Nicolas Alvarez
Seattle,WA
Summary
Senior Customer Success Manager with a demonstrated history of managing complex projects, balancing multiple stakeholder relationships and communicating effectively in cross-functional teams that include Sales, Product Development, Marketing and Engineering. Extensive experience implementing and supporting SaaS applications in complex enterprise and SMB environments. Strategic thinker with superior communication, project management and problem-solving skills.
Overview
7
7
years of professional experience
Work History
Sr. Customer Success Manager
Workspan
10.2023 - Current
- Oversee $5M+ portfolio of Enterprise customers
- Responsible for driving customer business objectives through use of Workspan
Enterprise Customer Success Manager
Clari Inc
10.2022 - 10.2023
- Promoted to Enterprise CSM
- Responsible for $6.5M+ in ARR partnering with Clari's major enterprise customers
- Helped drive strategic success account planning initiative leveraging Gainsight to standardize churn mitigation plays
- Developed and drove operational plans with key revenue stakeholders (C-level Execs, VPs) to support execution of business growth initiatives
Commercial Customer Success Manager
Clari Inc
08.2021 - 09.2022
- Contributed to two Customer Case Studies (Weka and Paradox) in partnership with sales and marketing
- Played instrumental role in partnering with product team on Non-ICP's (Ideal Customer Profile) to produce solutions.
- Copilot SME ( Wingman - Clari acquisition)
Onboarding Client Success Manager - SMB
SAP Concur
11.2019 - 07.2021
- Selected as CSM of the Quarter for Q2 2021
- Lead Onboarding CSM expansion initiative into Canadian market
- Spearheaded client journey development introducing new engagement/milestone strategy
Implementation Project Manager
SAP Concur
10.2018 - 11.2019
- Received 'Manager's Spotlight Award' in Q1 2019, completing 18 implementation projects in FY19; quickly ramped up new releases and product functionality to ensure successful implementation of new features.
Market Development Representative
SAP Concur
12.2016 - 09.2018
- President's Club FY17 with 103% sales achievement
- Received 'Fahrenheit 212 Award' in January 2018.
Education
Bachelor of Science - Business Administration
Xavier University
Cincinnati, OH2016
Skills
- Relationship Management
- Strategic Planning
- Teamwork
- Customer Service
- Decision making
- Problem-solving
- Time Management
Timeline
Sr. Customer Success Manager
Workspan
10.2023 - Current
Enterprise Customer Success Manager
Clari Inc
10.2022 - 10.2023
Commercial Customer Success Manager
Clari Inc
08.2021 - 09.2022
Onboarding Client Success Manager - SMB
SAP Concur
11.2019 - 07.2021
Implementation Project Manager
SAP Concur
10.2018 - 11.2019
Market Development Representative
SAP Concur
12.2016 - 09.2018
Bachelor of Science - Business Administration
Xavier University
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