Johanna Torres
Port Chester,NY
Summary
Dynamic Senior Customer Success Account Manager with over eight years of experience leading subject matter experts (SMEs) to drive customer satisfaction, optimize ROI, and exceed business goals. Expertise in Salesforce, SEM/SEO, Tableau, and advanced BI tools, consistently surpassing retention targets through strategic account management. A proven leader with a talent for mentoring teams to deliver exceptional service and cultivating long-term client relationships. Committed to fueling revenue growth and customer retention through innovative leadership and data-driven decision-making.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Manager, Customer Success
Indeed.com
Stamford, CT
06.2022 - 06.2024
- Utilizing robust people management acumen to lead a team of 10 individual contributors in executing SEM campaign optimization strategies. This initiative resulted in a noteworthy decrease in churn rates, delivery of exceptional customer service, cultivation of enduring customer relationships, and supervision of $40 million in ARR.
- Applied Tableau and other business intelligence (BI) reporting tools to enable our team to pinpoint upsell opportunities and monitor campaign performance. This effort resulted in a notable 15% increase in cross-sales and product adoption rates, and a remarkable 75% increase in monthly user engagement rates.
- Directed weekly team meetings to identify opportunities and process improvements, mitigate risks, and enhance operational efficiency and quality assurance. Top-performing team in the mid-market, exceeding customer retention targets by 105-115%.
- Launched a comprehensive Salesforce productivity dashboard to track and analyze performance metrics, including sales activity, customer engagement, and lead conversion rates. Leveraged data during regular one-on-one meetings to evaluate customer success management, providing guidance and support aligned with business objectives. Increased SLAs and team productivity by 25%.
- Earned recognition from senior leadership for the Salesforce productivity dashboard, improving business operations and resulting in high adoption rates among other mid-market CS managers to achieve team goals.
- Dedicated to career development planning, facilitated weekly 1:1s, and quarterly performance reviews to help advance team members' career growth through personalized coaching and feedback, resulting in 10 promotions to senior customer success positions.
- Participated in focus group discussions with the SVP of Customer Success on fostering an inclusive workplace for underrepresented minorities, inspiring resource groups, influencing employee engagement, and cultivating strong team dynamics.
Team Lead, Dedicated Client Success
Indeed.com
Stamford, CT
10.2020 - 07.2022
- Collaborated with sales directors weekly to implement effective business development strategies to drive operational efficiency and customer experience to new heights, maintaining 90-100% retention quarter-over-quarter.
- Conducted regular check-ins with clients, analyzed product usage data to identify opportunities for improvement and expansion, and managed a high client portfolio of 200+ accounts and $16 million in ARR.
- Developed engaging training materials to equip the learning and development (L&D) team with actionable data for new employee onboarding. Leveraged interpersonal skills training sessions to communicate new technologies, operational processes, and content strategies for six new teams and 75 new hires.
- Served as a liaison with the Business Communications Manager and formulated a centralized Kahoot training quiz project for 100% of the US CS teams, working collaboratively to increase product knowledge.
- Worked with Indeed's Chief of Staff to oversee and launch a promotional $5,000 monthly SEM campaign for Huston Tillotson University. Monitored campaigns closely and provided performance improvement strategies.
Dedicated Client Success Specialist
Indeed.com
Stamford, CT
01.2017 - 09.2020
- Leveraged a deep understanding of paid search strategy and product offerings to boost sales, increase retention, prevent churn, gather feedback, and enhance the overall client experience. Collaborated with sales team to manage 200+ accounts totaling $3 million per quarter.
- Successfully managed campaign adjustments, provided technical support, and optimized overall spending to maximize each client's ROI. Achieved perfect 5/5 CSAT ratings and 10/10 NPS scores quarterly.
- Enhanced book of business revenue and fostered sales partnerships and client engagement. Managed one of the largest enterprise accounts in-office, First Student Inc., securing $250,000 in monthly revenue.
- Led client onboarding sessions by presenting data on products and services, conducting webinars, and producing market analysis reports and presentations highlighting campaign performance. Utilized technical proficiency and strategic conversations to resolve complex client issues, determined to meet customer needs.
- Enthusiastically attended the Society of Human Resources Management (SHRM) 2019 talent conference as an Indeed exhibitor and confidently networked with multiple HR partners, demonstrating the significance of Indeed's products and services.
Senior Account Coordinator
Icon International, Inc.
Stamford, CT
06.2012 - 12.2016
- Oversaw the management of radio and television advertising campaigns for a fifteen-person media buying team. Managing multiple projects involves assigning specific campaign goals, optimizing the budget, and focusing on a particular audience within Strata.
- Worked with agencies such as OMD, PHD, Zimmerman, and Havas to review customer marketing strategies and overall campaign effectiveness while managing client budgets to maximize ROI.
- Utilizing SQAD, Nielsen, and other measurement tools to research, analyze, and forecast database market conditions to ascertain the feasibility of pursuing new business opportunities.
- Leveraged attention to detail to meticulously generate profit and loss reports for campaign budgeting, collaborating closely with the VP of Finance Planning and Analysis. Ensured 100% accuracy and contributed to developing a standardized P&L for account directors to utilize for seamless reporting and performance tracking.
Education
BBA - Marketing and Communications
Manhattan College
Bronx, NY05.2013
Skills
- Google Workspace
- Microsoft Suite
- Salesforce
- Tableau
- Zendesk
- Okta
- Jira
- Qualtrics
- Adyen
- Workday
- Asana
- Notion
- Gong
- Glean
- Slack
- SQAD
- Nielsen
- Solution-Focused Customer Advocate
- Coaching and Mentorship
- Operational Excellence
- Customer Retention
- Key Performance Indicators (KPIs)
- Verbal and written communication
- Complex Problem-Solving
- Project Management
- Cross-Functional Teamwork
- Cross-Functional Collaboration
- Team Building and Leadership
- Performance Evaluations
- Performance Management
- Customer Relationship Management (CRM)
- Goal Setting and Tracking
- Technical Support
- Account Management
- Quality Assurance (QA)
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Certification
- Dale Carnegie, Story-Telling with Data, Managing Stress, Self-Management
- UDEMY, Leadership: How to Influence, Inspire, and Impact as a Leader
- UDEMY: SQL Programming Basics: The Complete SQL Bootcamp: Go from Zero to Hero
Accomplishments
- Indeed Global Kick-Off 2022 (GKO): Outstanding Team Member
Timeline
Manager, Customer Success
Indeed.com
06.2022 - 06.2024
Team Lead, Dedicated Client Success
Indeed.com
10.2020 - 07.2022
Dedicated Client Success Specialist
Indeed.com
01.2017 - 09.2020
Senior Account Coordinator
Icon International, Inc.
06.2012 - 12.2016
BBA - Marketing and Communications
Manhattan College