Summary
Overview
Work History
Education
Skills
Timeline
BusinessAnalyst
Sam Flores

Sam Flores

San Antonio,TX

Summary

Experienced customer service Operations Leader with strong communication and leadership skills. Able to design, implement and maintain growing customer success management teams. Efficient in managing and tracking key performance and diagnostic metrics. Results-oriented who is able to ensure customer success managers deliver an outstanding customer experience while maintaining high retention and low churn rates.

QUALIFICATIONS PROFILE Skillful in relationship building, customer service and cultivation Incident response planning and management Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

12
12
years of professional experience

Work History

Director

Bitdefender
03.2019 - Current
  • Ability to demonstrate effective and efficient project management skills
  • Executive-level strategic planning
  • Building and restructuring security programs
  • Proven sales conversions
  • Experience in building maturity models, Customer Success Operations – Global Services and Support
  • Founding member of Managed Detection and Response (MDR) at Bitdefender of Customer Success
  • Built team maturity model, team member training models and customer strategy globally for Bitdefender's first service offering to include 24/7 on-call support for customers varying from SMB to Enterprise, B2B and MSP
  • Engage in sales activities with proven conversion rates
  • Work cross functionally with Senior Leaders on strategy and on-going operational improvements
  • Assisted in building out onsite briefing program content as well as customer NPS reporting and strategy
  • Key Metrics:
  • Manage churn year over year of >3% (4 years)
  • Manage customer growth of
  • Set the overall vision and strategic plan for the Account Management organization, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements
  • Motivate and engage team to by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization
  • Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
  • Build and lead world-class team:
  • Recruit and develop a high performing team
  • Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)
  • Foster collaboration within the Engine Room team and across customers
  • Drive operational practices to track performance of teams and individuals
  • Work closely with the sales management and Regional Directors to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
  • Reduce churn and drive new business growth through greater advocacy and reference ability
  • Partner with Business Development, Marketing, Launch and Implementation teams on the customer journey to enable quality solution delivery and health
  • Solve ad hoc operational concerns as they arise and apply learnings across all other customers
  • Parlay operational excellence outputs into value realization initiatives to strengthen value proposition
  • Handle all escalated security issues or emergency situations appropriately, coordinate emergency incidents with Security Team – (Customer Security Operations Center)
  • Develop customer-facing communications for security incidents and ongoing notifications (proactively and reactively)
  • Work with Engineering organization to create customer-facing portal, providing requirements and desired functionality
  • Compile monthly, quarterly and annual customer statistical data
  • Developed and implemented policies, protocols and procedures for customer success team
  • Notify, assist, and direct external emergency personnel and internal Emergency Response Team as necessary
  • Provide assistance for sales on security related questions and customer presentations
  • Work with Product to gather customer feedback on functionality and future roadmap asks
  • Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
  • Worked closely with organizational leadership and board of directors to guide operational strategy.
  • Managed daily operations while overseeing multiple locations to foster increased productivity.
  • Established departmental performance goals and provided feedback for underperforming areas.
  • Monitored and coordinated workflows to optimize resources.
  • Formed strategic partnerships and connected with potential clients to drive business development.
  • Spearheaded innovative approaches to resource allocation and strategic planning.
  • Leveraged professional networks and industry knowledge to strengthen client relationships.
  • Assisted with sales and marketing strategies to foster achievement of revenue goals.
  • Optimized operational processes using analytics tools to address client-specific metrics.
  • Drafted and distributed reports to assist board members with critical business decisions.
  • Remained highly composed and calm in very fast-paced, stressful and constantly changing environments to provide optimal leadership and achieve desired results.
  • Observed tight deadlines and strict budgetary controls to avoid waste and streamline costs.
  • Devised and implemented strategies to create new revenue streams and cut operational costs.
  • Collaborated with network executives to define and propel organization's mission and vision.

Senior Manager

Rackspace Hosting
07.2015 - 02.2019
  • Founding member of Customer Experience for Rackspace's new product offering of Managed Security
  • Built training plans for TAMS that support our customer base which include existing Rackspace customers to new acquired Rackspace customers
  • Created onboarding documentation as well as worked with internal teams to deploy RMS' tooling
  • Created a support model to allow for scalable growth, where TAMs can manage 27-32 customers varying in size and global location
  • Created a specialized Onboarding team to support materialization of revenue in a faster more efficient way
  • Collaborated with teams across the organization to train and sale the new RMS product
  • Created onboarding process for all customers, IB and Net New
  • Oversaw customer growth to TAMS ratio
  • Create strategic relationships with key customer stakeholders (e.g., Line-of-Business leaders, District Managers, Regional VPs, and technical professionals)
  • Improved onboarding process and procedures for onboarding customers to improve billing by 37% = 300K in additional revenue
  • Created Maturity model for action plan for growth of customer facing team
  • Supervise and manage team of customer security representatives, provide training, coaching, development and support
  • Handle all escalated security issues or emergency situations appropriately
  • Develop customer-facing communications for security incidents and ongoing notifications (proactively and reactively)
  • Work with Engineering organization to create customer-facing portal, providing requirements and desired functionality
  • Compile monthly, quarterly and annual customer statistical data
  • Perform other tasks and duties of a similar nature and scope as assigned
  • Participate/Lead in regular training and scenario-based security incident drills
  • Provide training for larger corporation on newly released product and operational functions
  • Developed and implemented policies, protocols and procedures for customer experience team – New business to Rackspace in 2015
  • Built customer loyalty program for Top 100 customers
  • Provided strong leadership to enhance team productivity and morale.
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
  • Implemented and developed operational standards, policies and procedures.
  • Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
  • Developed proposals and presentations for internal and external audiences.
  • Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
  • Evaluated hiring, firing, and promotions requests.
  • Held monthly meetings to create business plans and workshops to drive successful business.
  • Executed appropriate staffing and budgetary plans to align with business forecasts.
  • Produced staffing matrix to provide adequate coverage of department.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Developed detailed plans based on broad guidance and direction.
  • Launched quality assurance practices for each phase of development

Professional Services Practice Manager

Rackspace
05.2011 - 07.2015
  • Mange relationships with preferred Rackspace partners and vendors
  • Coordinates project timelines and budgets developed a standard process for all practices under Professional Services' umbrella
  • Prepares sales proposals, responsible for data entry into internal systems
  • Work with sales teams and other departments to assist in the creation of client proposals, presentations and media plans
  • Act as the main representative to external customers and partners; verify inventory availability throughout the sales process
  • Create internal orders and insertion orders and adhere to defined business processes
  • Responsible for taking ownership of customer inquiries and problems
  • Responsible for deep selling and quoting as required
  • Interact with accounting department regarding customer credit and billing requests/issues
  • Responsible for solving problems for customers and end to end following up
  • Provide sales administrative/account related support.
  • Supervised client site repairs, installations, modifications and maintenance.
  • Directed recruitment and hiring of well-qualified candidates to fill key positions.
  • Supervised professional service team in respect to milestones, activities and goals.
  • Represented professional services to external audiences through various sales and marketing activities.
  • Oversaw product and project implementation services.
  • Investigated and evaluated risks and issues to formulate solutions and implement corrective actions.
  • Managed sustainable, profitable models for team with monthly revenue targets.
  • Communicated with business stakeholders and IT leadership to facilitate awareness of progress, risks and results.
  • Collaborated with sales and marketing teams to promote professional services.
  • Provided oversight and direction on development of prospective offerings.
  • Developed goals and objectives for conducting short and long-range strategic planning.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Launched quality assurance practices for each phase of development
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.

Education

ITIL Certified Scum Master Certified -

Study - Applied Science, Human Resources

Wayland Baptist University
San Antonio, TX
2010

Skills

  • Organizational Development
  • Sales Activities
  • Issue Resolution
  • Project Management
  • Verbal and Written Communication
  • People Management
  • External and Public Relations
  • Recruiting and Hiring
  • Google Docs
  • Microsoft Office
  • Critical Thinking
  • Hiring and Retention
  • Judgment and Decision-Making
  • Strategic Planning
  • Operational Reporting
  • Speaking

Timeline

Director

Bitdefender
03.2019 - Current

Senior Manager

Rackspace Hosting
07.2015 - 02.2019

Professional Services Practice Manager

Rackspace
05.2011 - 07.2015

ITIL Certified Scum Master Certified -

Study - Applied Science, Human Resources

Wayland Baptist University

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