Gabriel Henriques
Boulder,CO
Summary
Seasoned Client Success Team Manager with a proven track record, achieving a 98% retention rate through strategic customer account management and exceptional relationship-building skills. Expert in leveraging Customer Success Tech Applications to drive operational excellence and customer satisfaction. Demonstrates strong leadership in mentoring teams for peak performance.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Client Success Team Manager
Propelus
01.2021 - 05.2024
- Collaborated with the Director of Customer Success and other departments to implement a cohesive strategy
- Mentored and coached team members to ensure project success while measuring individual performance
- Identified and addressed impediments to team progress and success, resulting in a smoother flow of work and improved team morale
Client Success Manager
Propelus
02.2018 - 01.2021
- Delivered an exceptional customer experience and 98% retention rate using regular touch points and account reviews to provide strategic guidance and ongoing user training
- Collaborated with product and engineering teams to identify improvements based on customer feedback
- Directed contract renewals to retain customers, and led discussions about, price increases, cross-sales, and up-sells to increase revenue per customer
Operations/Conversions Specialist
TSYS
07.2015 - 01.2018
- Guided an organizational transition between legacy and modern payment integration products used by medical billing software companies
- Leveraged partnerships with the customers, sales team, and relationship managers to facilitate smooth transitions from the old product to the new product and retain customers
Education
Bachelor of Arts -
Lawrence University
Appleton, WI06.2013
Skills
- Customer Account Management
- Customer Relations
- Customer Retention
- Customer Success Planning
- Customer Success Tech Applications
Certification
Certified Customer Success Manager (CCSM) Level 1 - SuccessHacker
Additional Information
- Private hitting and defensive instructor for youth baseball and softball players
- Co-Founder - Modworks Coworking, Denver, CO
Timeline
Client Success Team Manager
Propelus
01.2021 - 05.2024
Client Success Manager
Propelus
02.2018 - 01.2021
Operations/Conversions Specialist
TSYS
07.2015 - 01.2018
Bachelor of Arts -
Lawrence University
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