psychology
Texas State University
Skills
- Define Customer Needs
- Technical Troubleshooting
- Outreach Initiatives
- Staff Leadership
- Salesforce CRM Experience
- Customer Retention
- Satisfaction Surveys
- Product Demos
- Renewal Opportunities
- Client Service Optimization
- Collaborative Environments
- Customer Account Review
Timeline
Omdia | Head of Customer Success
Omdia
08.2020 - Current
eviivo | Customer Success Advisor
Eviivo
12.2018 - 08.2020
Sr. Customer Experience Associate
Blue Apron
09.2016 - 11.2018
BS - Criminal Justice, Psychology
Texas State University
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