Falon Racz
Cape Coral,FL
Summary
Customer Success professional with a strong background in IT support, onboarding, and customer engagement. Experienced in guiding customers through implementations, troubleshooting technical challenges, delivering product demonstrations, and providing training that drives adoption. Skilled at building trusted relationships, communicating complex information clearly, and using a consultative approach to support customer retention and long-term success. Brings a combination of technical expertise, sales acumen, and a strategic approach focused on driving customer outcomes and business value.
Overview
7
7
years of professional experience
Work History
Dedicated Relationship Specialist
Mosyle
Winter Park, Florida
09.2025 - Current
- Manage a portfolio of 565 education and business accounts, maintaining 96.6% logo retention since assuming ownership.
- Serve as the primary point of contact throughout the customer lifecycle, overseeing implementation, product adoption, technical support, and account planning.
- Support renewals and account expansion by advising customers on renewal procedures, negotiating solutions, and identifying opportunities to upgrade to higher-tier offerings.
- Conduct product demonstrations and consultative conversations to align solutions with customer needs and drive product adoption.
- Execute approximately 100 outbound calls and emails daily to engage customers, support sales initiatives, and identify opportunities for account growth.
- Maintain a less-than-24-hour response time for customer inquiries while partnering cross-functionally to resolve issues and improve customer processes and workflows.
Technical Onboarding Specialist
Mosyle
Winter Park, Florida
05.2025 - 09.2025
- Led onboarding and implementation for enterprise customers, guiding deployments and ensuring successful adoption of IT solutions.
- Provided technical troubleshooting, remote support, product training, and demonstrations to help customers effectively utilize platform capabilities.
- Maintained 95%+ customer satisfaction through responsive technical support and customer-focused problem resolution.
- Supported revenue growth by converting qualified leads into paying customers through product education and consultative engagement.
Customer Onboarding Specialist
Mosyle
Winter Park, Florida
03.2023 - 05.2025
- Guided customers through onboarding and product adoption, identifying needs and recommending solutions aligned with their goals.
- Delivered product education and training to new and prospective customers, increasing understanding and effective use of platform capabilities.
- Resolved customer issues efficiently while maintaining strong relationships throughout the onboarding experience.
- Collaborated cross-functionally to support sales objectives, customer satisfaction, and successful implementation.
IT Coordinator
Saint Andrew Catholic School
Cape Coral, Florida
01.2023 - 02.2023
- Coordinated technology initiatives and infrastructure improvements supporting daily school operations.
- Managed technology migrations and implementations while minimizing operational disruption.
- Developed and implemented IT policies and procedures to improve security, consistency, and operational efficiency.
- Coordinated technology resources and stakeholders to support organizational needs.
Technology Assistant
Saint Andrew Catholic School
Cape Coral, Florida
05.2021 - 01.2023
- Configured, deployed, and maintained hardware, software, and network systems supporting faculty and staff.
- Provided technical support and troubleshooting to resolve day-to-day technology issues and maintain operational continuity.
- Conducted hardware audits to improve technology asset management and resource allocation.
Paraprofessional
Saint Andrew Catholic School
Cape Coral, Florida
08.2019 - 05.2021
- Provided individualized and small-group instruction while adapting communication and support to diverse learning needs.
- Collaborated with teachers to develop effective strategies and address student needs.
- Assessed challenges, implemented solutions, and adapted approaches to improve learning outcomes.
Education
Bachelor Of Applied Science - Psychology
Southern New Hampshire University
Hooksett, NHSkills
- Strategic Account Management
- Customer Onboarding & Implementation
- Customer Retention & Expansion
- Product Adoption & Enablement
- Consultative Selling & Negotiation
- Renewal Strategy & Support
- Customer Training & Product Demonstration
- Technical Problem Solving
- Stakeholder & Cross-Functional Management
- Process & Workflow Optimization
Timeline
Dedicated Relationship Specialist
Mosyle
09.2025 - Current
Technical Onboarding Specialist
Mosyle
05.2025 - 09.2025
Customer Onboarding Specialist
Mosyle
03.2023 - 05.2025
IT Coordinator
Saint Andrew Catholic School
01.2023 - 02.2023
Technology Assistant
Saint Andrew Catholic School
05.2021 - 01.2023
Paraprofessional
Saint Andrew Catholic School
08.2019 - 05.2021
Bachelor Of Applied Science - Psychology
Southern New Hampshire University