Fern Garcia Jr.
Austin,TX
Summary
Customer Success Professional with 9 years of experience in the the CS/SaaS space. Driven and passionate about working with customers as well as developing strategies and solutions to allow brands to create more human and meaningful long-term relationships with their consumers.
Overview
9
9
years of professional experience
Work History
Senior Strategic Customer Success Manager
Wrike
Austin, TX
04.2021 - Current
- Manage relationships with the largest white-glove customer base ($250k+ ARR) across multiple verticals
- Drive revenue and support overall customer retention through the post-sales lifecycle by increasing adoption, working with account teams to up/cross-sell products and services, identifying new business within existing accounts, and minimizing churn
- Lead Executive Business Reviews (EBRs) to assess progress against goals, determine opportunities for improvement, and measure impact of Wrike
- Advisor for product and strategic decisions; providing thought leadership and relevant recommendations to ensure customers take full advantage of the Wrike's product capabilities.
- Assisted in developing CS processes to scale with a remote team; new playbooks and motions relative to expansion selling, virtual user groups, and CS/Product enterprise collaboration
- Facilitate change management for product releases and identify customers to participate in beta programs for the full suite of Wrike products.
Customer Success Manager II
Khoros (formerly Spredfast)
Austin, TX
05.2018 - 04.2021
- Manage a diverse portfolio of enterprise customers in various verticals, including the financial services, sports leagues, retail and hospitality industries
- Increase adoption and usage of product, driving expansion, cross-selling, and customer advocacy
- Provide strategic guidance by working to understand customer’s ever-evolving use cases, business goals, and challenges
- Develop and manage execution of mutually-defined SBRs crafted to secure alignment on customers’ social and organizational KPIs to ensure continued value and ROI
- Sustain relationships across customer organizations to create brand ambassadors, nominate candidates for reviews and sales references
- Interface with product management and product marketing teams to share the feedback/needs to inform future product requirements
- Facilitate change management for product releases and identify customers to participate in beta programs for the full suite of products
Account Manager, SMB
Apple
Austin, Texas
05.2015 - 04.2018
- Managed growth and sales strategies for top tier accounts of 30k to 200k+ by building a trusted relationship with each client and consulting with executive level decision makers
- Responsible for lead generation management, acquisitions, relationship management, and operations of nonprofit and healthcare verticals
- Leveraged 3rd party partners including JAMF and Apple Consultants Networks to deploy tailored solutions to SMB and corporate businesses
Sales Trainer, SMB
Apple
Mexico City, Mexico
09.2016 - 11.2016
- Provided direction and development of multiple high priority Apple sales training initiatives
- Developed and trained new leadership and sales teams in SAP CRM, lead generation, acquisitions, pipeline management, and product launch campaigns
- Evaluated employee performance monthly and coached and trained accordingly, increasing quality of work and employee satisfaction
Product Specialist
Apple
San Antonio, TX
12.2012 - 05.2015
- Face to face sales floor consulting for first-time and loyal Apple customers to deliver unmatched customer service experience
- Internally worked with SMB Business team to drive sales and meet quarterly revenue goals/metrics by building relationships and connecting with customers
Education
Bachelor of Arts - Technical Communication
The University of Texas At San Antonio
San Antonio, TXSkills
- Software as a Service (SaaS)
- Strategic Account Planning
- Post-sales Support
- Salesforce CRM
- Gainsight CRM
- Strikedeck CRM
- Tablaeu
- Zendesk
- Bilingual (Fluent Spanish)
Timeline
Senior Strategic Customer Success Manager
Wrike
04.2021 - Current
Customer Success Manager II
Khoros (formerly Spredfast)
05.2018 - 04.2021
Sales Trainer, SMB
Apple
09.2016 - 11.2016
Account Manager, SMB
Apple
05.2015 - 04.2018
Product Specialist
Apple
12.2012 - 05.2015
Bachelor of Arts - Technical Communication
The University of Texas At San Antonio