Nico Jacobellis
Customer Success / Account Manager / Onboarding
Los Angeles,CA
Summary
Driven Customer Success Manager/Onboarding Specialist with over 5 years experience across customer facing roles, driving projects and successful outcomes within established book of business
Overview
7
7
years of professional experience
Work History
Onboarding Specialist L2
Postscript
Remote, CA
07.2023 - Current
- Collaborated with Account Executives, Solutions Engineers, and Account Managers to establish success metrics and timelines for implementation
- Managed book of business of 25-30 accounts ranging from SMB to Super Enterprise; balancing core offerings with professional services
- Optimized software configurations for individual clients, tailoring solutions to meet unique business needs
- Developed resources and tools for continuous learning and development beyond initial onboarding phase, promoting customer enablement and adoption
- Conducted ongoing assessments of onboarding program results, identifying areas for improvement or expansion based on data-driven insights.
Customer Success Manager
SimpleTexting
Remote, CA
08.2020 - 07.2023
- Oversee 150+ accounts with ARR of $3,000,000 for entirety of customer lifecycle
- Conducted discovery to determine client's pain points and desired outcomes, partner directly with multiple stakeholders to set appropriate expectations, determine target dates, and provide regular project updates during onboarding phase of the customer lifecycle
- Schedule regular business reviews to align strategy and prove value
- Maintain 90% retention by proactively tracking accounts to identify churn risk
- Utilize Intercom, Pipedrive, Jira, Vitally CRM, Zapier, and other technology on a daily basis.
Onboarding Specialist
SimpleTexting
Remote, CA
03.2020 - 08.2020
- Lead onboarding for mid-market accounts through from use-case review to go-live
- Provide webinar style training for account admins and team members
- Communicate customer feedback to product and engineering
- Utilize Zapier to create workflows and processes between customer's tech stack.
Account Manager/Onboarding Specialist
NexTravel
Remote, CA
08.2019 - 03.2020
- Onboarded new customers by overseeing data integration, performing product demonstrations, and serving as point of contact for all matters account related
- Provided customers with support, education, and guidance to improve their use of NexTravel
- Troubleshoot and test solutions through creative problem solving before escalating issues to Engineering via Zendesk and Jira
- Worked closely with Product team to implement customer feedback
- Track and monitor accounts through Salesforce.
Business Development Representative
UpSellit
08.2018 - 08.2019
- Ran call, email, and video campaigns to generate new sales prospects
- Utilize Salesforce, Outreach, Vidyard, and more to manage accounts and sales processes
- Helped develop and implement outbound sales process through A/B testing and research
- Conducted discovery calls to understand client pain points and provide actionable steps to optimize their e-commerce website.
Partner Success
JoyRun, Inc.
Remote, CA
08.2017 - 05.2018
- Built and maintained relationships with small business owners and community members
- Assisted in installation of tablet and onboarding of new restaurants
- Trained new restaurants on how to use JoyRun software
- Strategized with restaurant partners on how to best leverage platform to drive orders.
Education
Bachelor of Arts in Communication Studies - Organizational Communication
California State University, Chico
Chico, CASkills
Core Skills:
Project Management
Churn Mitigation
Customer Relationship Management
Customer Escalation Management
Issue Resolution
Training and Mentoring
Software: Salesforce, Slack, Gong, Zendesk, Jira, MS Office, Intercom, G-Suite, Vitally CRM, Zapier
Timeline
Onboarding Specialist L2
Postscript
07.2023 - Current
Customer Success Manager
SimpleTexting
08.2020 - 07.2023
Onboarding Specialist
SimpleTexting
03.2020 - 08.2020
Account Manager/Onboarding Specialist
NexTravel
08.2019 - 03.2020
Business Development Representative
UpSellit
08.2018 - 08.2019
Partner Success
JoyRun, Inc.
08.2017 - 05.2018
Bachelor of Arts in Communication Studies - Organizational Communication
California State University, Chico