Dynamic and driven Customer Success Manager experienced in enterprise SaaS, B2B/B2C account management and cloud-based solutions. Adept at customer onboarding, retention, and expansion, driving adoption through strategic relationship management. Expertise in cloud lifecycle management, process optimization and risk mitigation, maximizing customer success and business impact. Proven ability to collaborate cross-functionally and influence key stakeholders to achieve customer goals and product adoption.
Hi, I’m
Erik Valentin
Pompano Beach,FL
Summary
Overview
9
years of professional experience
Work History
Capital One, Financial Services
Dealer Success Manager
12.2023 - Current
Job overview
- Onboard, train and retain dealerships on various digital retail and Fin-tech programs, ensuring smooth adoption and execution.
- Develop and refine training and onboarding processes, maintaining the highest level of white glove treatment.
- Boosted dealer satisfaction by providing comprehensive training and support on product offerings, software tools, and best practices.
- Cultivated mutually beneficial relationships with third-party providers to expand dealership offerings and drive additional revenue streams.
- Developed custom sales presentations tailored to individual dealership needs, showcasing product benefits and unique selling points.
- Managed a portfolio of multiple dealer accounts, ensuring consistent achievement of revenue targets across all partnerships.
- Monitored competitive landscape closely to stay ahead of emerging trends or threats that could impact our client''s businesses while sharing key findings with internal stakeholders.
- Championed process improvements within the organization based on feedback received from dealers, resulting in better service and support to our partners.
- Pitch new products as they become available, ensuring referrals, retention, and expansion with all practices.
- Proactively troubleshoot products and process issues, providing timely solutions.
- Conduct frequent in-person visits to dealerships (80% travel) to reinforce training and ensure continued success, Drive process improvements aligned with customer outcomes and business objectives.
- Serve as subject matter expert on products and processes, representing the Sales organization in an “Iconic” way.
- Remote
Upstart - Upstart Auto Retail/Upstart Lending
Senior Dealer Success Manager, East
04.2022 - 12.2023
Job overview
- Successfully led onboarding and ongoing client engagement for 120+ accounts, ensuring a personalized experience and high client satisfaction.
- Spearheaded the resolution of complex client issues, collaborating with support teams to troubleshoot and provide timely solutions.
- Acted as a primary point of contact, facilitating communication between clients and internal teams to align project objectives and enhance customer experience.
- Utilized data analytics to monitor client satisfaction and implement improvements, resulting in zero cancellations in 2022.
- Coordinated cross-functional activities, maintained detailed project documentation, and managed scope changes to ensure project success.
- Set record for both L1 Certification as well as L3 Lending Certification completion.
- Number 1 in the company 2022 Q4 for referrals, expansions, and retention (zero cancellations in 2022).
- Single-handedly turned an at-risk Enterprise account with twenty-eight rooftops from cancellation threat “severe risk” to “very satisfied” with two expansions.
- Promoted from Dealer Success Manager to Senior Dealer Success Manager in 8 months, after receiving “Great Performer” Performance and Exceptional Peer reviews.
- Assist with special projects, demos, reviews, and other project-related meetings, supporting team members in their tasks.
- Coaching on retention principles and best practices, facilitating open discussion and conflict resolution.
- Subject matter expert on risk mitigation, retention and relationship building using Digital Retail Solutions to position accounts for success.
- Deep understanding of automotive processes, technologies, and strategies both from the retail perspective as well as B2B/B2C/SaaS.
- Exceptional ability to nurture and foster relationships at all stages (sales, implementation, pre- and post-launch) while ensuring thorough discovery and account management that all pain points, priorities and lead and lag measures are clearly defined.
- Critical thinker with challenger approach to business structure, identifying areas of opportunities, streamlining internal and external processes to yield higher ROI.
- Work closely with OEM Digital Retail Consultants and across multiple internal verticals (sales, implementation, support, engineering, executive management, marketing) to ensure a collaborative approach to our Digital Retail solutions, maximizing customer engagement while creating conversion/expansion opportunities, referrals, and unparalleled retention.
- Responsible for in-store and virtual launches, monthly check-ins, and quarterly business reviews (QBRs) managing accounts across the entire East Coast.
- Remote
- Contributed to business development initiatives by actively participating in industry events and conferences, representing our culture and bfand.
automotive Mastermind/IHS Markit/S&P Global
Dealer Relations Manager
06.2019 - 02.2022
Job overview
- Oversaw the onboarding and support of a large dealer portfolio, employing SaaS platform solutions to drive client success and retention.
- Maintained an expansive dealer portfolio in the South Florida region with a keen focus on growing portfolio size, spend, solutions utilization, and partnership integrity.
- Managed and employed Software and Behavior Prediction Technology utilizing Big Data to create Micro-targeted advertising solutions focused on consumer buying.
- Cultivated and managed the largest portfolio in the Southeast Region, and among the largest in the country, with $2.5M+ in recurring annual revenue.
- Referral Leader spanning three regions inclusive of Major Dealer Groups like AMSI, Berkshire Hathaway, Craig Zinn, Ed Morse, and 20 Groups.
- Leading content creator outside of Marketing and the inspiration that created the employee advocacy program partnership with Gaggle Amp.
- Developed and employed individualized tactical sales and marketing strategies and initiatives including employee and consumer experiential focus to create and foster best practices and brand awareness.
- Cross-departmental influencer, participating in various internal initiatives to pivot from Pre-Covid and Inventory Challenges, emphasizing spontaneous and innovative solutions to combat new and unknown market challenges.
- Developed evolving curriculum of training, best practices, and leadership takeaways based on market conditions.
- Selected to represent automotiveMastermind and IHS Markit at the 2021 National Association of Minority Auto Dealers (NAMAD) Convention to ensure organizational support for diversity and inclusivity.
- Remote
Jaguar Aston Martin McLaren - MAG Myers Auto Group
Client Consultant/Product Specialist/Inclusion & Diversity Ambassador
08.2016 - 06.2019
Job overview
- #1 in sales for new car units and consistently top three with no previous book of business.
- Highest rated/most reviewed employee on Google with 5.0 out of 5.0 rating (100+ reviews).
- Utilized personal and professional contacts and affiliations to generate $15,000+ in sponsorship monies, covering art installations, music, entertainment, and gift bags for annual mixer event.
- Negotiated sponsorship-level commitment for the Palm Beach Pride Parade with the inclusion of Jaguar at the front line, garnering free media coverage including front page of the Palm Beach Post.
- Consistently recognized in community papers and public forums for my extracurricular involvement in business networking, charity events and community functions.
Skills
- Customer Success & Relationship Management
- Cloud SaaS Solutions & Digital Transformation
- Onboarding, Implementation & Adoption Strategy
- Enterprise Software Consulting & Process Optimization
- KPI-Driven Performance Management
- Risk Mitigation & Issue Resolution
- Strategic Expansion, Retention & Renewals
- Cross-Functional Team Leadership
- Stakeholder Engagement
- Business Reviews (QBRs)
- Data-driven decision making
- CRM proficiency
- Upselling strategies
- Performance analysis
- Financial acumen
- Attention to detail
Timeline
Dealer Success Manager
Capital One, Financial Services
12.2023 - Current
Senior Dealer Success Manager, East
Upstart - Upstart Auto Retail/Upstart Lending
04.2022 - 12.2023
Dealer Relations Manager
automotive Mastermind/IHS Markit/S&P Global
06.2019 - 02.2022
Client Consultant/Product Specialist/Inclusion & Diversity Ambassador
Jaguar Aston Martin McLaren - MAG Myers Auto Group
08.2016 - 06.2019
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