St. John's University

Fordham Prep

Senior Client Success Manager with progressive client services management experience in customer-centric organizations

Slack

Senior, Enterprise Success Manager  | Lead, Fuego ERG (LatinX ERG)

• Empathize with every aspect of the customer experience, putting customers’ needs first.
• Guide and coach customers with a proactive customer success processes.
• Coach customers to be product specialists and train their teams on Slack standard methodologies so they become increasingly self sufficient.
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
• Identify common customer challenges to suggest better solutions.
• Partner with Slack’s Account Executives to help them drive growth.
• Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
• Adapt existing customer onboarding assets and work with product marketing to refine them over time.
• Help drive customer references and case studies.

Customer Success Manager, II

With Eden Inc., as Manager, Enterprise Client Success Operations; I excel as primary customer contact for marketplace, SaaS products and services. Managing customer success and operational activities with a provision of "wow" customer experience throughout from initial stages of onboarding and onsite interactions to continued engagement and retention.
•	Manage an Enterprise book of business of over $5,000,000 in ARR
•	Evaluate key metrics, create weekly decks, and conduct regular check-ins with clients with a  strong focus on client-base retention/expansion, project retention, and increase in client scope
•	Coordinate customer needs and feedback with concerned departments to continuously optimize customer experience through product and process improvement.
•	Enable development team with Beta testing new product enhancements and releases
•	Improve efficiency and streamlined communication between internal teams with an ultimate goal of client satisfaction and retention
•	Orchestrate and deliver customized operational COVID-19 “Back to Work” plans for key clients

Eden

Manager, Enterprise Client Success Operations

During this tenure as Senior Client Success Manager, I delivered strategic guidance and leadership to a dedicated 24/7 working group (issuer counsel, underwriter counsel, bankers, auditors, consultants, and customer) throughout the completion of the transaction. Here, I partnered with internal, cross-functional teams, including product management, sales, marketing, engineering, and finance. Also, I managed to deliver of high-quality service and support under pressure.
•   Played a leading role in preparing and filing IPOs for Slack, Beyond Meat, WeWork and Sprout Social
•   Developed and implemented onboarding project plans for Capital Markets transactions
•   Championed customer responsiveness and ensured prompt resolution of highlighted issues/concerns
•   Developed methods of project management that allow for continuous improvement in customer satisfaction
•   Fostered strong working group relationships and identified opportunities for sustainable business growth
•   Contributed to identify potential revenue opportunities within the framework of organization-wide strategy
•   On-boarded customers and headed initial deployment and integration of Wdesk.

Workiva

Senior Client Success Manager

•	On boarded, trained, and empowered four new Client Success Managers

Intralinks

Team Lead, Customer Success

Here, I collaborated with management and stakeholders to determine project scope, goals, and deliverables to exceed business objectives. I planned and chaired necessary training with client team members via Webex or onsite. I documented client engagement, project implementation, time record, issues/resolutions, and internal and external communication.
•	Partnered with client teams aimed at delivering essential trainings along with reviewing best 
        practices, user manuals, product features, and technical requirements for successful product utilization
•	Optimized communication with clients to ensure seamless project implementation, review ongoing needs, as well as provide on-time solutions and recommendations to drive adoption
•	Influenced foster adoption by increasing client awareness and leveraging new product features and functionality by identifying industry trends
•	Collaborated with various internal teams to drive client solutions, communicate feedback, identify areas for improvement, and manage existing processes and relationships

Senior Customer Success Manager, M&A

Here, I managed and optimized operations of multi-million dollar publishing firm that services frame and optical manufacturers. I administered billing and client contact details for 150+ eyewear manufacturer accounts and 7,000 software subscribers. I oversaw all aspects of operations such as records and image administration. Also, I liaised actively with company’s President and Vice President as well as Accounting, Sales, Photo Studio & Art, and Development departments. I supervised scheduling, data extraction, and page production of 21 annual print publications with multiple deadlines in a multi-step production process.
•	Ensured on-time delivery and data integrity of digital products such as CDs, websites, and extracts
•	Advertised company products and attended trade shows to meet existing and potential clients
•	Introduced pricing changes to meet growth opportunities and secure new clients
•	Brainstormed and project managed the redesign of the internal and external website. Increased branding initiatives to expand market reach

Frames Data

Senior Manager, Client Services

I managed the day to day Business, Real Estate, and Financial operations for the company. I was the point person for client interaction and  was responsible for management of all departments in three offices.

R.E. Business Group

Operations Manager

Interviewed, hired, and trained over 60 Client Service Professionals.
Managed all CSPs in each of the 17 offices in the district and served as liaison between the CSPs and management.
Audited, produced, and evaluated company reports regarding office revenue and overall district performance.

H&R Block

Director, Client Services

Responsible for all daily operational issues.
Managed  incoming and outgoing financial transactions with patients and vendors.
Handled basic Accounts Payable and Accounts Receivable.

Luis Norberto