Lorenzo DeLuna
Customer Success Manager
Pflugerville,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
23
23
years of professional experience
Work History
Sr. Customer Success Manager
JumpCloud Inc.
01.2022 - 01.2024
- Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
- Reduced churn rate by proactively identifying at-risk customers and addressing their needs.
- Developed data-driven action plans to improve customer outcomes and experiences.
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
- Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
- Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.
- Managed escalations effectively, resolving complex issues and preventing future occurrences.
- Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
- Implemented client feedback loops to inform product enhancements and better meet customer needs.
- Achieved revenue targets by managing renewals effectively and identifying upsell opportunities within existing accounts.
Sr. Customer Success Manager
Mobile Solutions dba brightfin
03.2020 - 01.2022
- Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
- Reduced churn rate by proactively identifying at-risk customers and addressing their needs.
- Developed data-driven action plans to improve customer outcomes and experiences.
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
- Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
- Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.
- Managed escalations effectively, resolving complex issues and preventing future occurrences.
- Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
- Implemented client feedback loops to inform product enhancements and better meet customer needs.
- Achieved revenue targets by managing renewals effectively and identifying upsell opportunities within existing accounts.
- Championed a proactive approach to customer success by identifying potential issues, addressing them early-on in the client lifecycle, and preventing churn.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
Regional Sales Account Manager and Retention
Mouseflow, Inc.
01.2019 - 02.2020
- Increased regional sales by developing and implementing strategic account plans.
- Strengthened client relationships through regular communication and exceptional customer service.
- Expanded territory reach by identifying and targeting new business opportunities.
- Collaborated with cross-functional teams for effective product launches and promotions.
- Negotiated contracts to secure advantageous terms and conditions for clients.
- Maintained a strong knowledge of industry trends, competitor offerings, and market demands to inform sales strategies.
- Delivered consistent revenue growth by exceeding sales targets on a quarterly basis.
- Provided ongoing support to clients, addressing concerns and resolving issues promptly.
Account Sales Manager
Oracle Corporation
11.2016 - 01.2019
- Increased account sales by developing and maintaining strong relationships with key clients.
- Exceeded sales targets consistently through careful planning and diligent follow-up with prospective customers.
- Identified new business opportunities by conducting market research and competitor analysis.
- Collaborated with marketing team to create effective promotional materials for targeted audiences, increasing brand awareness.
- Developed customized sales presentations tailored to individual client needs, generating increased interest in products and services.
- Negotiated favorable contract terms with vendors, resulting in cost savings for the company without compromising quality or delivery timelines.
- Managed a diverse portfolio of accounts across various industries, demonstrating adaptability and versatility in sales approach.
- Consistently maintained accurate records of all communications, deals, and client information using CRM software systems for easy retrieval when needed.
- Reduced churn rate by identifying at-risk clients early and proactively addressing any concerns or issues before they escalated.
Client Services Manager - Telecom Expense Management
Tangoe
09.2010 - 10.2016
- Enhanced client satisfaction by implementing effective communication strategies and addressing concerns promptly.
- Streamlined internal processes for improved efficiency in handling client requests and managing daily operations.
- Developed strong relationships with key clients, leading to increased retention rates and long-term partnerships.
- Collaborated with cross-functional teams to ensure timely delivery of projects, meeting or exceeding client expectations.
- Identified potential upselling opportunities and presented tailored service offerings to existing clients, resulting in revenue growth.
- Monitored performance metrics, using data analysis to identify areas of improvement in service delivery and customer experience.
- Managed a diverse portfolio of clients across various industries, demonstrating adaptability and expertise in catering to specific needs.
Retail Sales Consultant - Day/Night Manager
AT&T
03.2006 - 09.2010
- Boosted customer satisfaction by providing exceptional service and product knowledge.
- Maximized sales revenue through personalized recommendations and upselling techniques.
- Developed strong relationships with clients, leading to repeat business and increased referrals.
- Streamlined store processes for improved efficiency and smoother day-to-day operations.
- Collaborated with team members to achieve monthly sales targets consistently.
- Stayed up-to-date on industry trends to better educate customers on new products and offerings.
- Conducted regular product demonstrations, increasing interest in featured items.
- Resolved customer complaints promptly, maintaining a positive brand image.
Senior Retail Sales Representative; Day/Night Manager
T-Mobile
04.2004 - 03.2006
- Strengthened customer relationships through personalized service and in-depth product knowledge.
- Trained and mentored new team members, enhancing overall sales team productivity and performance.
- Increased average transaction value by upselling and cross-selling relevant products to customers.
- Resolved customer complaints professionally, ensuring their satisfaction and fostering brand loyalty.
- Collaborated with store management to develop targeted sales promotions that drove foot traffic and revenue growth.
- Conducted regular product demonstrations, generating interest and driving increased sales from both new and existing customers.
- Analyzed sales data to identify trends and adjust strategies for continued success in a competitive retail environment.
- Exceeded monthly sales targets consistently, contributing significantly to the store''s overall profitability.
Retail Sales Store Manager
Commstarr Communications
02.2001 - 04.2004
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Developed a successful employee retention plan, reducing staff turnover rates significantly.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Collaborated with other managers to develop company-wide initiatives aimed at improving overall performance across all locations.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Organized special events such as seasonal sales promotions to drive foot traffic into the store and increase sales opportunities.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
Education
Communications - Radio And Television Broadcasting
University of Kentucky – Elizabethtown
Elizabethtown, KYSkills
- Customer Satisfaction
- Software Implementation
- Upselling Strategies
- Relationship Management
- Salesforce Proficiency
- Customer Advocacy
- Effective communication
- Conflict resolution
- Account growth
- Contract negotiation
Accomplishments
- Retained 99% revenue every quarter, 2020, Present
- Added an average of 20% additional revenue across account base year over year, 2020, Present
- Achieved 229% to plan of FY18 quota, 2018
- Performance Evaluation of Exceeds Goals, 2014
- Performance Evaluation of Exceeds Goals, 2015
- Performance Evaluation of Exceeds Goals, 2011
- Performance Evaluation of Exceeds Goals, 2012
- Performance Evaluation of Exceeds Goals, 2013
- Performance Evaluation of Exceeds Goals, 2010
- Ranked in top 10 in South Texas market for performance out of 2200 plus sales staff every year, 2006
- Received a review of “4-Frequently Exceeds” for hitting 150% plus percent to plan, 2006
- Received a review of “4-Frequently Exceeds” for hitting 150% plus percent to plan, 2007
- Received a review of “4-Frequently Exceeds” for hitting 150% plus percent to plan, 2008
- Received a review of “4-Frequently Exceeds” for hitting 150% plus percent to plan, 2009
- Invited to Summit 3 years in a row for being in top 10% in sales in the nation
- Ranked as top performer in Central Texas Region, 2004
- Ranked as top performer in Central Texas Region, 2005
- Awarded for top 10% in sales for Austin region for both local and long-distance sales, 1999
- Awarded for top 10% in sales for Austin region for both local and long-distance sales, 2000
Timeline
Sr. Customer Success Manager
JumpCloud Inc.
01.2022 - 01.2024
Sr. Customer Success Manager
Mobile Solutions dba brightfin
03.2020 - 01.2022
Regional Sales Account Manager and Retention
Mouseflow, Inc.
01.2019 - 02.2020
Account Sales Manager
Oracle Corporation
11.2016 - 01.2019
Client Services Manager - Telecom Expense Management
Tangoe
09.2010 - 10.2016
Retail Sales Consultant - Day/Night Manager
AT&T
03.2006 - 09.2010
Senior Retail Sales Representative; Day/Night Manager
T-Mobile
04.2004 - 03.2006
Retail Sales Store Manager
Commstarr Communications
02.2001 - 04.2004
Communications - Radio And Television Broadcasting
University of Kentucky – Elizabethtown