Nina Vazquez
Chicago,IL
Summary
Experienced enterprise customer success professional with a strong background in client relationship management and strategic planning. Drives customer satisfaction through tailored solutions and proactive support. Utilizes team collaboration and adaptability to meet evolving client needs and deliver measurable results. Skilled in communication, problem-solving, and project management to ensure clients achieve desired outcomes.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Enterprise Customer Success Manager
LeanData
04.2024 - Current
- Implemented tailored success plans for each customer, resulting in higher product adoption rates.
- Maintained positive customer relations for named customers which amounted to $3 million in ARR.
- Curated a CSM playbook to improve churn rates by engaging with customers in a prescriptive way that translates value.
- Championed an initiative to help empower CSMs to test and demo within a Salesforce Org to further understanding of product.
- Developed data-driven strategies to improve customer engagement, driving positive outcomes across all touchpoints.
- Built trust with stakeholders through transparent communication regarding project progress and expected outcomes.
Senior Professional Services Consultant
LeanData
07.2023 - 04.2024
- Spearheaded over 90 implementations while collaborating with cross-functionally to ensure customer satisfaction
- Mentored junior consultants, providing guidance on best practices and fostering professional development.
- Interviewed and helped with hiring process for potential hires and assessed candidates
- Managed resources effectively, allocating personnel and budgetary resources to maximize project success.
- Conducted comprehensive assessments of client operations, identifying areas for improvement and recommending actionable strategies.
- Established a culture of continuous improvement by regularly soliciting feedback from both clients and team members
Associate Professional Service Consultant
LeanData
04.2021 - 07.2022
- Handled project risks effectively, establishing contingency plans and proactive issue resolution strategies to minimize disruptions during implementation.
- Managed on average 20 implementations at a time, which included keeping scope, hours utilized, and time of delivery on track.
- Studied customers' business processes to customize implementation measures for minimal disruption to operations.
Implementation Consultant
FieldEdge
09.2020 - 04.2021
- Helped with migrating client's data from Quickbooks to new database
- Accumulated over 1000 implementation hours comprised of training, client on-boarding, and SAAS consulting
- Increased successful deliveries by 12%, by constructing detailed project timelines framed by efficiency
- Maintained clear documentation of project progress, ensuring transparency among all stakeholders throughout the implementation process.
- Managed project risks effectively, establishing contingency plans and proactive issue resolution strategies to minimize disruptions during implementation.
Sales Development Representative
FieldEdge
08.2019 - 09.2020
- Leveraged product knowledge to ensure the software would provide value to potential customers
- Reached out to Enterprise Companies by cold calling, emailing, and chatting
- Kept up with market trends, product releases, and competitor findings to remain competitive
- Built and managed accurate sales pipeline to maintain high volume of activity.
- Used data analytics to identify and track sales trends and develop actionable insights.
- Established relationships with prospects and customers to promote product understanding and drive sales growth.
- Won new business by articulating full value of company's capabilities to prospects.
Operations Intern
Walt Disney Company
08.2018 - 05.2019
- Company Overview: Fortune 500 Company
- Delivered World Class customer service at a Fortune 500 Company
- Actively displayed Disney's 'Four Keys' in every interaction (Safety, Courtesy, Show, and Efficiency)
- Decreased wait time for guests by 11%, by pioneering new operational strategies
- Fortune 500 Company
Department Trainer
The Hotel at Auburn University
08.2016 - 07.2017
- Created guest service agent certification manual, helping increase guest satisfaction by 13%
- Certified guest service agents to successfully perform tasks
- Provided 6 step quality control to achieve consistent 5-star service
Education
AUBURN UNIVERSITY - International Business Supply Chain
AUBURN UNIVERSITY
Auburn, AL08.2018
UNIVERSIDAD DE COSTA RICA - Study Abroad Spanish
UNIVERSIDAD DE COSTA RICA
San Jose, San Pedro08.2018
Skills
SalesForce
Mentoring and training
User Acceptance Testing
Microsoft Applications
Customer Advocacy
Data-driven decision-making
Software Implementation
Project Scoping
Requirements Gathering
Excellent Communication
Team Leadership
Certification
LeanData Advanced Certified
LeanData Advanced Certified
Expands on LeanData's Fundamentals course and is designed for seasoned administrators who want to achieve revenue orchestration mastery.
Timeline
Senior Enterprise Customer Success Manager
LeanData
04.2024 - Current
Senior Professional Services Consultant
LeanData
07.2023 - 04.2024
Associate Professional Service Consultant
LeanData
04.2021 - 07.2022
Implementation Consultant
FieldEdge
09.2020 - 04.2021
Sales Development Representative
FieldEdge
08.2019 - 09.2020
Operations Intern
Walt Disney Company
08.2018 - 05.2019
Department Trainer
The Hotel at Auburn University
08.2016 - 07.2017
UNIVERSIDAD DE COSTA RICA - Study Abroad Spanish
UNIVERSIDAD DE COSTA RICA
LeanData Advanced Certified
AUBURN UNIVERSITY - International Business Supply Chain
AUBURN UNIVERSITY
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