Summary
Overview
Work History
Education
Skills
Skills and Awards
Timeline
Generic

Petronilo Garza

Leander,Texas

Summary

Results-driven Customer Success Manager with 19 years of experience in fostering client relationships, driving customer satisfaction, and managing successful implementations. Proven track record in leading cross-functional teams to deliver customized solutions and achieve business objectives. Skilled in navigating complex client environments, optimizing product usage, and uncovering upsell opportunities to deliver exceptional value and drive revenue. With a strong focus on building long-term partnerships, consistently exceeds expectations by providing strategic guidance and leveraging extensive industry knowledge to ensure client success.

Overview

24
24
years of professional experience

Work History

Customer Success Manager

CONDUENT
01.2018 - 08.2024
  • Managed a portfolio of clients using JIRA, email, and conference calls to ensure effective communication and project tracking
  • Build and maintain a positive relationship while managing client expectations
  • Conducted business reviews to evaluate prioritization of issues, confirm satisfaction of resolutions for deployment, and assess account health
  • Demonstrated software functionality effectively to create opportunities for upselling new software versions and drive revenue growth
  • Perform real-time troubleshooting for critical issues via Microsoft Teams sessions
  • Monitored and managed client escalations by coordinating with various departments to achieve timely and effective resolutions
  • Provide feedback on new version documentation prior to client release
  • Reproduce issues locally to troubleshoot bugs reported by clients
  • Work with developers to discover, document, and support the deployment of custom changes
  • Provide technical training to coworkers and clients - onboarding, basic introduction to Maven software, Advanced Administrator usage, and Jira end-user training
  • Advise clients on upgrades and product customization
  • Identified and leveraged upsell opportunities to provide clients with customized functionality, enhancing their overall experience and increasing revenue potential
  • Assist Technical Writing team to improve documentation of Maven usage.
  • Participated in RFP meetings to set clear expectations and align the Support team’s objectives with client requirements

CUSTOMER PROJECT MANAGER

GTT
01.2001 - 01.2018
  • Oversee multiple projects across all phases of development
  • Present weekly reports on current program and client issues
  • Monitor workflow and make timeline adjustments as needed
  • Coordinate with customer to gather requirements and manage expectations
  • Troubleshoot customer escalations with 3rd party vendor
  • Work as part of an interdisciplinary team to achieve project milestones
  • Managed projects with FedEx, Public Storage, and Bed Bath & Beyond
  • Resolved customer questions, issues, and complaints
  • Developed rapport with the customer base by handling difficult issues with professionalism
  • Built customer loyalty by placing follow up calls with customers who reported issues
  • Team and I created quick reference sheets to resolve reoccurring 3rd party vendor issues.

Education

Bachelor of Arts - Mass Communication

Texas State University
01.2013

Skills

  • Communication skills
  • Revenue Growth
  • Staff mentoring & leadership
  • Research and due diligence
  • Conflict Resolution
  • Project Management
  • Teamwork and Collaboration
  • Customer Advocacy
  • Strategic Planning
  • Problem Solving Skills
  • Customer Account Management
  • Customer Relationship Building

Skills and Awards

Clarity, Salesforce, proficient in Microsoft Office, JIRA, Confluence, Apache Tomcat, Tortoise SVN, Notepad ++, SQLServerManagementStudio2017, Teams, Most Impressive Employee, Megapath, Inc., 03/01/14, Employee of the Year, 2002

Timeline

Customer Success Manager

CONDUENT
01.2018 - 08.2024

CUSTOMER PROJECT MANAGER

GTT
01.2001 - 01.2018

Bachelor of Arts - Mass Communication

Texas State University

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Petronilo Garza