Eric Baez
Orlando,FL
Summary
Dynamic Customer Success Manager with a proven track record at ServiceNow, adept at driving client engagement and retention. Expert in SaaS adoption and utilizing the ServiceNow Platform for effective client management. Achieved a 95% client retention rate through proactive relationship building and strategic onboarding initiatives, ensuring clients realize value swiftly.
Overview
1
1
Certification
5
5
years of professional experience
Work History
Customer Success Manager
ServiceNow
Orlando, FL
07.2024 - Current
- Developed and executed customer success strategies to increase retention rates.
- Managed customer success plans across ServiceNow accounts and adoption goals.
- Tracked customer health signals and flagged risks for proactive action.
- Guided customers through Now Platform onboarding and implementation discussions.
- Led cross-functional meetings with support, product, and delivery teams.
Customer Success Manager
TOPdesk
Orlando, FL
04.2023 - 04.2024
- Managed a portfolio of 50 key accounts, consistently exceeding customer expectations and driving satisfaction. Achieved an average ARR growth of 25%, showcasing a proven track record in effectively nurturing and expanding customer relationships
- Achieved a 95% client retention rate through proactive relationship management and issue resolution.
- Reduced onboarding time of an average of one month by 30%, ensuring clients quickly realized the value of TOPdesk solutions.
- Collaborated with product development to implement three client-suggested features, enhancing product offerings based on customer feedback.
- Documented and resolved field requests using a ticketing system, consistently meeting or exceeding Service Level Agreements and departmental expectations.
Customer Success Specialist
Knight Capital Funding
Fort Lauderdale, FL
12.2021 - 04.2023
- Delivered exceptional after-hours support to customers, enhancing customer satisfaction through attentive service.
- Managed customer interactions and tracked satisfaction using Salesforce.
- Utilized ticketing systems to log, prioritize, and track support requests, maintaining a high level of responsiveness to meet service level agreements (SLAs).
- Coordinated with relevant teams to resolve software issues and manage customer interactions via phone and email.
- Excelled in a dynamic start-up environment, achieving a 25% reduction in response time by swiftly adapting to evolving roles and responsibilities.
Education
BA - BUSINESS ADMINISTRATION
Florida International University
Miami, Florida06-2022
Skills
- Customer Success
- Onboarding SaaS
- Adopt Change Management
- Client management
- Client Engagement
- Retention planning
- ServiceNow platform
- Salesforce
- Microsoft Dynamics
- Power BI
- Microsoft 365
- Zendesk
Projects
ITSM Process Automation for Incident Management, LED THE DESIGN AND IMPLEMENTATION OF A COMPREHENSIVE IT SERVICE MANAGEMENT (ITSM) PROCESS AUTOMATION SYSTEM WITHIN TOPDESK, WITH A FOCUS ON OPTIMIZING INCIDENT MANAGEMENT WORKFLOWS., DESIGNED AND IMPLEMENTED AUTOMATED WORKFLOWS TO STREAMLINE THE HANDLING OF ROUTINE INCIDENTS, REDUCING RESOLUTION TIMES BY 25%.
Certification
- ITIL v4
- Agentic AI Executive - ServiceNow
- Now Assist Executive - ServiceNow
- Certified Customer Success Manager (CCSM)
Timeline
Customer Success Manager
ServiceNow
07.2024 - Current
Customer Success Manager
TOPdesk
04.2023 - 04.2024
Customer Success Specialist
Knight Capital Funding
12.2021 - 04.2023
BA - BUSINESS ADMINISTRATION
Florida International University