Joel Abrenica
Vancouver,United States
Summary
Dedicated and results-driven Customer Success Manager with 8 years of experience in managing SMB and Enterprise accounts, driving revenue growth, and maintaining exceptional client retention rates. Proven expertise in conducting QBRs, identifying expansion opportunities, and leading client advocacy initiatives. Skilled in relationship building, strategic planning, leveraging CRM systems, and promoting SaaS products. Seeking a new opportunity as a Customer Success Manager to apply these skills and further contribute to organizational success.
Overview
9
9
years of professional experience
Work History
Customer Experience Project Manager
Hanna Andersson
Portland, United States
09.2024 - Current
- Company Overview: Hanna Andersson is a Portland, Oregon-based corporation that specializes in children's apparel
- The company operates online and mail-order in the United States and ships to almost 200 countries around the world
- Work with outside vendors to implement, consult, and train Personal Shoppers and Sales team on Salesforce and Deck Commerce
- Maintained project timelines, tracked performance, and reported progress to stakeholders
- Consulted on critical decisions on WFM and Telephony solutions
- Hanna Andersson is a Portland, Oregon-based corporation that specializes in children's apparel
- The company operates online and mail-order in the United States and ships to almost 200 countries around the world
Interim Customer Experience Manager
Hanna Andersson
Portland, United States
06.2024 - 09.2024
- Manage Customer Care Center consisting of 30 support agents
- Consulted, tested, and trained support agents on new software including Salesforce Service Cloud and Deck Commerce
- Created interview guides and conducted interviews for holiday staffing of 40 seasonal employees and team lead positions
Customer Success Manager
ECP
Milwaukee, United States
05.2023 - 05.2024
- Company Overview: ECP helps assisted living, senior living and long-term care communities thrive by improving clinical outcomes, business performance, and compliance
- Managed 150+ SMB and 10+ Enterprise accounts generating 1.2M in annual recurring revenue (ARR)
- Achieved a customer churn rate of less than 1.5% from Q2 to Q4 2023 for named BOB, demonstrating strong customer retention
- Created comprehensive coaching materials for the CSM team, leading to a 20% reduction in customer churn
- Restructured NPS program, leading to a 15% boost in customer engagement and identification of new business opportunities
- Presented monthly public webinars to an audience of 200+ attendees, spotlighting ECP's functions and new features
- Achieved exceptional performance in QBRs, contract renewals, and expansion identification, directly leading to a 15% surge in upsells and cross-sells
- ECP helps assisted living, senior living and long-term care communities thrive by improving clinical outcomes, business performance, and compliance
Customer Success Manager III
Dutchie
Bend, United States
10.2021 - 10.2022
- Company Overview: Dutchie is an all-in-one technology platform powering the cannabis industry with Point of Sale, Ecommerce, Payments, and more
- Managed and grew 40 SMB and 10 Enterprise E-comm accounts, generating $200K in annual recurring revenue (ARR) within the Canadian market
- Achieved a 35% increase in named accounts from Q4 2021 to Q2 2022
- Leveraged strategies that led to a 15% year-over-year (YOY) increase in average customer revenue
- Analyzed market trends, providing actionable customer sales insights resulting in enhanced strategic decision-making
- Played a pivotal role in onboarding new CSMs and facilitating cross-functional training for the Dutchie E-comm team on the Greenbits Platform
- Dutchie is an all-in-one technology platform powering the cannabis industry with Point of Sale, Ecommerce, Payments, and more
Strategic Customer Success Manager
Greenbits
Portland, United States
06.2020 - 10.2021
- Company Overview: Greenbits is a cutting-edge software solution that empowers cannabis dispensaries to streamline their operations, maintain regulatory compliance, and maximize profitability
- Oversaw 70+ SMB accounts, generating 2M ARR and maintaining a team churn rate of less than 1% in Q1-Q3 2021
- Contributed significantly to over 50% reduction in monthly churn, directly contributing to Dutchie's acquisition of Greenbits
- Led monthly compliance meetings with customer base and local regulatory agencies to ensure adherence to regulations
- Developed SOPs for NPS score capture and integration into customer health metrics
- Collaborated with Billing and Accounting to systematize non-active account outreach, reducing non-active AR
- Greenbits is a cutting-edge software solution that empowers cannabis dispensaries to streamline their operations, maintain regulatory compliance, and maximize profitability
Customer Success Manager
Hubb
Vancouver, United States
08.2016 - 03.2020
- Company Overview: Hubb is a cloud-based software platform that simplifies the process for collecting, managing, and marketing event content
- Delivered outstanding management for 30-50 SMB accounts annually, achieving a remarkable 90% retention rate, contributing to business growth
- Successfully onboarded and trained clients post-sales, resulting in accelerated implementation and increased client satisfaction
- Managed customer renewals post-event, resulting in a 10% increase in repeat business and improved customer satisfaction
- Strategically identified and mitigated churn risks, leading to a 20% decrease in client attrition and improved overall client health
- Hubb is a cloud-based software platform that simplifies the process for collecting, managing, and marketing event content
Software Support Analyst
CollegeNet
Portland, United States
09.2015 - 05.2016
- Company Overview: CollegeNET, Inc
- Is a Portland, Oregon-based, privately held company providing Intelligent Connections web-based on-demand technologies to colleges, universities, and non-profits
- Provided troubleshooting support for SaaS environments, resulting in a 20% reduction in client downtime
- Collaborated with development and QA teams to accurately recreate and resolve customer issues, leading to a 7% improvement in bug resolution time
- CollegeNET, Inc
- Is a Portland, Oregon-based, privately held company providing Intelligent Connections web-based on-demand technologies to colleges, universities, and non-profits
Education
Bachelor of Science - Mass Communication
Middle Tennessee State University
Murfreesboro, TNSkills
- Cross-departmental Collaboration
- Client Advocacy
- Client Performance Analysis
- Revenue Growth Strategies
- Client Onboarding and Training
- CRM Systems Optimization
- Confluence & Jira
- Enterprise Account Management
- Revenue Growth
- SMB Account Management
- Strategic Planning
- Client Relationship Management
- Customer Success Management
- Hubspot Proficiency
- Salesforce Proficiency
- Account Retention Techniques
Timeline
Customer Experience Project Manager
Hanna Andersson
09.2024 - Current
Interim Customer Experience Manager
Hanna Andersson
06.2024 - 09.2024
Customer Success Manager
ECP
05.2023 - 05.2024
Customer Success Manager III
Dutchie
10.2021 - 10.2022
Strategic Customer Success Manager
Greenbits
06.2020 - 10.2021
Customer Success Manager
Hubb
08.2016 - 03.2020
Software Support Analyst
CollegeNet
09.2015 - 05.2016
Bachelor of Science - Mass Communication
Middle Tennessee State University
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