Tatiana Santos
Lehi
Summary
Dynamic Senior Customer Success Manager at Entrata with a proven track record in client retention strategies and data analysis. Expert in fostering relationships and advocating for customer needs, driving product improvements. Skilled in mentoring teams and enhancing customer satisfaction, resulting in increased engagement and loyalty across key accounts.
Overview
12
12
years of professional experience
Work History
Senior Customer Success Manager
Entrata
Lehi
03.2016 - Current
- Developed training materials for clients to enhance software usage.
- Facilitated regular check-ins to assess customer satisfaction and needs.
- Collaborated with cross-functional teams to resolve client issues swiftly.
- Maintained comprehensive documentation of customer interactions and feedback.
- Analyzed customer data to identify trends and improvement areas.
- Mentored team members in best practices for customer engagement.
- Monitored customer support tickets in order to identify common problems or issues that need addressing quickly.
- Tracked customer satisfaction metrics such as product usage, adoption rates, engagement levels, retention rates, and feedback surveys.
- Provided guidance on how to use the software product in order to maximize value from it.
- Collaborated with sales teams to develop strategies for upselling and cross-selling products or services.
- Developed relationships with key decision makers at target accounts in order to increase renewal rates across all accounts managed by the team.
- Developed and implemented customer success plans to ensure that customers are achieving their desired outcomes.
- Demonstrated and explained product features and benefits to overcome customer objectives.
- Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
- Drove customer escalations to resolution by engaging directly with clients.
- Collaborated with product development teams to incorporate customer feedback into new releases.
- Advocated for customer needs within the organization, driving product improvements.
- Managed and maintained a portfolio of key accounts, fostering long-term relationships.
- Implemented customer feedback loops to gather insights and improve products and services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
Support Team Lead
Entrata
Lehi
07.2014 - 03.2016
- Trained new team members on customer support protocols and tools.
- Developed and maintained knowledge base for internal reference and training.
- Coordinated communication between departments to resolve customer issues efficiently.
- Analyzed support tickets to identify trends and improve processes.
- Implemented feedback mechanisms to gather insights from team members and customers.
- Led regular team meetings to discuss challenges and share best practices.
- Assisted in creating training materials for ongoing team development initiatives.
- Trained new employees on company policies and procedures related to customer service.
- Analyzed customer feedback data to identify trends in customer satisfaction levels.
- Resolved escalated customer inquiries in a timely manner.
- Developed plans for team growth and identified areas of improvement.
- Lead daily stand-up meetings with the support team to review progress on tasks.
- Mentored junior staff on customer service techniques, problem solving strategies, and product knowledge.
- Monitored ticket queues to ensure all tickets were responded to promptly and accurately.
- Provided technical support to customers and troubleshoot software issues.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Maintained up-to-date knowledge of software and technical developments through reading and training.
- Identified and resolved issues to maintain connectivity and minimize downtime.
- Maintained positive working relationship with fellow team member and management.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Education
CAD For Fashion Design Art Certificate Program - CAD Design
Fashion Institute of Technology
New York (City), NY09-2013
High School Diploma -
Memorial High School
West New York, NJ06-2006
Skills
- Customer success
- Customer relationship management
- Data analysis
- Training development
- Product knowledge
- Client retention strategies
- Cross-functional collaboration
- Escalation management
- Performance tracking
- Mentoring team members
- Problem solving
- Effective communication
- Customer advocacy
- Customer satisfaction
- Relationship management
Timeline
Senior Customer Success Manager
Entrata
03.2016 - Current
Support Team Lead
Entrata
07.2014 - 03.2016
CAD For Fashion Design Art Certificate Program - CAD Design
Fashion Institute of Technology
High School Diploma -
Memorial High School