Paul Aqua
Customer Success Manager
Oakland,CA
Summary
Knowledgeable and performance-driven Customer Success Manager with a wealth of experience in managing multiple accounts, increasing sales and revenue, developing client on-boarding processes, and organizing various professional events and meetups. Possess strong customer orientation, great communication skills, excellent problem-solving skills, and significant ability to successfully lead and manage a group of people.
Overview
6
6
years of professional experience
Work History
Customer Success Manager
Ambassador Software
Seattle, WA
09.2022 - Current
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Managed solely 54 clients with a book of business of 2.4 million dollars.
Customer Success Manager
Unison
San Francisco, CA
03.2021 - 04.2022
- Worked for Unison, a fin-tech company that allows homeowners to access the equity in their home without a loan
- Routinely managed enterprise level case sizes ranging from $50k ACV up to $800k ACV with average deal size being $300k
- Average case volume was managing 50 accounts per month with roughly 30 of those being revenue generating accounts
- These were complex turnover cycles of 6-10 weeks
- Built out call tracking dashboard to monitor support agents for OKR project for fall of 2021
- Brought in over 28.5 million dollars in gross revenue in my tenure at Unison
- Highest quarter was bringing in 11.8 million in gross revenue.
Customer Success Manager
Monday.com
San Francisco, CA
10.2019 - 03.2021
- Owned relationships for 300 mid-market accounts during my tenure at Monday for full cycle SaaS support including customer onboarding, training and ongoing support
- Average SaaS account value was $7500, bringing annual recurring revenue managed in book of business to $2.25 million
- Gathered customer feedback to improve customer satisfaction while reducing customer churn by 20% over tenure
- Conduct QBR’s while monitoring customer’s overall health for proactive decision-making and achieving 90% target renewal
- Implement client up-sells to increase monthly recurring revenue (MRR) by 15% in 2021
Onboarding Operations Lead
Ford GreenWing LLC
San Francisco, CA
01.2019 - 10.2019
- Worked directly with C-level executives to onboard them onto our Canvas Mobile Platform
- Purchased over 100 vehicles for our fleet worth over $2.1 million dollars,This resulted in increasing revenue by over $85,000 a month
- Assisted in growing Canvas's from 4 dealership partner groups to 32 different dealership partnerships across 3 national markets
- Solely managed and maintained relationships with 11 dealerships partnership groups across the SF Bay Area and LA markets.
SMB Property Account Manager
Eaton Capital Management
San Francisco, CA
09.2016 - 01.2019
- Managed rent collection as well reducing delinquencies by 32%
- Exceeded quota of adding 10 properties a year every year
- Acquired 40 rental properties during tenure, resulting in an additional $1.2 million dollars a year in revenue for the company
- Managed 137 unites, equalling $4.2 million in annual reoccurring revenue
- Joined as an associate renewal specialist was promoted in 2017 to Account Manager
Education
Bachelors of Science - Business Administration
Western Governors University
Skills
Zendesk
Timeline
Customer Success Manager
Ambassador Software
09.2022 - Current
Customer Success Manager
Unison
03.2021 - 04.2022
Customer Success Manager
Monday.com
10.2019 - 03.2021
Onboarding Operations Lead
Ford GreenWing LLC
01.2019 - 10.2019
SMB Property Account Manager
Eaton Capital Management
09.2016 - 01.2019
Bachelors of Science - Business Administration
Western Governors University
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