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Customer Success Enablement Program Manager

Sales Assembly

Major Accomplishments:
Þ Designed and facilitated 4 CS programs performing above the
4.32 CSAT average
Þ Created multiple new resources to improve the Thought Leader
experience and internal operations resulting in ~10 hours/month
saved.
Þ Increased CSAT from 4.02 to 4.54 for ‘24
• Facilitates outcome-focus coaching sessions to a 150+ community of SMEs whom deliver weekly revenue enablement programs to ensure overperforming CSAT
• Applies business intelligence and sales discovery techniques to improve the Thought Leader and Client experience, and determine product innovation strategies
• Leads cross-functional efforts with GTM and other teams to support company KPIs
• Maintains high levels of operational efficiency by creating frameworks and processes while balancing multiple projects and keeping an agile startup mindset

Head of Program Experience

• Major Accomplishments:
Þ Secured 3 two-year renewals (~$83k) within first quarter.
Þ Introduced price increases to 25% of BoB at time of renewal
• Partnered with VP of Member Success to revamp the Client Implementation experience resulting in higher product adoption
• Built a cross-functional cadence from scratch with VP of Product Management to maintain high levels of risk-visibility into Enterprise clients
• Collaborated with senior members of the team to optimize the entire customer lifecycle creating new milestones, MoVs, and risk indicators
• Evangelized the Sales Assembly with new stakeholders as part of multithreading efforts to drive higher results

Director of Member Success

St Pete Pride

•	Performed Board Secretary duties such as: taking minutes, facilitating communication between all board members, create, set and ensure agenda items were followed at meetings.
•	Optimized the volunteer network by creating two leadership roles to oversee the entire volunteer lifecycle experience
•	Performed additional duties needed for advancement of the Organization’s mission and vision

Secretary | Executive Board Member

St Pete Pride was created out of a desire to ensure a safe space for all people of the LGBTQIA+ community of Tampa Bay, to celebrate unity and the many things that make us similar. As we move forward into a bright new future, we do so purposefully and with intention to not just embrace those similarities but welcome, celebrate and promote respect for the many intersections of the human experience. We value and respect diversity in its many forms: race, ethnicity, ability, class, faith, age, gender identity, sexual orientation and experience. We honor the visible and invisible qualities that make each of us who we are. We center Black, Brown and Trans voices that so often go unheard because we know Diversity, Equity, and Inclusion are the ultimate acts of PRIDE.

Board Member

WorkTango Inc.

Promoted on Jun. 30 from ENT Customer Success Manager (Feb. – Jun. ’22) • Major Accomplishments:
Þ 200% CSQL achievement in Q2 & Q3 ’22,
Þ Expanded Book of Business from ~$2.5M to ~$3.6M ARR Þ 80% gross $ retention average
• Served as the post-sales product SME to support pre-sales teams during the demo, RFP and discovery process
• Developed and nurtured relationships with key customer stakeholders by positioning myself as a trusted advisor focusing on renewals, expansion and advocacy
• Maintained high-levels of forecast accuracy by ensuring deal notes were updated and recorded in the CRM and providing quarterly business reviews for internal company stakeholders
• Created mutual success plans to maximize customer growth and retention
• Conducted regular check-ins and success planning sessions with customers,
aligning product usage to their critical success criteria and business objectives
• Partnered with product teams to communicate customer feedback, helping shape the product roadmap and delivering features that directly addressed customer pain points
• Collaborated with sales and product teams to ensure seamless renewal processes, aligning customer needs with service offerings and contract terms

Senior Enterprise Customer Success Manager

Kazoo is now WorkTango

Q2 2022
-Expanded Book of Business to $3,051,693.84 ARR (20% Increase)
-Reduce BoB at-risk accounts to 30%
-Surfaced $228,201 ARR in CSQLs (Total of 9 CSQLs)
-Oversaw and supported $364,437.68 ARR in renewals
-Delivered 100% achievement on Q2 CSM Deliverables and Success Metrics with 21 days left in the Quarter.
-Delivered 100% of CSM team goals halfway through Q2
-Collaborated with Sr. Manager, Customer Success and Customer Communications Manager creating Customer Playbooks
-Served as Interview panelist for new CSM hires

Q1 2022
-Inherited a $2,547,948.88 ARR Book of Business
-45% BoB was identified at risk
-Surfaced $91,016.00 ARR in CSQLs (Total of 5 CSQLs)
-Oversaw a $45,045 ARR renewal; collaborated with the customer’s and Kazoo + WorkTango’s legal team to finalize agreement post previous CSM’s departure

Customer Success Manager - Enterprise

Kazoo is now WorkTango
• Promoted on Feb. 15, ’22 to ENT Customer Success Manager
• Major Accomplishments:
Þ Implemented $270K ARR within 5 months from start date
Þ Q4 CS Core Value Award winner and Q3 CS Quickest Learner Award
winner
Þ Onboarded a net new customer after 2 weeks from start date
Þ Beta tested the company’s migration project by upgrading the first
legacy customer to the new platform
• Served as technical advisor and product SME on the entire WorkTango suite of products
• Partnered with customer’s technical teams to ensure optimal and timely onboarding
• Kept high levels of product understand and organized and led product workshops to introduce new features, increasing product adoption
• Collaborated with Sales and Account Management to help close net new business and expansion opportunities

Implementation Manager

Drift

134.9% Q1’22 Overall Goal Attainment
-97.3% Q1’22 Overall  Net Retention
-84.6% Q1’22  Overall Gross Retention

161.2% Ramping Quota Attainment
-99.9% Jan. ‘21 Net Retention Attainment

Customer Success Manager

•	Promoted on Oct. 1, ’20 to Customer Success Manager
•	Major Accomplishments: 110% average quota attainment
•	Utilized story telling skills to engage executive stakeholders by narrating Drift’s solution
•	Organized and led pre-sales discovery calls presenting the Drift solution and identifying revenue opportunities
•	Prescribed Drift use cases to Account Executives that better fit the prospect’s pain points

Sales Development Representative

Freelance Dance

Originally from Ecuador, I am a choreographer, educator, and performer currently based between Central Florida, U.S.A. and Paris, France. The explorations of physical and internal sensations that result from physical actions are central to my work as a performer and choreographer. As a Yoga Instructor, I  utilize basic Asanas and the practice of Pranayama (breath support) to promote a healthier lifestyle by working towards a balanced mind and an aware body.

Dance Artist - Yoga Instructor

Development Director

Bates Dance Festival

•	Due to my extensive experience in sales and customer service, I served as the festival’s store manager during my first year as an Arts Administration Intern (2015). During this year, I was in charge of maintaining an accurate inventory of the entire festival’s merchandise as well as serve as the sales associate for said merchandise. Additionally, I was a direct supervisor and coach for a student assistant/work study.
•	Due to my high performance during my first year as an intern, I was offered the opportunity to return twice more in 2016 and 2017. During this three year run as an intern, I duplicated the sales and revenue of the festival’s store. Also, I reinvented the tracking system of sales by creating a digital platform on Microsoft Excel where all the information is now stored digitally.
•	Lastly, during my third year as an intern, I started to adopt new responsibilities where I became the direct assistant of the Festival’s House Manager and Box Office Manager where I was responsible for the sales of all the Festival’s performances and also responsible of all the necessary deposits, bookkeeping, and till balances of all the festival’s merchandise.

Administrative Intern

College of Central Florida

•	During my tenure at the office of Student Life at CF, my supervisor often recognized me for my attention to detail and determination to ensure the satisfaction of the students. Some of my duties included: providing students with options to increase their involvement on campus, manage multiple calendars such as: my supervisor’s, college vehicle utilization, conference rooms, etc., front desk duties, ensure and promote a safe, professional and fun environment for students and workers, in addition to serve as a direct assistant for the Director of Student Life.

Administrative Assistant

Best Buy

•	Lead Sales Consultant (Jul. 2015 – May 2017)
➢	Due to my optimal performance as a Sales Consultant, I was promoted to Lead Sales Consultant. Some of the factors that were taken into consideration for this promotion were my language skills as well as the satisfaction comments customers expressed after working with me. As a Lead Sales Consultant, I managed to increase the sales number of Best Buy’s own protection plan for cellphones by personal studying the plan in order to better explain it to customers as well as offer one-on-one coaching sessions with my co-workers.
➢	Further duties and responsibilities included: key holder, direct assistant to General Manager and Assistant Manager, basic bookkeeping tasks such as: till balance, end of the night deposits, etc., coaching of new hires, in addition to all other necessary tasks to ensure the optimal performance of the enterprise. 

•	Sales Consultant (Jul. 2013 – Jul. 2015)
➢	During my two-year tenure as a Sales Consultant, I was named “Seller of the Quarter” four times (Q3 – 2013; Q4 – 2013; Q3 – 2014; Q4 – 2014). Additionally, due to our team performance, we obtained the “Store of the Quarter” award during the Q3 and Q4 terms in 2013.
➢	Some of my duties during my tenure included but were not limited to: sales, customer service, self-studying to ensure I was up-to-date on new services offered by the enterprise and its partners.

Lead Sales Consultant

➢	Served as a consultant for personal consumers inquiring about wireless services.
➢	Assisted consumers in the acquisition of mobile phones and other portable devices.
➢	Presented and analyzed information to personal consumers. This information consists of, but it is not limited to wireless providers services, costs and long-term agreements, basic technological skills for the handling of mobile devices, solutions for technical and non-technical questions.
➢	Performed customer service tasks such as, but not limited to technical assistance for mobile phones and other portable devices, liaison between consumers and wireless services providers, answering phone calls and providing help over the phone, and point of sale.

Sales Consultant

Product Management at Sales Assembly | 🇪🇨🇭🇳🇵🇷🏳️‍🌈 | Implementation | Lifecycle Management | Expansion & Retention | Avid Learner | Yogi

Trilingual, adaptable, and mission-driven professional with over five years of experience in human-centered work and the SaaS industry. Proven expertise in building business intelligence, product design, and fostering community engagement. Adept at articulating value, resolving complex conflicts, managing relationships, and facilitating cross-department collaborations. Skilled in leveraging data and analytics to drive strategic decisions and enhance product iterations. Experienced in designing and facilitating training programs, managing multiple projects, and balancing competing priorities with precision and reliability. Passionate about creating impactful, mission-driven solutions and thriving in fast-paced environments. Open to relocation.

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