Summary
Overview
Work History
Skills
Timeline
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Sandra Cruz

Austin,TX

Summary

Client Success Manager with 5+ years of experience in managing client relationships, driving customer satisfaction, and ensuring client success. Proven track record of increasing client retention rates and delivering high customer satisfaction scores. Adept at understanding client needs, developing strategic solutions, and collaborating with cross-functional teams to achieve business goals.

Overview

8
8
years of professional experience

Work History

Client Success Manager

Mood Media
04.2018 - Current
  • Managed a portfolio of 10+ clients, ensuring high levels of client satisfaction and retention.
  • Increased recurring monthly revenue on accounts from $324,406.40 to $543,330 over the course of 2 years.
  • Achieved a 99% client retention rate and a 4.8/5 customer satisfaction score.
  • Developed and implemented customized success plans to help clients achieve their goals.
  • Conducted regular client check-ins and quarterly business reviews to assess progress and address any concerns.
  • Collaborated with sales, product, and support teams to ensure seamless service delivery and resolve client issues promptly.


CLIENT SATISFACTION REPRESENTATIVE

Mood Media
04.2016 - 05.2017
  • Responsible for managing, maintaining, and repairing MOOD products
  • Teaching clients how their products work and training them on their systems
  • Diagnosing and repairing faults, resolving network issues, and installing and configuring hardware and software.

ACCOUNT ADMINISTRATIVE REPRESENTATIVE

MOOD MEDIA
05.2017 - 03.2018
  • Created accounts in the Oracle EBS system and Unity
  • Created service contracts for accounts in my portfolio
  • Updated RMR upon Account Management requests
  • Updated install base as needed
  • Ran reports to maintain data integrity
  • Reconciled and noted and reported discrepancies found in records.

Skills

  • Client Relationship Management
  • Customer Success Strategies
  • Account Management
  • Conflict Resolution
  • Data Analysis
  • Project Management
  • Communication and Presentation Skills
  • Team Collaboration
  • Act as a liaison between assigned client base and internal departments
  • Ability to support the Account Management team in their pursuit of account growth and retention

Timeline

Client Success Manager

Mood Media
04.2018 - Current

ACCOUNT ADMINISTRATIVE REPRESENTATIVE

MOOD MEDIA
05.2017 - 03.2018

CLIENT SATISFACTION REPRESENTATIVE

Mood Media
04.2016 - 05.2017

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Sandra Cruz