Accomplished Enterprise Relationship Manager with expertise in identifying, developing, and fostering strong client relationships. Proven track record of cultivating long-term connections, facilitating account growth, elevating customer retention rates, and delivering significant revenue increases. Exceptional ability to excel in this role consistently results in positive outcomes and measurable success for organizations.
Hi, I’m
Manuel Rios
Lincoln,CA
Summary
Overview
18
years of professional experience
1
Certification
Work History
GreyOrange
Sr. Customer Experience Manager
08.2024 - Current
Job overview
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Lead robotic automation projects from initiation to completion, ensuring milestones are met
- Act as main customer contact, addressing queries promptly and providing ongoing support
- Communicate project updates and expectations clearly to internal teams and customers
- Develop and deliver training sessions for customers to familiarize them with the system
- Manage escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
ShipMonk
Enterprise Account Manager
07.2023 - 04.2024
Job overview
- Managed 30 of the company's top Enterprise accounts
- Established relationships with C-level executives through effective communication skills
- Increased revenue growth by identifying new opportunities within enterprise accounts and developing strategic partnerships.
- Collaborated with customers to learn business operations and capitalize on upselling and cross-selling opportunities.
- Analyzed customer data to develop targeted sales strategies that increase profitability
- Utilized strong negotiating skills to secure beneficial terms from clients on behalf of the company
- Performed financial modeling to create a cost-benefit analysis for proposed solutions
- Performed QBRs (Quarterly Business Reviews) to assess growth and expansion opportunities for my clients
- Facilitated regular meetings with key stakeholders to review progress against objectives
- Developed detailed proposals outlining solution offerings that address customer requirements
- Coordinated team efforts across multiple departments in order to meet project deadlines
RiskOptics
Customer Success Manager
03.2021 - 05.2023
Job overview
- Negotiated prices and terms of contracts
- I took complete responsibility for ensuring the success of RiskOptics' customers, which included achieving project success, promoting customer retention, and achieving high rates of customer renewals
- Strived to make sure the customer received maximum value from their investments in the ZenGRC tool
- Ensured the customer fully leveraged their subscriptions and services on an ongoing basis
- Identified and developed new opportunities for expansion across the customer's business and ensured subscription growth and increased solution footprint
- Drove seamless adoption processes and worked cross-functionally with our product and services team to proactively manage each customer's successful use of ZenGRC tool
- Developed and executed personalized programs that consistently benefited customers, guaranteed renewals, and fostered long-term account expansion
- Managed each customer's specific business needs and environments proactively
- I actively searched for opportunities to up-sell, cross-sell, and generate referrals, all to provide the best possible service
Selligent
Customer Success Manager
12.2018 - 03.2021
Job overview
- Served as the primary point of contact for clients (30+) post-implementation
- Established and maintained an unwavering partnership with my clients and executive supporters to achieve their desired business outcomes
- Worked with clients to successfully identify, recommend, and close expansion opportunities
- Performed QBRs (Quarterly Business Reviews) to accurately assess customer's health, help define new strategies, and ensure value realization
- Identified renewal risk and collaborated with internal teams to remediate and ensure a successful renewal
- Represented and supported the customer, gathering feedback to enhance the product and processes for continuous improvement
SnapShip
Senior Account Executive
02.2018 - 12.2018
Job overview
- Created cold outbound email sequences with a high reply rate
- Negotiated complex contracts with specific pricing to mid-size and large companies
- Responsible for seeing the client through the entire sales process from first contact through the completion of onboarding
- Created and implemented the onboarding process for new businesses
- Managed the company's top accounts (4 total)
- Streamlined workflow and improved issue resolution processes
- Worked closely with the CEO and CTO to implement software changes to increase efficiency within the warehouse
- Attended several tradeshows, analyzed customer data to develop targeted sales strategies that increase profitability, and networking events to find potential business partners
Shipwire Inc, Ingram Micro Commerce and Solutions
Global Account Director
07.2016 - 02.2018
Job overview
- Maintained relationships with the company's top accounts (Mattel, Greats Brand, Little Unicorn, Chemical Guys, Bridge Technologies, and Sphero) and maintained a 100% retention rate
- Maintained and grew over $20 million in revenue
- Conducted quarterly business reviews detailing performance and identified ways to increase revenue
- Recommended and implemented new retail channels with major U.S
- Retailers
- Acted as an escalation point for major problems that impacted revenue
- Assisted with the onboarding of new high-value clients
- Built out and conducted training programs for the company
- Trained and mentored Account Managers
Shipwire Inc, Ingram Micro Commerce and Solutions
Account Manager
02.2015 - 07.2016
Job overview
- Managed the day-to-day operations for some of the company's key accounts
- Ensured that all merchants had a good working knowledge of the platform and conducted training sessions as needed
- Worked with the Account Directors to resolve any escalated or urgent issues
- Identified and suggested new upsell opportunities to the merchants
- Found and implemented new ways for the customer to save money and drove revenue for the company
Movoto Real Estate
Agent Success Partner
12.2013 - 02.2015
Job overview
- Managed 400+ Real Estate Agents
- Onboarded and trained new Real Estate Partners on our new approach to selling real estate
- Ensured the agents follow best practices
- Stayed up to date on current market trends
- Communicated regularly with agents to gain market insight
- Provided support to agents ranging from their network profile to the agent app setup
- Recruited new agents in underdeveloped areas
- Drove territory revenue through new marketing and sales programs
- Created and streamlined processes to ensure our time with agents was efficient and effective
Comerica Bank
Personal Banker
04.2012 - 12.2013
Job overview
JP Morgan Chase
Licensed Personal Banker
06.2011 - 04.2012
Job overview
Wells Fargo
Personal Banker
12.2010 - 06.2011
Job overview
Bank of the West
Assistant Financial Advisor
03.2010 - 10.2010
Job overview
WaMu/Chase Bank
Senior Personal Banker
05.2007 - 03.2010
Job overview
Education
California Baptist University
Kinesiology
University Overview
Humboldt State College
Kinesiology
University Overview
Bethany College
Kinesiology
University Overview
San Jose City College
Kinesiology
University Overview
Skills
- Long-Term Strategic Development
- E-commerce Operations
- SaaS
- Customer Retention Strategies
- Contract Renewals
- Contract Negotiation Expertise
- Effective Problem Resolution
- B2B Relationship Management
- Consumer Engagement Strategies
- Collaborative Teamwork
- Client Account Management
Accomplishments
Accomplishments
ShipMonk
- Successfully negotiated multiple multi-year deals with realized 10% growth margins
- 100% retention met Q1 2024
RiskOptics
- 100% retention goal met Q2 2023
- 100% of retention goal in 2022
- 105% of retention goal in 2021
Selligent
- Achieved 165% of upsell goal and 100% churn goal in 2020
- Achieved 185% of my upsell goal and 100% churn goal in 2019
SnapShip
- Increased business by 20% within 5 months
- Created and implemented operational procedures that increased sales
Shipwire
- Managed Mattel, a Billion-dollar company as part of the account portfolio
- Responsible for managing over $20 million in revenue
- 100% client retention rate in 2016, 2017, and 2018
- Created and implemented a training program for Account Managers
Certification
inactive, Series 6, Series 63, Life, Property and Casualty
Timeline
Sr. Customer Experience Manager
GreyOrange
08.2024 - Current
Enterprise Account Manager
ShipMonk
07.2023 - 04.2024
Customer Success Manager
RiskOptics
03.2021 - 05.2023
Customer Success Manager
Selligent
12.2018 - 03.2021
Senior Account Executive
SnapShip
02.2018 - 12.2018
Global Account Director
Shipwire Inc, Ingram Micro Commerce and Solutions
07.2016 - 02.2018
Account Manager
Shipwire Inc, Ingram Micro Commerce and Solutions
02.2015 - 07.2016
Agent Success Partner
Movoto Real Estate
12.2013 - 02.2015
Personal Banker
Comerica Bank
04.2012 - 12.2013
Licensed Personal Banker
JP Morgan Chase
06.2011 - 04.2012
Personal Banker
Wells Fargo
12.2010 - 06.2011
Assistant Financial Advisor
Bank of the West
03.2010 - 10.2010
Senior Personal Banker
WaMu/Chase Bank
05.2007 - 03.2010
Humboldt State College
Kinesiology
Bethany College
Kinesiology
San Jose City College
Kinesiology
California Baptist University
Kinesiology
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