Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Jimmy Delgado

Customer Success Manager
Kent,WA

Summary

Empathetic and customer-centric CSM with 7+ years of experience driving customer retention, satisfaction, and growth. Known for establishing trusted advisor relationships and delivering tailored solutions based on technical expertise. An understanding and flexibility in working in a high-growth environment where priorities can shift quickly.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Customer Success Manager (Remote)

Lanphere Enterprises Inc
Beaverton, OR
01.2020 - 07.2023
  • Onboarded 50+ new clients and maintained 98% retention rate of $5M book of business.
  • Identified and addressed customer pain points through quarterly business reviews and regular touchpoints.
  • Advised customers on new features and capabilities, leading to 30% upsell rate.
  • Developed and executed customer success plans to drive adoption and utilization of the company's products and services.
  • Collaborated with cross-functional teams including sales, marketing, and product development to deliver exceptional customer experiences.

Account Manager/Sales

Lanphere Enterprises Inc
Beaverton, OR
06.2015 - 01.2020
  • Managed a portfolio of 100+ accounts, including big and small companies, and successfully upsold and renewed contracts to drive revenue growth.
  • Managed post-sales relationships for 75+ mid-market SaaS clients worth $3M in recurring revenue.
  • Acted as the primary point of contact, responded to customer inquiries and issues within 1 hour, achieving 95% customer satisfaction rate.
  • Collaborated with engineering team to swiftly resolve technical problems.

Client Service Manager

Convergys, Stream Global Services Call Center
Wilsonville, OR
02.2012 - 04.2015
  • Identified and responded to customer requests and concerns through email, Live chat, and phone for both English and Spanish speaking customers.
  • Managed a team of customer service representatives and support staff, providing outstanding customer service and support to clients.
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Conducted ongoing reporting to the management team, provided leadership and training to staff, and ensured operational processes were in place to facilitate product and service delivery.
  • Assisted clients with software systems questions and challenges, including forgotten passwords, operational problems, and training issues.

Education

High School Diploma -

Aloha High School
Beaverton, OR

Skills

  • Client Success & Retention: Grew customer retention rate to 98% and upsold 30% of book of business in most recent role
  • Trusted Advisor Relationships: Build rapport and act as a strategic partner to customers by deeply understanding their needs
  • Technical Aptitude: Quickly learn complex products and services to provide implementation guidance and best practices
  • Cross-Team Collaboration: Work closely with sales, marketing, product and engineering to align on customer priorities

Certification

  • Communication

Timeline

Customer Success Manager (Remote)

Lanphere Enterprises Inc
01.2020 - 07.2023

Account Manager/Sales

Lanphere Enterprises Inc
06.2015 - 01.2020

Client Service Manager

Convergys, Stream Global Services Call Center
02.2012 - 04.2015

High School Diploma -

Aloha High School

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Jimmy DelgadoCustomer Success Manager