Summary
Overview
Work History
Education
Skills
Certification
Technology Skills
Key Areas Of Expertise
Timeline
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Jay Ortiz

LOS ANGELES,California

Summary

Customer Success executive with a proven track record in enhancing customer adoption, retention, and revenue growth within enterprise SaaS environments. Demonstrates expertise in building executive relationships and leading cross-functional teams to deliver outstanding business results. Skilled in leveraging data-driven insights and implementing Voice of Customer (VoC) initiatives that significantly boost Net Revenue Retention (NRR) and ensure high customer satisfaction. Focused on aligning customer success strategies with organizational objectives to foster sustainable growth and impactful partnerships.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Senior Principal Customer Success Manager

Salesforce
Los Angeles, USA
01.2021 - Current
  • Drive strategy, value, best practices, and adoption of Salesforce solutions with large State and local customers
  • Liaise with architects, Public Sector experts, partners, program managers, cross-cloud teams, and executive leaders to create strong client partnerships and ensure our customers are successful in their journey
  • Own responsibility for customer's success in their usage and adoption of the Salesforce product
  • Help customers derive maximum value from their investment in Salesforce, utilize all their licenses, and identify new opportunities for usage
  • Advise customers in establishing and managing their Change Management/Governance/Centre of Excellence programs
  • Identify risks to the customer achieving their stated business goals and help them develop a risk mitigation plan as needed

Senior Customer Success Manager

INFOR
New York, USA
05.2018 - 01.2021
  • Developed customer health frameworks to assess adoption trends, satisfaction levels, and renewal likelihood.
  • Championed initiatives empowering feedback to drive product design improvements.
  • Developed and implemented strategies to enhance customer engagement, resulting in a 15% increase in retention.
  • Led initiatives to map customer journeys, enhancing satisfaction.
  • Developed quality assurance processes for ensuring successful onboarding of new customers.
  • Provided guidance and support on best practices for managing customers through their lifecycle.
  • Analyzed customer data to identify trends and patterns in user behavior.

Director, Product Strategy & Alliances

fieldGO
Pasadena, USA
06.2017 - 05.2019
  • Facilitated collaboration between teams by encouraging open communication channels.
  • Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.
  • Led customer engagement and go-to-market strategy for enterprise mobile solutions, improving adoption and retention.
  • Developed a segmentation engine that optimized customer engagement and increased revenue.
  • Established strategic partnerships with system integrators, expanding market reach and customer success initiatives.
  • Implemented data-driven customer experience enhancements, increasing product satisfaction.

Director Solution Development

SIERRA-CEDAR
Los Angeles, USA
11.2014 - 03.2017
  • Directed customer success strategies for Public Sector SaaS implementations, ensuring optimized adoption and satisfaction.
  • Led a team of 24, generating over $15M in revenue while improving profit margins.
  • Spearheaded process automation initiatives, enhancing customer experience and reducing inefficiencies.
  • Built and implemented customer feedback loops to continuously improve service offerings.

Senior Product Director, Application Manager

INFOR
New York, USA
04.2005 - 11.2014
  • Led cross-functional teams in executing customer-driven innovation strategies, generating multimillion-dollar revenue growth.
  • Established customer experience strategies, reducing churn and increasing satisfaction.
  • Analyzed user data to uncover insights about how customers interact with products and make decisions about what features should be prioritized.
  • Maintained relationships with third-party vendors providing technology solutions necessary for launching new products or services.
  • Implemented quality assurance processes throughout the entire product life cycle.

Education

Bachelor of Arts - Business Management, Management Information Systems

Menlo College
Atherton, CA

Skills

  • Customer Success Management
  • Executive Stakeholder Engagement
  • Customer Retention & Expansion
  • Digital Transformation Strategy
  • Customer Health & Risk Mitigation
  • Revenue Retention Improvement
  • Voice of Customer (VoC) Programs
  • Change Management & Governance
  • Success Metrics & ROI Optimization
  • Cross-Functional Team Leadership
  • Data-Driven Decision Making
  • Customer Advocacy
  • Customer Journey Mapping
  • Customer Lifecycle Management
  • Customer Experience (CX) Strategy

Certification

  • Pragmatic Marketing Certification
  • 9x Salesforce Certified
  • Salesforce Trailhead Ranger
  • Certified Customer Experience Professional (CCXP) - CXPA
  • Certified Customer Success Manager (CCSM) - SuccessCOACHING

Technology Skills

  • Customer Relationship & Success Platforms: Salesforce, Gainsight, ChurnZero, HubSpot Service Hub
  • Data Analytics & Business Intelligence: Tableau, Power BI, Google Analytics
  • SaaS & Cloud Technologies: AWS, Azure, Google Cloud Platform (GCP)
  • Customer Experience & Feedback Management: Medallia, Qualtrics, SurveyMonkey
  • AI & Automation for Customer Success: Predictive Analytics, Chatbots, AI-driven insights (Intercom, Drift)
  • Customer Journey & Engagement Tools: Digital Experience Platforms, Sentiment Analysis Tools
  • Marketing Automation & Retention: Marketo, HubSpot, Pardot
  • Project Management & Collaboration: Jira, Asana, Monday.com, Slack

Key Areas Of Expertise

  • Customer Success
  • User and Customer Experience
  • Client Relationship Management
  • Mobile and Cloud Applications
  • Social Media Marketing
  • Channel Partner Management
  • Product Development Lifecycle
  • Human Capital Management
  • Business & Process Optimization
  • Business Models and Ecosystems

Timeline

Senior Principal Customer Success Manager

Salesforce
01.2021 - Current

Senior Customer Success Manager

INFOR
05.2018 - 01.2021

Director, Product Strategy & Alliances

fieldGO
06.2017 - 05.2019

Director Solution Development

SIERRA-CEDAR
11.2014 - 03.2017

Senior Product Director, Application Manager

INFOR
04.2005 - 11.2014

Bachelor of Arts - Business Management, Management Information Systems

Menlo College

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