Summary
Overview
Work History
Education
Skills
Timeline
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Sergio M. Soriano

Palatine,IL

Summary

Dynamic Senior Customer Success Manager with extensive experience at Jama Software, specializing in customer success management and strategic decision-making. Successfully led a $1.19M opportunity and achieved an impressive 98.7% retention rate in Q2. Proficient in Salesforce and skilled at fostering strong client relationships while driving revenue growth through strategic account planning and cross-functional collaboration. Career focused on enhancing customer satisfaction and expanding business opportunities.

Overview

7
7
years of professional experience

Work History

Senior Customer Success Manager

Jama Software
09.2022 - 08.2024
  • Company Overview: Requirements Management and Traceability Solution
  • Managed a set of customer accounts within the Industrial Consumer Electronics and SofTech verticals to increase adoption of the existing user groups and identifying expansion opportunities within the accounts
  • Owned and managed a book of key accounts, maintaining direct relationships to ensure ongoing success and satisfaction
  • Cross-functionally aligned the digital experience across email, in-app, customer portal, product feedback, etc
  • For a cohesive customer experience
  • Reviewed customer account health and addressed any risks for churn
  • Identified and drove upsell and cross-sell opportunities (expansion)
  • Networked within the customer’s organization to build and maintain relationships at all levels and focused on creating an executive-level, value-based engagement
  • Awarded MVP for 2024 Fiscal Year among all Customer Success Managers
  • Booked $1.19M opportunity – Second highest among Customer Success Managers for Fiscal Year 2024
  • Achieved Q2 Retention of 98.7%
  • Requirements Management and Traceability Solution

Customer Success Account Manager

Certified Tracking Solutions
Chicago, IL
02.2021 - 08.2022
  • Company Overview: Fleet Management Tracking Solution
  • Managed existing customer accounts to expand current sales offerings and enhance customer relationships; and prospect within my assigned territory to acquire new business
  • Supporting multi-national accounts with 300+ customers
  • Educating clients on features and functionalities within the solution
  • Mentoring and training individual employees to ensure strong client relationships
  • Preparing and delivering Quarterly Business Reviews, presentations for customers to guarantee objectives are met
  • Collaborating with training team to develop and design best practices
  • Implementing and managing new client onboarding and training
  • Fleet Management Tracking Solution

Regional Account Manager

Flexera Software
Itasca, IL
06.2019 - 04.2020
  • Company Overview: Software Licensing
  • Managed existing customer accounts to expand current sales offerings and prospected within assigned territory to acquire new business
  • Responsible for the Supplier Division’s existing mid-market accounts in northeastern territory
  • Worked with Customer Success to provide Quarterly Business Reviews for existing customer base
  • Acted as a trusted advisor - understanding goals and creating a plan to achieve them
  • Delivered ROI for potential upsell/cross sell opportunities
  • Qualified leads and prioritized opportunities
  • Prospecting within region among software and hardware companies with annual revenues of $10M to $100M
  • Negotiated with C-level executives and closed complex sales transactions with value of $50,000 to $250,000 during sales cycles of 6 to 12 months
  • Collaborated with Solutions Engineer to present customers proposed solutions and developed ROI analysis
  • Software Licensing

Account Executive

Verizon Connect
Rolling Meadows, IL
11.2017 - 03.2019
  • Company Overview: Fleet Management Service
  • Grow revenue from an existing account base (500 customers) within an assigned territory by building strong relationships with clients
  • Protected and defended annual revenue (89.7%), account base, and subscriptions within Texas territory
  • Identified customer needs while growing the business annually through add-ons (106.4%)
  • Utilized technology-based CRM tools such as Salesforce and NetSuite for lead follow-up, sale cycle disposition, pipeline management, and forecasting opportunity tracking
  • Grew business expertise through participation in advanced sales methods & techniques training and product capability workshops
  • Conducted quarterly account reviews with customers to analyze their business needs, optimize their current investments, and familiarize them with new products and sales campaigns
  • Blending attainment between retention and revenue for the year - 92.7%
  • Fleet Management Service

Education

Bachelors of Arts - Business Administration

DePaul University
01.2022

Associates Degree - General Studies

Harper College
01.2017

Skills

  • Customer Success Management
  • Strategic Decision-Making
  • Salesforce Expertise
  • Operations Management
  • Diplomatic Issue Resolution
  • Account Planning
  • Bi-lingual Spanish
  • Data-driven decision making
  • Relationship management
  • Customer journey mapping
  • Client onboarding
  • Software implementation
  • Revenue growth
  • Cross-functional coordination
  • Schedule management
  • Training and mentoring
  • Client service optimization
  • Strategic communications

Timeline

Senior Customer Success Manager

Jama Software
09.2022 - 08.2024

Customer Success Account Manager

Certified Tracking Solutions
02.2021 - 08.2022

Regional Account Manager

Flexera Software
06.2019 - 04.2020

Account Executive

Verizon Connect
11.2017 - 03.2019

Bachelors of Arts - Business Administration

DePaul University

Associates Degree - General Studies

Harper College

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Sergio M. Soriano