Shaunte Vasquez

Customer Success 50% | Business Development 30% | Project Manager 20%

• Spearheaded the establishment and executed a Client Advisory Board (CAB) program driving client engagement up by 20% and renewal rates by 16% within 5 months.
• Mitigated churn and boosted client reference-ability by 15% within 3 months, driving new business growth.
• Expanded revenue by 22% in 4 months for key accounts through new sales and up-selling opportunities, contributing to overall business growth.

Customer Success Manager 60% | Team Leader 20% | Project Management 20%

• Managed a portfolio of 151 clients generating over $1.3M in annual revenue, achieving 97.8% client satisfaction for 24 consecutive months.
• Streamlined interdepartmental SLA resolution time by 67%, reducing from 48 hours to 8-12 hours with the implementation of the 3-2-1 process.
• Restructured Salesforce workflows, boosting visibility across 5 teams and increasing client journey transparency by 41% and satisfaction by 18% in 3 months.

Project Manager 60% | Customer Success Manager 30% | Product Trainer 10%

• Directed 25+ end-to-end SaaS implementations for Financial, Healthcare, and Property Management clients, reducing project timelines by 28% in 5 months.
• Implemented a post-implementation nesting phase, increasing product adoption rates to 80 %+ in 5 months.
• Increased client satisfaction by 31% in 10 weeks by offering expert guidance on NetSuite and Salesforce for custom workflows and reports.

Customer Success Manager 60 % | Project Manager 30 % | Product Trainer 10 %

• Cultivated strong client relationships, achieving a 33% increase in efficiency in 4 months through strategic management of milestones and objectives.
• Developed and facilitated the 'Train the Trainer' program, which resulted in the creation of 5+ new training modules, leading to a 40% improvement in new hire onboarding satisfaction scores.
• Analyzed and monitored client contracts using KPIs to assess product engagement; maintained over 90% client satisfaction for 12 consecutive months while identifying opportunities for service enhancement.

Customer Success Manager 70% | Project Manager 25% | Training Specialist 5%

• Identified and implemented process improvements that enhanced company KPIs and performance by 22% in 5 months.
• Improved client utilization by 50% within 7 months through successful training sessions and educational resources.
• Managed nationwide training for healthcare clients, optimizing training effectiveness by 42% in 10 months.