RUBEN CRUZ
Client Success Manager
Los Angeles,CA
Summary
Dynamic Client Success Manager years of success in driving revenue, growing market share and building highly profitable account bases for diverse organizations. Well-versed in establishing top-performing teams committed to surpassing business objectives in alignment with corporate mission. Skilled in enforcing adherence to policies, procedures and service standards. Dedicated to continuous delivery of top-quality products and service to clients.
Work History
Client Success Manager, Campus
Grubhub
Los Angeles , CA
03.2021 - Current
- Hosted daily status calls and weekly ad hoc meetings with clients to promote client satisfaction and keep all parties abreast of changing environment.
- Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction.
- Coordinated post COVID relaunch for more than half of California’s campus partners
- On pace to eclipse registration, user, and order forecasts by 35% year over year.
Account Manager, Ultimate
Grubhub
Los Angeles, CA
01.2020 - 03.2021
- Cultivated and maintained strong relationships with portfolio of assigned accounts nationwide ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities
- Facilitated scaling efforts by leveraging product expertise in configuring hardware and software while also diagnosing, repairing flaws, and working with customers to maximize product use.
- Unlocked several strategic accounts and opportunities that resulted in 100% gross food sales growth year over year
- Book of business accounted for over 28% of DAGs across the organization.
Technical Field Operations Specialist, Ultimate
Grubhub
Los Angeles, CA
05.2018 - 12.2019
- Formulated a standardized deployment process allowing ‘Ultimate’ pilot to expand to more than 10 states YoY.
- Key stakeholder in outlining technical implementation requirements and supported high-impact projects to further improve and expand to scale pilot nationwide.
- Worked with cross-functional teams to break down, evaluate, and report errors and bugs on newly released software. Assisted in QA and deployment of released fixes.
- Explained technical information in clear terms to to non-technical individuals to promote better understanding.
Senior Operations Specialist
Grubhub
Glendale, CA
07.2017 - 05.2018
- Successfully decreased average market CTDs by over 40% in core Southern California delivery markets
- Identified patterns in market demand, order flow, and fleet management to increase average on time percentages from 80% to 90% for corporate clients.
- Effectively trained and led team of Operation Specialist’s in overseeing the launch of over 7 new delivery markets.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
Dispatcher, Mobile Diagnostics
Diagnostic Laboratories And Radiology
Burbank, CA
05.2013 - 06.2017
- Planned, organized, and managed work of fleet staff to accomplish consistent work within organizational standards.
- Closely monitored dispatch board to triage and prioritize over 400 daily calls.
- Directed dispatching, routing, and tracking of 40+ mobile diagnostic technologists and nurses.
- Maintained updated and detailed logs of calls in physical and electronic database.
Skills
Revenue Generation
Project Management
Client Relationship Management
Troubleshooting
Background in Logistics
Inter-Department Collaboration
Certification
CSM - Certified Scrum Master
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
CSM - Certified Scrum Master
02-2023
Client Success Manager, Campus - Grubhub
03.2021 - Current
Account Manager, Ultimate - Grubhub
01.2020 - 03.2021
Technical Field Operations Specialist, Ultimate - Grubhub
05.2018 - 12.2019
Senior Operations Specialist - Grubhub
07.2017 - 05.2018
Dispatcher, Mobile Diagnostics - Diagnostic Laboratories And Radiology
05.2013 - 06.2017