Karina Maldonado
New York,NY
Summary
Proven track record of success in customer success and business development. Consistently increased revenue through hands-on customer relationships and pioneering best practices. Utilized exemplary interpersonal skills to develop strong client relationships. Demonstrated excellence in working with wide range of accounts, while fostering strong relationships, driving revenue growth and maximizing customer satisfaction and retention. Proficient in working with senior-level decision makers. Worked closely with B2B accounts to drive new and repeat business. Presented technical information in easy-to-understand manner and effortlessly pitched value proposition and brand stories. Adept at spotting opportunities and translating them into long-term, win-win arrangements. Team player who is able to relate to people at any level.
Overview
7
7
years of professional experience
Work History
Senior Customer Success Manager
Monday.com
02.2023 - Current
- Managed a portfolio of $2.1 million ARR across scale enterprise clients, achieving a 92% renewal rate and driving 115% YOY upsell and cross-sell growth within the Monday.com Work OS platform.
- Led adoption strategies, and driving successful implementation of Monday.com solutions tailored to diverse workflows and industries.
- Built trusted advisor relationships with C-suite stakeholders, conducting strategic business reviews and aligning Monday.com capabilities with customer success goals to deliver measurable outcomes.
- Analyzed customer health metrics and usage data, proactively addressing pain points,and driving adoption of key features like automation and integrations.
- Developed scalable playbooks and frameworks for Monday.com account teams, while optimizing workflows and leveraging tools like Salesforce and Pocus to enhance operational efficiency.
Customer Success Manager
Monday.com
11.2021 - Current
- Manage a book of business of 238 Enterprise accounts across verticals exceeding 7 million in ARR
- Engage 1:1 with customers at critical points in the customer journey to ensure adoption
- Develop a deep understanding of monday.com to help create customer success best practices to be delivered through a variety of 1:Many forums or by 1:1 optimization sessions
- Find new opportunities to implement 1:many programs and tactics that can effectively enable customer value and outcomes in a repeatable and scalable format
- Partner cross-functionally to turn customer successes into measurable retention and expansion opportunities
Senior Engagement Manager - Strategic Accounts
Statista
01.2021 - 11.2021
- Grow and retain a $2 million dollar book of business by building strong relationships
- Consulted with teams on established best practices and process improvements.
- Conduct business reviews with partners to deepen relationships, review performance and develop forward looking strategies
- Empower clients to connect their goals and challenges with our market research solution
- Successfully manage 137 strategic accounts with a book of business exceeding $2 million
- Strategically expanded book of business
- Delivered 189 renewals (2020)
- Consistently expanded strategic accounts to global enterprise level solutions
- Outperform company quotas and individual goals
- Retaining a 123% renewal plus upgrade rate.
Engagement Manager- MEDIA & AGENCIES
Statista
01.2019 - 12.2020
- Effectively manage portfolio of media and agency accounts handling clients such as Netflix, WarnerMedia, Viacom and many others
- Manage relationships with clients from start of subscription to renewals and help clients implement platform-based strategies
- Inform client executives about product updates and innovations
- Establish strong relationships and catalyze aggressive revenue growth
- Provide post-sales support, troubleshoot and investigate issues
- Liaise with cross-functional teams
- Create reports and documents; maintain client files in CRM
- Support sales in identifying and retaining client relationships
- Provide assistance to companies with market research and consumer insights
- Train clients on effectively utilizing the platform.
DIGITAL MARKETING COORDINATOR
NYONair/FlyNYON/FOXTROT
09.2017 - 01.2018
- Worked closely with clients and utilized social media and Search Engine Marketing (SEM), SEO, and email marketing campaigns to drive unprecedented business growth
- Oversaw email marketing campaigns targeting over 50,000 recipients
- Generated over $50,000 daily (over $18 million annually) through highly targeted digital marketing campaigns
- Successfully tripled ROI on ad spend and orchestrated crisis management communications
- Handled PR management for the company
- Fostered company's online presence through Google Ads and utilized Google Analytics to evaluate site performance
- Developed strong relationships with third party retailers to propel sales growth.
Education
Bachelor of Arts Degree - Communications
St. Thomas Aquinas College
01.2016
Skills
- Client Relations
- Strategic Planning
- Revenue Growth
- Customer Retention
- Report Analysis
References
Excellent References Available On Request
Timeline
Senior Customer Success Manager
Monday.com
02.2023 - Current
Customer Success Manager
Monday.com
11.2021 - Current
Senior Engagement Manager - Strategic Accounts
Statista
01.2021 - 11.2021
Engagement Manager- MEDIA & AGENCIES
Statista
01.2019 - 12.2020
DIGITAL MARKETING COORDINATOR
NYONair/FlyNYON/FOXTROT
09.2017 - 01.2018
Bachelor of Arts Degree - Communications
St. Thomas Aquinas College
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