Hi, I’m
Marqueay L. Cotto
Spring Hill,FL
Summary
Experienced Customer Success Manager with 5+ years in healthcare, SaaS, and HR tech industries. Skilled in driving retention, product adoption, and customer satisfaction. Expertise in managing high-volume accounts and collaborating with HR benefits leaders. Proficient in Salesforce, JIRA, and Power BI for strategic decision-making. Committed to inclusive healthcare practices and achieving business objectives. Known for fostering teamwork and providing tailored client interactions to enhance engagement.
Overview
8
years of professional experience
1
Certification
Work History
IMAGINiT Technologies
Customer Advocate (Customer Success Rep)
03.2025 - Current
Job overview
- Manage post-sale onboarding, adoption, and long-term engagement across a portfolio of enterprise customers.
- Conduct strategic business reviews to align software usage with client goals and identify upsell opportunities.
- Provide proactive customer education and insights using Power BI to increase value realization.
- Collaborate with Sales and Technical teams to resolve account issues, boost client retention, and improve satisfaction.
- Escalate client risks in Salesforce and JIRA to ensure timely resolution and service alignment.
Included Health
Customer Service Advisor II
08.2024 - 03.2025
Job overview
- Delivered concierge-style support across 500+ monthly health-related inquiries for employer-based clients.
- Maintained >95% CSAT using Salesforce to streamline case management and follow-ups.
- Scheduled virtual care via the Included Health app, improving scheduling efficiency by 20%.
- Ensured HIPAA compliance and referenced Confluence to maintain accuracy across support channels.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without theneed for escalated support.
- Created customer support strategies to increase customer retention.
SourceTek
Client Success Manager / Processing Specialist
08.2022 - 09.2023
Job overview
- Owned and optimized 45+ accounts, using data-driven analysis to increase benefit realization by 35%.
- Partnered with HR, payroll, and finance teams to reduce documentation discrepancies by 75%.
- Helped drive $100M+ in client value through compliant, timely ERC submissions and operational alignment.
- Identified churn risks and resolved issues using JIRA and internal reporting tools.
- Hosted daily status calls and weekly ad hoc meetings with clients to promote client satisfaction and keep all parties abreast of the changing environment.
- Managed existing client renewals, keeping accounts, information, and documents in conformance with compliance standards.
- Maintained a high level of understanding regarding industry trends, legislation, compliance, and competitor activity.
TradeSmith, LLC
Customer Success Manager / Ops Manager
08.2020 - 07.2022
Job overview
- Reduced churn by 65% through personalized engagement strategies and stakeholder education.
- Used Zendesk data to drive proactive outreach and update the knowledge base, improving resolution time by 25%.
- Delivered team training sessions to improve customer experience, support quality, and renewal success.
Nextech Systems
Product Support Representative
03.2017 - 03.2020
Job overview
- Maintained a 95% CSAT rating while supporting healthcare SaaS users.
- Improved reporting accuracy and time-to-resolution through template automation and data integrity measures.
- Collaborated across departments to optimize service delivery and feature adoption.
Education
Southern New Hampshire UniversityHooksett, NH
Master of Arts (MA) from Communication - New Media & Marketing
05.2026
University of South FloridaTampa, FL
Bachelor of Arts (BA)
01.2020
Pasco-Hernando State CollegeNew Port Richey, FL
Associate of Arts (AA)
01.2017
Skills
- Customer Success & Retention
- Strategic Account Management
- Salesforce CRM
- Power BI Analytics
- HR Stakeholder Engagement
- CSAT/Utilization Metrics
- Client Advocacy
- SaaS & B2B Support
- Business Reviews & Growth Planning
- Process Improvement
- JIRA
- Confluence
- Cross-Functional Teams
- Data entry skills
- Customer research
- Persuasive communication
Certification
- Certified Scrum Master – Scrum Alliance (2025)
- AI for Scrum Masters – Scrum Alliance (2025)
- HubSpot Email Marketing – HubSpot Academy (2024)
- Zendesk Agent Workspace + Foundational Support (2022)
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Native or Bilingual
Timeline
Customer Advocate (Customer Success Rep)
IMAGINiT Technologies
03.2025 - Current
Customer Service Advisor II
Included Health
08.2024 - 03.2025
Client Success Manager / Processing Specialist
SourceTek
08.2022 - 09.2023
Customer Success Manager / Ops Manager
TradeSmith, LLC
08.2020 - 07.2022
Product Support Representative
Nextech Systems
03.2017 - 03.2020
Southern New Hampshire University
Master of Arts (MA) from Communication - New Media & Marketing
University of South Florida
Bachelor of Arts (BA)
Pasco-Hernando State College
Associate of Arts (AA)
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