Isabella Arruda
Las Vegas,NV
Summary
Successful Customer Success Manager with years of managing over $1m in customer ARR and maintaining a high retention rate. Talented analytic problem solver with leading and motivating abilities to make a great impact, as well as excellent customer relations aptitude and relationship-building and rapport. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring, support and ensuring success for future books of business. Open to exploring Product roles, as well.
Overview
13
13
years of professional experience
Work History
Senior Customer Success Manager
Tropic Technologies
06.2022 - 11.2023
- Managed a book of business consisting of SaaS SMB and Enterprise customers, equating to $1.5m in annual revenue
- Annual retention rate of 97% and upsold $250k of add-on features over the last 6 months increased total ARR
- Acted as a strategic consultant and advised customers on how to build out a strong procurement process to meet the needs of their business operations
- Implemented and built out strategic workflow processes to ensure Finance, Security, and Legal compliance across customer's organizations
- Supported international customers (UK & France)
- Held biweekly meetings with key points of contacts (Director level and above); led regular EBRs and QBRs to support customer's goals and ensure progression for KPIs
- Supported a wide range of internal departments such as Account Management, Operations, Commercial, Product and Sales
- Assisted in the build out for feature roll outs by providing daily feedback to the Product team and sharing thoughtful approaches to how the product could be improved
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Improved internal processes by bridging knowledge gaps within the organization and aided in stream lining efficiency through Guru and Workramp trainings
- Acted as an onboarding training partner for new colleagues joining the company
- Proficient in Salesforce, Zendesk, Scratchpad, NetSuite, and competitive products such as Zip and Ironclad
Customer Success Manager
SmartAction
12.2019 - 06.2022
- Managing 17 clients with annual contract values up ranging from $300k-$1m with a retention rate of 92%
- Meeting quarterly KPIs such as upsells, retention targets, and conducting quarterly/monthly business reviews focusing on ROI and application performance
- Primary point of contact throughout the lifecycle of the client’s application, from on-boarding and design/development phase, through go-live and hyper care; meeting with clients on a weekly, biweekly, and monthly basis
- Engaging with various stakeholders of the project such as CEOs, CTOs, VPs and Directors of Technology or Engineering
- Responsible for application presentations to ensure the solution functions alongside client’s business operations and goals
- Cross functional communication with various departments such as Engineering, Product, QA and Sales
- Assisting the internal Support team with on call shifts and monitoring of all SmartAction applications, in addition to troubleshooting and problem-solving real-time bugs and API errors
- Utilizing various tools such as Excel, Yellowfin and SQL to capture data and analytics to provide valuable tuning enhancements
Executive Assistant
NPA Masonry
01.2018 - 12.2019
- Supported the CEO, CFO and COO by providing extensive calendar management, meeting minutes, coordinating and arranging travel, and ensuring day to day office operations were intact
- Ensured that communication between the team was coherent and acted as the “go to person” for to resolve issues for the executives
- Created sales pitches for new clientele and maintained account management for each client
- Improved efficiency by creating organizational systems for invoices, receipts, and Dropbox organization
- Daily workflow improved by 50% demonstrating that tasks became quicker to complete
- Worked with the CFO and potential candidates for salary negotiations
- Utilized salary ranges in the area to determine appropriate compensation
- Onboarded new employees, this consisted of conducting background checks, completing I9’s, applying for visas if needed and new hire orientation
Executive Assistant
Nevelex Corporation
01.2017 - 01.2018
- Provided executive level support to the President, Chief Operating Officer, Vice President of Engineering and Vice President of Sales and Marketing
- Responsibilities included maintaining each executive’s calendar, coordinating meetings and out of state conferences, holiday planning, and answering phones
- Responsible for arranging domestic and international travel for the executives
- Conducted new hire orientations for contract and W2 employees
- This consisted of processing background checks, as well as completing and submitting I-9 documentation
- Assisted the accounting department to ensure vendors were billed appropriately and in a timely manner; responsible for following up with late payments, and reconciled business expenses
- Created and reviewed purchase order documents for potential vendors; responsible for ensuring clients signed and understood terms and agreements
- Extensive experience with SAP Field Glass, a project management tool that enables software developers, engineers, and quality assurance analysts and testers the ability to use client’s infrastructure
- Acted as interim project manager, such duties included assigning employees to specific projects and assuring allocations were met and conducted appropriately each week
Office Manager
Walden Behavioral Care
01.2015 - 01.2017
Customer Care Specialist
Go Buses
01.2013 - 01.2015
Front Desk Specialist
Elements Massage
01.2013 - 01.2015
Member Services Specialist
BJ’s Wholesale Club
01.2011 - 01.2015
Education
Bachelor of Arts - Psychology
University of Massachusetts, Boston
Boston, MA06.2016
Skills
- KPI Monitoring
- Customer Retention
- Account Management
- Training Seminars
- Vendor Contracts
- CRM Software
- Process Improvement Initiatives
Timeline
Senior Customer Success Manager
Tropic Technologies
06.2022 - 11.2023
Customer Success Manager
SmartAction
12.2019 - 06.2022
Executive Assistant
NPA Masonry
01.2018 - 12.2019
Executive Assistant
Nevelex Corporation
01.2017 - 01.2018
Office Manager
Walden Behavioral Care
01.2015 - 01.2017
Customer Care Specialist
Go Buses
01.2013 - 01.2015
Front Desk Specialist
Elements Massage
01.2013 - 01.2015
Member Services Specialist
BJ’s Wholesale Club
01.2011 - 01.2015
Bachelor of Arts - Psychology
University of Massachusetts, Boston
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