Noela Acha
San Francisco Bay Area,CA
Summary
Dynamic professional with a proven track record at Aryaka Networks, achieving a 95% on-time renewal rate. Expertise in account management and team leadership, driving revenue growth and enhancing customer retention. Nearly 10 years of experience in post-sales, professional services, and client management, with a focus on large enterprise accounts in cybersecurity (SaaS), SDWAN, and Last Mile Management.t. Strong technical and problem-solving skills, committed to operational excellence and continuous improvement.
Overview
10
10
years of professional experience
Work History
Sr Renewals Operations Analyst
Aryaka Networks
Santa Clara, CA
04.2022 - Current
- Achieved 95% success rate for timely service renewals across North America, APAC, and China.
- Drove revenue growth within existing customer base and new accounts.
- Collaborated with 12 Customer Success Managers and Account Executives to enhance service delivery.
- Delivered accurate sales forecasts to management for strategic planning.
- Coordinated performance updates and quarterly business reviews with account managers.
- Prepared precise sales orders and quotes to facilitate transactions.
- Promptly addressed and resolved customer objections to maintain satisfaction.
Product Support Lead
Compass
Los Gatos, CA
01.2018 - Current
- Manage a team of 5 Product Support Specialists - delegating tasks clearly and reassigning zones with needs of the business
- Partner with Associate Regional Manager to ensure seamless operation of chat and Zendesk
- Provide leadership in building an internal, national knowledge base that consolidated product attributes, allowing for accurate identification and resolution of product issues, higher precision in the submission of product engineering escalations, and a living resource to strengthen educational opportunities
- Leverage sales and account management skills for seamless execution as primary point of contact for agents
- Actively listen on weekly cadence (giving/receiving feedback on performance and areas of improvement)
- Experience in resolve complex customer escalations
- Mentor and coach to provide exceptional customer service
- Partner with 5 Product Support Specialists who have been struggling to become high performers
- Collaborate with Product team and develop training program for new product rollout and conduct training to make sure Confluence is updated with most recent changes to alleviate support burden on team
Customer Success Manager
Compass
Los Gatos, CA
01.2018 - Current
- Lead in the development, quality execution, and impact measurement of support programs for accounts in Northern California
- Liaise with internal departments to facilitate complex sales opportunities
- Manage a book of business of 200+ agents, spanning locations from Los Gatos, Palo Alto and Monterey
- Lead in new customer onboarding, ensuring client's transition is as smooth and seamless as possible
- Establish new methods of customer outreach and conducted training sessions on how to utilize these methods to nurture and build client relationships
- Partnered with Real Estate Sales Managers and other cross-functional teams to build and execute agent success strategies, including business growth plans
- On board at least 6 Agents per week with a consistent 4.9 out of 5 CSAT score in personal book of business
Lead and Learn Trainer / Expert
Apple
Los Altos, CA
01.2015 - 12.2018
- Actively partnered with corporate training and development to create and execute store trainings and associate development across 6 stores and 200 employees
- Coordinated often with 8 functional groups
- Taught associates how to ask effective probing questions to build rapport and discover customer needs and then seamlessly presenting sales and service solutions to customers
- Drove team results by facilitating customer experience content and establishing B2B relationships with small and large businesses
- Awarded as a Top 3 Sales Performer for 8 consecutive quarters
- Generated $2.5M+ in one quarter of sales without compromising the customer experience
- Consistently delivered great customer experiences
Education
Vocational - Leadership Principles
Harvard Business School
Boston, MA06-2021
Bachelor of Science - Journalism And Mass Communication
University of Buea
Cameroon01-2012
Skills
- Metrics-driven approach
- Account management
- Team leadership
- B2B and B2C expertise
- Customer success
- Operational performance
- Project management
- Business management
- Customer escalations
- Quality assurance
- Revenue growth strategies
- Sales order management
- Adaptability skills
- Operational efficiency
- Customer retention strategies
- Collaboration skills
Training
Harvard Business School (Online), Leadership Principles, Currently Attending
Accomplishments
- Number 1 in sales across all Apple stores in the bay area
Timeline
Sr Renewals Operations Analyst
Aryaka Networks
04.2022 - Current
Product Support Lead
Compass
01.2018 - Current
Customer Success Manager
Compass
01.2018 - Current
Lead and Learn Trainer / Expert
Apple
01.2015 - 12.2018
Vocational - Leadership Principles
Harvard Business School
Bachelor of Science - Journalism And Mass Communication
University of Buea
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