Erika Salazar Soto
Lomita,CA
Summary
Results-driven Customer Success professional with 5+ years of experience leading high-volume, fast-paced support environments. Known for reliability, adaptability, and collaborative approach to achieving team goals. Proficient in communication and issue resolution, consistently aligning customer needs with company solutions. Proven ability to coach teams, manage escalations, analyze performance metrics, and drive operational improvements. Bilingual in English and Spanish with strong technical aptitude and a passion for delivering exceptional customer experiences.
Overview
11
11
years of professional experience
Work History
Senior Customer Success Manager
Beacon Healthcare Systems
11.2020 - Current
- Led cross-functional teams to enhance customer onboarding processes and reduce time-to-value.
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
- Analyze tickets, replicate the issue to confirm the ticket and manage resolution through the customer success team, or if needed, escalate the ticket to another department for resolution.
- Became each customer's trusted advisor, driving adoption of Beacon's products with a focus on delivering customer value and achieving the customer's business outcomes if needed.
- Championed adoption of CRM tools, streamlining workflows and improving overall team efficiency.
- Proactively and strategically leveraged customer data to provide clear, informative, and relevant information to drive engagement, satisfaction, and retention.
- Owned the identification of key customer needs as well as renewal and expansion opportunities, translated them to internal tasks, and executed.
- Developed strong relationships and collaborated with a team of Customer Success Managers, Sales Executives, Implementation Strategists, and Support Engineers to ensure customers had an optimal experience and achieved their desired outcomes.
- Input and maintain tickets in designated ticket system (experienced in salesforce and JIRA).
Assistant Manager, Customer Service
Soto Construction, LLC
06.2015 - 10.2020
- Worked with multiple departments and levels of the organization to solve problems and improve processes.
- Timely product ordering and efficient management of company resources.
- Evaluated and identified ineffective workflow processes to devise and implement solutions that achieved greater productivity and personnel performance.
- Distributed company correspondence, including memos and updates to reinforce and apprise departments and divisions of corporate objectives and developments.
- Directed clients to appropriate personnel to address concerns, resolve complaints, or answer account-related questions - Responded to telephone inquiries from clients, vendors, and the public.
- Led daily operations, ensuring compliance with company policies and procedures.
Education
Bachelor of Science - Business Marketing
California State University of Long Beach
Long Beach01-2019
Associate of Applied Science - Business
Long Beach City College
Long Beach, CA01-2017
Skills
- Fluent in English and Spanish
- Expert in CRM: Salesforce, JIRA
- Knowledgeable in SaaS CS Tools
- Feedback collection & Data Reporting
- Customer Service Management
- Account Management
Credentials
- Certificate of Achievement in Marketing, LBCC Program Certification
- Certificate of Accomplishment in Foundations of Business, LBCC Board District Certification
- Certificate of Accomplishment in Business Digital Literacy, LBCC Computer and Office Studies Certification
- Google Analytics and AdWords Individual Certified
Timeline
Senior Customer Success Manager
Beacon Healthcare Systems
11.2020 - Current
Assistant Manager, Customer Service
Soto Construction, LLC
06.2015 - 10.2020
Bachelor of Science - Business Marketing
California State University of Long Beach
Associate of Applied Science - Business
Long Beach City College