LUIS AYALA
TRELLIX
Charlotte,NC
1
Certification
13
years of professional experience
Client Success Professional experienced in relationship management and team collaboration. Drove measurable results through strategic planning and effective use of CRM tools, enhancing client engagement and fostering long-term partnerships. Focused on delivering impactful solutions and ensuring high levels of client satisfaction.
Work History
Renewal/ Success Manager, Remote
2 Years 9 Months- Managed a territory-based commercial account portfolio. Dedicated to driving revenue delivery through timely contract renewals and expanding business with existing clients. Delivers customized security solutions to fulfill customer requirements, uphold superior satisfaction levels, and foster professional growth within the cybersecurity software industry. Aligned with internal sales, customer success, and technical support functions to ensure seamless execution of contract renewals.
- Primary Responsibilities:
- Territory & Lifecycle Management: Oversee the complete end-to-end renewal cycle across the assigned region to secure consistent revenue.
- Customer Engagement: Lead high-value customer interactions to foster strong relationships, achieve mutually beneficial outcomes, and optimize renewal metrics.
- Cross-Functional Collaboration: Partner with Sales, Customer Success, technical support, and channel partners to review deals and advance renewal opportunities.
- Quoted, structured, and finalized renewal transactions using systematic processes while maintaining attention to detail.
- Strategy & Forecasting: Actively engage in sales forecasting sessions and implement actionable plans to consistently meet and surpass revenue targets.
- Identified potential renewal risks early and coordinated with account stakeholders to resolve issues and implement mitigation strategies.
Senior Success Manager, Remote
1 Year- My primary role as a Senior Success Manager is to work with the regional sales offices to ensure that the regional sales business unit operates smoothly and efficiently for the core business product lines, and that partners receive exceptional service across the organization. A main part of my role is to coordinate complex projects, both short- and long-term, across a combination of internal departments, partners, and vendors and drive long-term efficiencies as the CyberQP core business grows.
- Developed and executed strategic business development plan in collaboration with key internal stakeholders
- Created communication plans for large partner accounts and their subsidiary stores to enhance business relationships and drive sales growth
- Coordinated and participated in periodic strategic account meetings
- Consolidate and lead quarterly business reviews with strategic partners
- Be on the forefront of partner communication responsible for escalations to executive management
- Drives new business opportunities in existing end user accounts
- Orchestrate different resources within the organisation to support Partners Activities and create/ maintain a long-term, scalable channel model
- Develop and maintain business plans with partners, establishing clear, mutual commitments around marketing, readiness/skills development, and sales and incorporating the rhythm of the relationship clearly
- Drove program execution across activities to fulfill commitments and goals in the business plan, including lead generation, training, and certification of resources
- Work with Partners to maintain healthy growth as indicated by velocity and coverage ratio versus the established business goals
VP Partner Success Manager
1 Year- My primary role as a VP Partner Success is to work with the regional Partner Success Managers to ensure that the regional success business unit operates smoothly and efficiently for the core business product lines, and that partners receive exceptional service across the organization. A main part of my role is to coordinate complex projects, both short- and long-term, across a combination of internal departments, partners, and vendors and drive long-term efficiencies as the Pia core business grows.
- Developed and executed strategic business development plan with key internal stakeholders, aligning goals for partner success
- Created communication plans for large partner accounts and subsidiary stores to strengthen business relationships and enhance sales growth
- Coordinated and participated in periodic strategic account meetings.
- Consolidate and lead quarterly business reviews with strategic partners
- Be on the forefront of partner communication responsible for escalations to executive management
- Drives new business opportunities in existing end user accounts
- Orchestrate different resources within the organisation to support Partners Activities and create/ maintain a long-term, scalable channel model
- Develop and maintain business plans with partners, establishing clear, mutual commitments around marketing, readiness/skills development, and sales and incorporating the rhythm of the relationship clearly
- Drove program execution across activities to fulfill commitments and goals in Business Plan, including lead generation, training, and certification of technical and marketing resources
- Work with Partners to maintain healthy growth as indicated by velocity and coverage ratio versus the established business goals
Senior Success Manager
4 Years- My primary role as a Senior Success Manager is to work with the regional sales offices to ensure that the regional sales business unit operates smoothly and efficiently for the core business product lines, and that partners receive exceptional service across the organization. A main part of my role is to coordinate complex projects, both short- and long-term, across a combination of internal departments, partners, and vendors and drive long-term efficiencies as the Datto core business grows.
- Ensure Success team goals and Datto goals are successfully brought to our regional offices. Working to ensure alignment with impacted teams.
- Be the Product Liaison for the regional offices, teaching them new processes and procedures.
- Resolved client and process issues unique to remote teams.
- Identified strategies to reduce customer churn by analyzing feedback and trends.
- Evaluated existing processes to identify areas for efficiency improvements.
- Gathered and shared positive feedback to enhance inclusion of remote offices.
- Contribute to develop cross functional process between our sell through business and our Sell to business (BFY and AT).
Partner Success Manager
2 Years- Collaborated with Channel Account reps to maintain a smooth operation of their book of business and partnered with departments to deliver excellent customer service. We’re responsible for the overall partner experience and work to prevent churn. Delivered internal and external customer service as a key component of this role and provided continuous updates.
- Primary Responsibilities:
- Collaborated across departments and with sales team to resolve partner issues, enhancing partner satisfaction.
- Working across departments and with our sales team to resolve partner issues
- Efficiently and timely responses to internal and external customers surrounding issues and expectations.
- Developed strategies to reduce partner churn by analyzing feedback and identifying pain points.
- Analyzed existing processes and implemented improvements to enhance operational efficiency.
- Contributing to analysis projects to increase MRR and improve the partner experience.
Technical Support Expert
2 Years- Datto is the leading provider of comprehensive data backup, recovery and business continuity solutions with over five million customers and 8,000 partners worldwide. With its Total Data Protection Platform business data is protected everywhere it resides, whether on premise, in virtualized environments, in the cloud, and software-as-a-service (SaaS) applications including Salesforce, Google Apps, and more.
- Primary Responsibilities:
- Responded promptly to incoming support inquiries via email and phone, ensuring timely resolutions.
- Achieved high customer satisfaction rates while adhering to partner service level agreements.
- Log all customer contact in the support ticketing system, maintaining complete and accurate information.
- Developed strong understanding of Datto customer requirements to effectively resolve issues.
- Work collaboratively with internal partners to manage customer interactions.
- Work to expand knowledge base of team by education and training.
Education
Bachelor of Arts - Theater Degree
Skills
Customer support excellence
Detail-oriented self-starter
Data Analytics
Team collaboration
Experience with technical products
Professional networking
Team Development
Cloud Solutions
Project Management
Partner Management
Churn prevention
Tableau Reporting
Experience with VMWare
SQL
Skilled in Linux
Cloud Computing and Virtualization
Public speaking
Salesforce proficiency
Salesforce expertise
Tableau analysis
Networking
Customer support
Relationship management
Client relations
Training
Customer engagement
Strategic development
Client retention
Certification
Technology Services Industry Association, American Management Association, Apple Product Professional Level, Management Training, LinkedIn Learning, Winning By Design
Timeline
Renewal/ Success Manager, Remote
TRELLIX
01.2024 - CurrentRead More
Senior Success Manager, Remote
CYBERQP
01.2023 - 01.2024Read More
VP Partner Success Manager
PIA
01.2022 - 01.2023Read More
Senior Success Manager
DATTO
01.2018 - 01.2022Read More
Partner Success Manager
DATTO
01.2016 - 01.2018Read More
Technical Support Expert
DATTO
01.2014 - 01.2016Read More
SOUTHERN CONNECTICUT STATE UNIVERSITY
Bachelor of Arts from Theater Degree
Read More