Summary
Overview
Work History
Education
Skills
Websites
Technicalfluency
Experiencehighlights
Hobbies and Interests
Languages
Timeline
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Jimena Castellanos

Pearland,TX

Summary

With a strong proficiency in LAER (Listen, Acknowledge, Explore, Respond) relationship skills, I consistently excel in gathering valuable data to drive positive outcomes for clients. As a strategic customer success manager, I boast an impressive 95% client retention rate. Throughout the entire customer lifecycle, the primary focus remains on achieving the goals of key stakeholders and leveraging that information to establish connections with additional products, services, and contract renewals.

Overview

11
11
years of professional experience

Work History

Customer Success Manager II

Payscale
12.2022 - Current
  • Successfully oversaw the entire customer journey for more than 80 enterprise accounts, with a churn rate consistently below 10%.
  • Implemented successful client engagement strategies, resulting in increased revenue through upselling and cross-selling.
  • In the SAAS space, conducted training sessions for clients on HR tech software, LMS software, and Edtech software.
  • Delivered exceptional customer success initiatives that boosted satisfaction levels and maintained a 94% renewal rate.
  • Proactively led quarterly business reviews to enhance client adoption and meet client objectives.
  • Implemented effective strategies to enhance client communication during ongoing product adoption.
  • Negotiated contracts and coordinated efforts between departments to ensure effective communication and seamless execution.
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.

Client Success Manager

Varsity Tutors
01.2020 - 11.2022
  • Enhanced client satisfaction by proactively addressing concerns and providing tailored solutions.
  • Analyzed client data reports to ascertain renewal risk while assessing account trends.
  • Developed individualized student success plans that outline key milestones and actionable steps towards achievement.
  • Served as the primary point of contact between clients and company personnel, facilitating effective communication channels.
  • Maintained a track record of meeting monthly and quarterly quotas.

Spanish & Math Teacher

Texarkana ISD
01.2017 - 01.2020
  • Kept classroom environments consistent and focused on learning by establishing and enforcing clear objectives.
  • Implemented data-driven instruction by analyzing student performance data to inform lesson planning and differentiation strategies.
  • Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
  • Managed and supervised grade level robotics competitions.

Customer Service Specialist

Trupanion
02.2016 - 12.2016
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Consistently met or exceeded monthly sales quota.
  • Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.

Account Executive

Payscale Inc.
02.2014 - 01.2016
  • Exceeded sales targets consistently by identifying new business opportunities and creating customized solutions for clients.
  • Created and delivered tailored sales presentations to influential executives.
  • Negotiated contracts successfully, securing favorable terms for both the company and clients.
  • Developed a solid pipeline of prospects through diligent research and targeted outreach efforts.
  • Cultivated and managed sales and forecasting pipeline, resulting in increased quarterly sales.
  • Developed a comprehensive onboarding strategy, ensuring smooth integration with the implementation team.


Education

B.A. - Spanish/Behavioral Sciences

M.S. - Instruct. Technology

Recast success - Customer Success Cert

Skills

  • Detail-Oriented
  • CRM Software
  • Negotiation
  • Pipeline Development
  • Onboarding and Orientation
  • Problem Resolution
  • Management
  • Customer Retention
  • Strategic Planning
  • Mitigating Risk
  • Time Management
  • Customer Relationship Building

Technicalfluency

  • CRM - Salesforce
  • Slack
  • Google Suites
  • Microsoft Suites
  • Salesforce
  • Gainsight
  • Gong

Experiencehighlights

  • Manage the entire customer lifecycle for 80+ enterprise accounts with less than 10% churn rate.
  • Created outreach campaigns to engage clients in upsell and cross-sell opportunities.
  • In the SAAS space, trained clients on the use of HR tech software, LMS software, and Edtech software.
  • Executing customer success plans has increased customer satisfaction and increased retention leading to a 94% renewal rate.
  • Proactively engaging clients in quarterly business reviews focusing on client adoption and on achieving client goals.
  • Built effective client communication around ongoing product adoption.
  • Manage contract renewals and work cross-functionally with internal teams on contract negotiations.

Hobbies and Interests

  • Gardening
  • Traveling

Languages

Spanish
Full Professional

Timeline

Customer Success Manager II

Payscale
12.2022 - Current

Client Success Manager

Varsity Tutors
01.2020 - 11.2022

Spanish & Math Teacher

Texarkana ISD
01.2017 - 01.2020

Customer Service Specialist

Trupanion
02.2016 - 12.2016

Account Executive

Payscale Inc.
02.2014 - 01.2016

B.A. - Spanish/Behavioral Sciences

M.S. - Instruct. Technology

Recast success - Customer Success Cert

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Jimena Castellanos