Summary
Overview
Work History
Education
Skills
Websites
References
Recommendation
Timeline
Generic

Stephen Gomes

Providence,RI

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

12
12
years of professional experience

Work History

Customer Success Team Manager

Peek
05.2023 - Current
  • Transformed Customer Success team into a revenue-generating function focused on upselling; grew team headcount by 50% and doubled accounts managed per person.
  • Achieved lowest annual revenue churn rate in company’s history (12% in 2021; 8% in 2022; previous years ranged from 20% -37% revenue churn).
  • Built out new training, tools, operations, and incentive plans to introduce and implement upsell motion, which generated $400k+ in new revenue in H12023.
  • Stood up Product Enablement function from 0-1; created new hire onboarding, introduced an LMS, built out self-paced continuous upskilling courses, and rolled out GTM motion.

Customer Success Team Lead

Peek
04.2022 - 05.2023
  • Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
  • Create scalable processes to double team (including overhaul of team focus, onboarding processes & structure).
  • Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.

Customer Success Manager

Peek
10.2020 - 03.2022
  • Manage project from pre-sales through install for Mid-Market level SaaS adoption.
  • Tasked with growing our largest clients to increase revenue and stability.
  • Fighting churn by working cross-functionally with product, support, implementation, sales, and executive teams to find solutions and improve processes.

Operations Manager

One Touch Brands
05.2020 - 10.2020
  • Integrate, analyze, and improve organizational processes while advancing quality and efficiency within the telemedicine SaaS industry providing telehealth care solutions to healthcare providers shaping the future of patient and provider communication
  • Procurement and implementation of HubSpot into day to day workflow to result in a companywide cs and retention program.

Assistant Director of Operations

Walks LLC
04.2019 - 03.2020
  • Improve the business processes for each department through analysis and collaboration to develop financial budgeting and spend for the US division of travel/tourism
  • Assist with marketing strategy, creation, and advertising initiatives for 20% increase in overall US sales growth from 2019-2020 YTD
  • Support top-level decision making and strategy planning, forging productive relationships as a key advocate for various personnel issues, while managing three operation specialists in each US market
  • Set, enforce, and optimize internal scheduling and inventory policies to maintain efficiency and responsiveness to client demands.

Partner Relations Manager

Walks LLC
03.2018 - 03.2019
  • Identify key contacts with potential client companies via B2B partnerships to establish and foster relationships while growing the business by identifying new sales and business development opportunities
  • Monitor and assess the activities of our competitors to proactively satisfy and retain our clients
  • Build and maintain relationships with venues, museums, and archaeological sites to close special agreements for exclusivity, including proprietor access within Disney’s New Amsterdam Theatre, Statue of Liberty Ellis Island, and the Metropolitan Museum of Art
  • Work as a brand ambassador/affiliate to set up strategic press trips and outreach campaigns for travel bloggers to expand brand-awareness for the launch of new territories/tours.

Operations Specialist

Walks LLC
10.2016 - 03.2018
  • Set and improve customer experiences to ensure operational efficiency while completing all aspects of company’s daily operations including inventory management, supply maintenance, quality checks with external stake holders
  • Generate reports of findings to help management make key decisions regarding scheduling and margin by tours
  • Daily communication with in-market managers ensuring their operational needs are met, and all pertinent information is communicated back to local teams for upcoming tours and product changes.

Customer Success Manager

Main street hub
02.2016 - 08.2016
  • Consult and educate a portfolio of small business owners, including, but not limited to, the full ownership of the client experience through proactively recommending products and services that meet client needs regarding revenue, upsells, and overall customer satisfaction
  • Consistently outpace sales and retention goals, averaging 97% account retention
  • Cultivate a book of accounts worth over $85,000 with 200+ customers
  • Taught new hires industry best practices in ongoing training platforms.

Digital Marketing Executive

The Hartford Courant
09.2014 - 12.2015
  • Brand ambassador in charge of executing digital marketing campaigns for designated clients, with involvement in the ideation, planning, implementation, measurement, and optimization process with 100+ SMB’s in the local Hartford, CT region
  • Develop and execute multiple print and digital advertising efforts to enhance brand visibility in the local online publishing industry
  • Direct traffic growth strategies, including SEO, affiliate linking campaigns, content distribution, and email marketing to a book of business including over $150k net profit
  • Implement digital marketing activities across a broad range of channels (SEO, SEM, Social Media, Email, Mobile, Display).

English Language Instructor

Xplore asia
09.2013 - 08.2014
  • Display cross-cultural communication skills while teaching English as a secondary language in Thailand
  • Challenge and engage students through in-depth lectures, debates, and discussions using current literary subjects
  • Build and instruct learning and citizenship skills to help with personal growth, in addition to increasing academic knowledge
  • Wrote lesson plans to teach Thai students English vocabulary and grammar while displaying strong public skills while presenting lesson plans to a classroom of thirty students.

Account Services Coordinator

Education First
04.2012 - 09.2013
  • Provide administrative and customer service support to account executives, media planners, and client services managers while assisting in day to day administration of marketing, public relations, and advertising initiatives to attract potential customers and retain current clients with the agency
  • Provide top-notch customer care by responding to requests, assisting with product selection, and handling ordering functions for the Cultural Care au Pair department
  • Direct internal calls to internal personnel and departments, routing to the best qualified solution caretaker
  • Responsible for disputing chargeback requests filed against Cultural Care Au Pair while tracking and verifying State Department regulated compliance.

Education

Bachelor of Arts - Business Communications

Keene State College
Keene, NH
05.2011

Skills

  • SaaS Renewals/Sales
  • Enterprise business development
  • Customer Relationship Management
  • Salesforce/CRM
  • HubSpot integration
  • Google analytics
  • Process Optimization
  • Inventory management
  • Cross Functional Team Collaboration
  • Data Analysis

References

  • Alex Banfich Menendez, VP of Customer Success & Support, Peek, (219) 629-0526, ambanfich@gmail.com
  • Sue Sheats, Director of Partner Relations Development, Walks LLC, (703) 967-9336, suesheats@comcast.net
  • Lauren Cardinale, Operations Manager and Product Development, Walks LLC, (504) 920-8279, lwcardinale@gmail.com
  • Ashley Sullivan, Senior Trainer and Customer Success Manager, Main Street Hub, (832) 233-0089, ajsullivan89@gmail.com

Recommendation

This is a letter of recommendation for Stephen Gomes. Stephen worked for me at Walks in several escalating capacities, ranging from administration to operations manager in quick succession. Stephen was hired prior to my arrival at Walks and exhibited outstanding performance from day one. I was fortunate enough to have him at my side throughout my employment there. Stephen has a rare combination of brains, vision and kindness that is quite impressive. Here are a few highlights: Stephen is an extraordinarily detailed manager. He is a particularly rapid learner and shares his insight with others willingly. Stephen does his job to perfection, then learns other positions and departments, of his own volition, then shares his knowledge and skills with whomever needs the insight. “Just ask Stephen” was the standard response when anyone wanted to know just about anything. Stephen was located in company HQ in Austin, Texas, but the bulk of revenue producing operations happened throughout in Europe. Stephen’s wit and charm endeared him to everyone, prompting easy flow of information and general good will throughout the system. His ability to see overall need and to implement any necessary revision was/is exceptional. Stephen is the best team player I have ever met. Regardless of the circumstances, he would jump in, and calmly figured out all that needed to be taken care of, literally rescuing whatever function was about to collapse. Another attribute that needs to be highlighted is Stephen’s ability to communicate with and for clients. When handling partner relations, he was thorough and efficient, however, it was his innate ability to relate to the clients and handle any issue with finesse that made him stand out. Stephen is definitely goal driven and will keep whomever he leads, or reports to, focused and accountable. I’ve caught myself praising Stephen as my right hand, but truth be told, he and I both knew he was my “better half” or more. Stephen’s calm competence, his positive attitude and sense of humor make him popular among customers and colleagues alike. And did I mention he is whip smart? In short, Stephen has a tremendous amount of potential and would be an outstanding addition to any organization lucky enough to find him. I am confident in recommending Stephen for employment with any worthy company. If you have any further questions or would like to speak with me personally, please feel free to contact me. 


Sincerely, Susan Sheats

Susan Sheats, 703-967-9336, suesheats@comcast.net


Timeline

Customer Success Team Manager

Peek
05.2023 - Current

Customer Success Team Lead

Peek
04.2022 - 05.2023

Customer Success Manager

Peek
10.2020 - 03.2022

Operations Manager

One Touch Brands
05.2020 - 10.2020

Assistant Director of Operations

Walks LLC
04.2019 - 03.2020

Partner Relations Manager

Walks LLC
03.2018 - 03.2019

Operations Specialist

Walks LLC
10.2016 - 03.2018

Customer Success Manager

Main street hub
02.2016 - 08.2016

Digital Marketing Executive

The Hartford Courant
09.2014 - 12.2015

English Language Instructor

Xplore asia
09.2013 - 08.2014

Account Services Coordinator

Education First
04.2012 - 09.2013

Bachelor of Arts - Business Communications

Keene State College
Stephen Gomes