Itziar McIntyre
Miami,FL
Summary
Dynamic SaaS Implementation Consultant / Customer Success Manager with experience in Project/Portfolio Management in industries including Aviation, Hospitality, Insurance and Banking . Proven track record in optimizing project performance and enhancing customer journeys. Skilled in data analysis and relationship management, driving significant improvements in customer success and product adoption. Adept at collaborating with cross-functional teams to achieve strategic goals. Expertise in Power BI and CRM systems.
Overview
14
14
years of professional experience
Work History
Implementation Consultant /Customer Success Manager
Inspyre Solutions Inc
Miami, FL
03.2024 - Current
- Manage deployment and maintenance of OnePlan software
- Overlook team configurations and adoption in OnePlan ensuring to PMO standards
- Facilitate integration of ADO, Power BI, and JIRA
- Support various in-house applications and release management via Azure Dev Ops
- Analyzed data related to projects in order to identify areas for improvement or optimization opportunities
Customer Success Manager / Business Analyst
REECO
Miami, FL
01.2023 - 12.2023
- Excelled in a high-paced start-up environment delivering value in sales, onboarding, and customer success with limited resources
- Compiled customer feedback for cross-functional departments to improve the product and service
- Designed customer journeys and developed and maintained documentation of business processes, systems, and data flows
- Worked with stakeholders to gather and confirm business and process requirements, and worked with technical team to assure development.
- Developed and established new relationships to drive company growth and increase customer's usage of the platform.
- Drove customer escalations to resolution by engaging directly with all levels of the clients business.
Customer Success Manager
Avinode Inc
Miami, FL
01.2022 - 06.2022
- Responsible for managing customer health, relationship, risk, and further adoption of Software products with ARR of $2M
- Proactively identified customer churn risk and created recovery plans
- Worked with clients, account , product and and product teams to identify/document SAAS product features and requirements, to be incorporated into product development roadmap.
- Collaborated with development team in the review, QA, delivery and documentation of new business applications and features.
- Implemented solutions towards customers pain points using KPI’s to measure performance over time
- Key role in developing articles, videos and content on larger product enhancements
- Collaborated closely with Account Managers to support renewals and expansion opportunities
- Conducted data analysis to identify trends, patterns, and insights to inform business decisions
Customer Onboarding Specialist
Avinode Inc.
Miami, FL
10.2019 - 01.2022
- Collaborated with cross-functional teams to gather requirements, develop solutions, and implement changes to existing and new applications.
- Created tech-touch onboarding experience for members based on their membership tier including metrics for success using Intercom, CRM and Camtasia.
- Fully onboarded members to Avinode's SaaS products with custom on site/ virtual trainings, using key metrics for adoption and driving value to their memberships.
- Key role in developing our self-service support experience using intercom with focus on creating content, custom chat bots strategies, and more.
- Hosted and created pre recorded and live webinars for clients
- Attended industry conferences and visited clients domestically and internationally to build strategic relationships, learn their pain points, discover opportunities and guide them through implementation
- Created training program and documentation to onboard new employees at Avinode
Product Specialist
Avinode
Miami, FL
01.2018 - 10.2019
- Managed tier 1 and tier 2 support via various mediums of communications and took charge during system down issues using intercom to facilitate reaching more members
- Gathered feedback and suggestions from customer end users to document requirements and enhancements to system.
- Collaborated with development and technical team in defining product features to be developed.
- Used extensive product knowledge to help assist sales in closing new accounts by traveling to clients or via any medium of communication
- Helped clients understand value proposition of platform when new tiered membership pricing rolled out to ensure they stayed with platform
Account Manager
Best Doctors Insurance
Miami, FL
06.2015 - 12.2017
- In charge of new Agent Portal implementation to resolve errors and provide onboarding and training
- Designed and implemented onboarding system for international launch of new system, including launch and used mail merge to communicate with step by step instructions on registering to new agent portal.
- Worked closely with Agents to identify service improvement opportunities and communicate resolutions
- Coordinated logistics and material for sales seminars including catering, presentations, marketing material and travel/hotel accommodations.
- Supported Sales by providing sales and book of business reports to master agencies helping agency to have outlook of their portfolio of business vs their actual sales to achieve their yearly goals
Business Development / Project Manager
Lucid Technologies & Solutions
04.2013 - 05.2015
- Defined and clearly articulated project scope, goals, design, documentation and milestones for multiple consumer Mobile Applications and Websites.
- Responsible for designing wire frames, and working with the design and development team.
- Responsible for recruiting college interns and allocating work that will benefit them in their career.
- Managed Marketing and Social Media for Tech Startup, including Facebook fan page, ad campaigns, Twitter, and Buffer and mass email campaigns.
Operations Specialist
Bounty Fresh Food
Miami, FL
08.2012 - 03.2013
- Generated Packing Lists, Goods Receipts, Credits and AR Invoices via SAP
- Tracked that Bill of Ladings and Couriers were in accordance with clients invoices
- Documented existing Wrote training Manuals for department to have standardized reference for training
Marketing Intern
Santander Bank Us
Miami, FL
05.2011 - 08.2011
- Prepared and administered budgeting and documents for various bank departments by using Excel models, Front page, and Adobe photoshop
- Worked with AMEX for Centurion accounts and bankers incentives
- Researched and executed Welcome Kit for Private Banking clients
Education
BBA - Finance
University of Miami
Miami, FL05.2012
Skills
- Microsoft Office Products (Word, Excel, PowerPoint, Visio)
- CRM: Microsoft Dynamics, Salesforce, Hubspot, Zendesk
- Power BI
- ERP: SAP, Quickbooks
- Wordpress
- Intercom
- Monday
- Miro
Languages
English
Spanish
Timeline
Implementation Consultant /Customer Success Manager
Inspyre Solutions Inc
03.2024 - Current
Customer Success Manager / Business Analyst
REECO
01.2023 - 12.2023
Customer Success Manager
Avinode Inc
01.2022 - 06.2022
Customer Onboarding Specialist
Avinode Inc.
10.2019 - 01.2022
Product Specialist
Avinode
01.2018 - 10.2019
Account Manager
Best Doctors Insurance
06.2015 - 12.2017
Business Development / Project Manager
Lucid Technologies & Solutions
04.2013 - 05.2015
Operations Specialist
Bounty Fresh Food
08.2012 - 03.2013
Marketing Intern
Santander Bank Us
05.2011 - 08.2011
BBA - Finance
University of Miami
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