Raziel Rojas
Orlando
Summary
Customer Success Manager with over 10 years of experience excels in driving high client satisfaction and business growth. Skilled in managing quotes and projects, optimizing revenue opportunities, and developing strategic success plans for global fortune 500 companies. Proven track record in minimizing churn and fostering strong relationships, aiming to leverage these abilities to contribute significantly to team success.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Expereo
, FL
01.2022 - Current
- Ensured customer success and satisfaction, building a long-term relationship impacting the customer journey to ease problem resolution and increase customer gratification
- Served as a liaison between Expereo and customers
- Built and fostered strong relationships with a portfolio of customers to drive expansion opportunities and minimized churn
- Developed and executed strategic success plans, collaborating with customers to achieve measurable ROI and business outcomes
- Proactively engaged with customers throughout their lifecycle, providing tailored experiences and recommendations based on their customer maturity
- Partnered with cross-functional teams to ensure customer's success and growth.
Sales Operations Manager
Expereo
01.2019 - 01.2022
- Responsible for developing and overseeing a smooth, effective sales process to enable organization growth
- Provided detailed information regarding products and services to partners, enduring alignment with customer needs
- Collaborated with agents and the sales team to evaluate customer service tactics and improve closing ratios
- Managed quotes and projects, ensuring timely delivery and accurate documentation for customer orders
- Ensured proper discounting and commission allocation for completed quotes, optimizing revenue opportunities
- Sent firm completed Service Order Forms to either customers and /or agents (under $10K MRR), as well as to the sales team (over $10k MRR/complex-strategic).
Technical Support Mobility
AT&T
01.2014 - 01.2019
- Executed end-to-end technical support, including software troubleshooting, billing and procurement
- Diagnosed and resolved complex customer issues related to voice, data, and applications, enduring timely resolution and customer satisfaction
- Served as a team lead, overseeing performance metrics and reporting to leadership team members
- Managed quality assurance program, conducting internal audits and customer surveys to drive operational improvements.
Education
Business Administration -
Miami Dade College
05.2016
Skills
- Client relationship
- Driving business growth
- Identifying expansion opportunities
- Ensuring customer success and satisfaction
- Minimizing churn
- Developing and executing strategic success plans
- Driving product adoption
- Managing quotes and projects
- Optimizing revenue opportunities
- Billing and procurement
- Conducting internal audits
- Customer Relationship Management
- Negotiation Skills
- Project Management
- Excel
- Monthly reviews
- Progress reports
Languages
Spanish
Native/ Bilingual
English
Native/ Bilingual
Certification
- Certified Customer Success Manager, Gainsight - 2003
Timeline
Customer Success Manager
Expereo
01.2022 - Current
Sales Operations Manager
Expereo
01.2019 - 01.2022
Technical Support Mobility
AT&T
01.2014 - 01.2019
Business Administration -
Miami Dade College
- Certified Customer Success Manager, Gainsight - 2003
Similar Profiles
Juan Martín BolañosJuan Martín Bolaños
IT Technician at ExpereoIT Technician at Expereo
IÑIGO GUTIÉRREZIÑIGO GUTIÉRREZ
Sales Operational Manager at ExpereoSales Operational Manager at Expereo
Sebba IdelbiSebba Idelbi
Accounts Payable Administrator at ExpereoAccounts Payable Administrator at Expereo