Luke Alvarez

As the visionary behind the 'Chicken Tinder' app, I identified a gap in the market and seized the opportunity to address relationship-related challenges through innovative software solutions. Monitoring industry trends closely, I recognized the need for a platform that simplifies the process of choosing restaurants for couples.

Leading a diverse team, I spearheaded the development of the app, focusing on its design, functionality, and user experience. I conceptualized and implemented a sophisticated matching algorithm that considers user preferences and location, providing personalized restaurant suggestions. Additionally, I contributed to the UI and API development, leveraging technologies like React Native and Node.js.

Incorporating third-party services such as Google Maps and Yelp, I ensured users received relevant and up-to-date information about nearby restaurants. Collaborating closely with the product team, I gathered feedback and iterated on the application to enhance its usability and effectiveness.

Currently, the 'Chicken Tinder' app is in beta, poised to revolutionize the way couples plan their date nights. With its user-centric approach and cutting-edge technology, the app promises to redefine the dining experience for millions.

• Successfully managed customer relationships and ensured their success throughout the customer journey, contributing to a remarkable growth in annual recurring revenue (ARR)
• Led monthly customer-facing webinars in collaboration with Marketing and Solutions teams, addressing diverse product knowledge levels and consistently achieving a 100% customer satisfaction (CSAT) rating as the face of customer success
  Strategically expanded into new markets by translating our documentation into Spanish, thereby streamlining and enhancing the customer journey from lead generation to customer success handoff
  Facilitated routine meetings with clients, C-Suite executives, and cross-functional teams, including Product and Design, to assess project status, resolve issues, and promote seamless collaboration across the board
  Doubled my impact by serving on the culture committee, where I championed onboarding, cultural, and morale-boosting initiatives while simultaneously spearheading a proactive customer success program to guarantee ongoing client satisfaction
  Spearheaded the AI chat tool launch, collaborated with the development and product teams, and project-managed feedback from our larger SMB and mid-market clients
  Exceeded retention goals through a focused approach to conversion, building robust customer relationships across multiple organizational levels
  Collaborated with marketing to create case studies showcasing my clients' world-class key performance metrics and their achievements using our product.
  Spearheaded automation initiatives to optimize workflows and increase overall productivity.
  Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements.
  Created and maintained comprehensive customer success dashboard utilizing our data in Snowflake and Sigma and our CRM Hubspot so that we could easier access needed account information

• As the CEO of a successful consulting group, I leverage my industry expertise and professional network to facilitate high-value deals and provide tailored consulting services for clients
• By working closely with industry professionals and stakeholders, I ensure the seamless execution of projects from conception to realization, ultimately driving the growth and success of the business
• Developed and implemented strategic business plans and initiatives to drive the growth and success of the consulting group
• Oversaw high-value deals and effectively collaborated with industry professionals to ensure seamless execution and client satisfaction
• Fostered long-lasting relationships with clients, contractors, and industry professionals, leveraging their expertise to optimize project outcomes
• Managed all aspects of the project lifecycle, from ideation and planning to execution and evaluation, ensuring the timely delivery of high-quality results
• Identified new business opportunities and potential clients, utilizing effective marketing strategies and networking techniques to expand the company's reach and influence in the industry
• Regularly assesses the company's performance and financial health, implementing any necessary changes or improvements to ensure continued growth and profitability
• Created and maintained a positive company culture, emphasizing teamwork, open communication, and professional development for all team members
• Stayed up-to-date with the latest industry trends, best practices, and emerging technologies, ensuring the consulting group remained competitive and innovative in its approach.

• Account manager for each tier of SAAS subscription in the Canvas LMS
• Enabled customer success with an increase in customer retention rate using automation tools, reducing resolution time, and increasing customer satisfaction.
• Implemented onboarding strategies, trained staff on customer service processes, reduced escalations and resolved customer support tickets
• Mentored and coached customer support personnel, maintained customer relations, improved process performance and provided data and customer feedback
• Established key account management practices and developed customer success plans to ensure customer engagement and satisfaction
• Managed a portfolio of high-value customers across multiple regions from EMEA to The Americas to APAC
• Served as a customer advocate by providing feedback to the product and engineering teams to improve the platform and better solve our customer’s challenges
• Participated in team projects that support goals and initiatives of the department.
• Met or surpassed renewal rates and upgrade goals.
• Utilized customer feedback to inform changes and improvements to customer success plans.
• Identified opportunities for process improvements within the organization leading to more efficient workflows.
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
• Implemented tailored success plans for each customer, resulting in higher product adoption rates.
• Provided business, technical and product knowledge in support of post-sales activities.
• Conducted periodic user training sessions to support customer understanding and product feature utilization.
• Championed ongoing education among team members fostering a culture of continuous learning and growth.
• Built trust with stakeholders through transparent communication regarding project progress and expected outcomes.

• Utilized Canvas data and SQL Redshift to track trends and behaviors throughout the day and derived customer insights to adjust customer-facing services
• Utilized Terminal and Postman to run API calls to test bugs that might have been in JIRA tickets, resolved 40 complex software issues with 85% accuracy and improved customer response time
• Designed, built, and maintained software solutions and system integrations that supported and advanced our enterprise capabilities with a focus on the Canvas Learning Management System
• Researched and implemented new strategies and technologies to keep up with new trends
• Ensured that software solutions were scalable to meet demands
• Worked closely with Sales, Engineering, and other Customer Success teams to implement best practices
• Gathered specification and requirements for requests and/or projects for multiple situations
• Subject Matter Expert at prioritizing, problem-solving, and multitasking in a dynamic, rapidly changing workplace
• Routinely recognized and effectively communicated risks to project timelines and/or the quality of deliverables
• Proactively engaged with stakeholders
• From onboarding, implementations, and producing custom CSS, HTML themes.
• Onboarding from post sales SAAS to account management
• Acted as a team leader in group projects, delegating tasks and providing feedback.

• Led post-sales SaaS onboarding initiatives as a key point of contact, successfully bringing in several enterprise-level companies from both the private and public sectors.
• Met with customers to discuss and ascertain needs, tailor solutions and close deals.
• Used analytical skills to track and report on account performance metrics, providing insights for future growth opportunities.
• Established clear communication channels between clients and internal teams, ensuring seamless project execution.
• Supported customers as needed with setting up and navigating programs or software associated with the product or service; Implemented programs to administer needs specific to each client
• Promoted the value of the product and upsell services and products with the brand image and promoted value through customer experience
• Reviewed customer complaints and concerns and sought to improve all aspects of the customer experience with the company
• Assisted in the development of training materials for new hires, ensuring smooth onboarding process.