John Kaliviotis
Winston-Salem,NC
Summary
Knowledgeable Senior Customer Success Manager with strong background in fostering client relationships and ensuring satisfaction. Leveraged extensive customer feedback to drive process improvements and enhance service delivery. Demonstrated expertise in customer retention strategies and conflict resolution.
Overview
8
8
years of professional experience
Work History
Senior Customer Success Manager-P&G Program
Syndigo
01.2024 - Current
- Dedicated Customer Success Manager for Procter & Gamble US, CA, & LATAM group
- Partner closely with brand and retail teams to identify and troubleshoot complex issues in analytics reporting, ensuring accurate data insights and consistent performance across the platform
- Lead discovery and training sessions for newer and seasoned P&G team members, introducing reporting previously unused by retail & brand teams
- Hold quarterly planning sessions and review achievements with P&G stakeholders
- Collaborated with P&G to identify unmet needs and successfully implemented solutions through enhancements
- Collaborate with internal product and engineering teams to identify issues and opportunities
Customer Success Manager
Syndigo
02.2021 - 01.2024
- Established and maintained client relationships ensuring long term success for 17 Syndigo client accounts; achieved a 93% renewal rate
- Led regular cadence meetings to cover training, troubleshooting, and provide technical expertise on E-commerce Analytics functionality
- Assisted clients to understand the value and metrics of analytics reporting which in turn helps drive critical business decisions regarding their E-commerce presence from item listings content health to page rankings
- Onboarded and trained clients on add-on features, enhancing their overall experience, and created cross-sell opportunities
- Conducted quarterly business reviews with C-level contacts showcasing growth, success and ROI of client partnership
Implementation Specialist-Team Lead
Syndigo
07.2018 - 02.2021
- Implemented custom content syndication templates and processes, guiding clients through full implementation of contracted services within structured timelines
- Led managed services team to implement mapping services, custom template buildouts, and data collection, ensuring smooth project execution
- Tailored each custom template project for new item set up and item updates, identified process improvements and enhanced client efficiencies during the implementation period
- Acted as direct liaison between clients and Syndigo engineering team assisting in creating API feeds from client systems to Syndigo
Enterprise Support Specialist
Edgenet
05.2017 - 07.2018
- Assisted clients with leveraging Edgenet's tools and providing marketing and logistical data to top level retailer accounts
- Led data collection process of clients' product content into Edgenet's database, ensuring accuracy and completeness
- Created internal and external technical documentation for best practices on specific functionalities
- Utilized software tools to enrich product information according to retailers' standards
Education
Bachelor of Arts - Economics & Business
Hampden-Sydney College
Hampden-Sydney, VA05.2016
Websites
Timeline
Senior Customer Success Manager-P&G Program
Syndigo
01.2024 - Current
Customer Success Manager
Syndigo
02.2021 - 01.2024
Implementation Specialist-Team Lead
Syndigo
07.2018 - 02.2021
Enterprise Support Specialist
Edgenet
05.2017 - 07.2018
Bachelor of Arts - Economics & Business
Hampden-Sydney College
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