Xiomara Diaz
Kissimmee,FL
Summary
Customer Success professional driving SaaS adoption and client success through hands-on onboarding, strategic training, and proactive retention. Bilingual in English & Spanish, I help clients achieve early wins, streamline workflows, and grow confidently with technology.
Overview
5
5
years of professional experience
Work History
Account Manager/Onboarding Specialist
PlanHub
01.2023 - Current
- Accelerated Client Success: Guided numerous clients to secure projects within their first 90 days by ensuring full adoption of platform tools, strategic account setup, and personalized business support.
- Enhanced Efficiency through Training: Delivered comprehensive training on PlanHub's Takeoff software, enabling users to master digital measurement tools and eliminate outdated manual workflows, thereby boosting both efficiency and confidence.
- Bilingual Support Excellence: Led engaging one-on-one and group onboarding sessions in both English and Spanish, building strong client relationships and increasing retention through personalized support and education.
- Cross-Department Collaboration: Worked across Legacy, Save, Takeoff, and 90-Day Success teams to support account health, contribute to churn reduction strategies, and improve client lifecycle outcomes.
- Data-Driven Insights: Analyzed regional performance trends and contributed actionable insights to improve retention tactics, including early identification of risk factors and save strategies.
- Resource Development: Created custom training materials and client resources to close onboarding gaps, ensuring every user-regardless of language or background-was equipped for success.
- Consistent Performance: Consistently met or exceeded key performance metrics while balancing a demanding workload, demonstrating a strong commitment to client outcomes, team collaboration, and operational excellence.
Licensed Health Insurance Agent
Health Plan One
08.2020 - 07.2023
- Recognized as Top Sales Agent and awarded Rookle of the Month for outstanding performance and rapid ramp-up in sales metrics.
- Guided clients through WellCare Medicare Advantage plans, providing expert advice on plan options while ensuring compliance with Medicare regulations and HIPM/PHI standards.
- Delivered consultative sales presentations, addressed client objections, and educated seniors on Medicare Advantage benefits to drive informed enrollment decisions.
- Built strong client relationships through clear communication, personalized guidance, and a commitment to excellent customer service.
Skills
- SaaS Platform Training & Adoption
- Takeoff Software
- Data Analysis & Reporting
- CRM Tools
- Content Development
- Webinar Hosting & Virtual Training
- Customer Journey Mapping & Experience Optimization
- Strategic Upselling & Cross-Selling
- Bilingual Client Support
- Conflict Resolution & Retention Strategy
- Cross-Functional Collaboration
- Process Improvement & Efficiency Optimization
Websites
Personal Information
Title: ACCOUNT MANAGER
Timeline
Account Manager/Onboarding Specialist
PlanHub
01.2023 - Current
Licensed Health Insurance Agent
Health Plan One
08.2020 - 07.2023
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