Everflow - Partner Marketing Platform

As a Senior Customer Success Operations Manager at Everflow, I specialize in driving operational excellence and elevating customer satisfaction. With a strategic mindset and robust leadership skills, I optimize processes, implement data-driven strategies, and promote cross-functional collaboration to foster business growth and enhance customer retention.

Sr. Customer Success Operations Manager

Enable the Customer Success Team to effectively carry out their responsibilities by ensuring team members have the resources, tools, and technologies necessary to not only help customers reach their goals but to strategies larger goals possible by using Everflow.

Customer Success Enablement Manager

•	Front-line account manager from a relationship and technical perspective for SaaS software
•	Ensure customers are utilizing platform to it full potential
•	Resolve all client issues, managing case tickets from “cradle-to-grave”
•	Identify and mitigate customer churn by participating in constant account reviews 
•	Evangelize products and features to clients
•	Upsell existing clients on new products and features
•	Provide client feedback in Feature Release meetings 
•	Work in conjunction with internal teams and departments for strategic planning
•	Identify growth opportunities to develop and implement solutions to achieve revenue expansion 
•	Help on-board new clients including training, Helpdesk, webinars and documentation

Customer Success Manager

Link2CITY Digital Marketing Agency

Duties
•	Onboard and maintain all client accounts
•	Work with clients to ensure project vision is translated to development team
•	Provide end-to-end Customer Service and Support to resolve all client issues, managing case tickets from “cradle-to-grave”
•	Manage and guide third-party vendors and employees to ensure consistent and efficient performance 
•	Collaborate with client, sales, development, and campaign manager to research and upsell new technologies to clients; assist sales team with presales evaluations.
•	Research, implement, and maintain internal Technology Stack for Campaigns and reporting

Notable Accomplishments
•	Implemented new data reporting and processes to streamline onboarding and monthly client reviews
•	Implemented internal Project Management System to streamline internal tasks, recurring maintenance, and assignments
•	Drafted and implemented process documentation and checklists for all common tasks, i.e., marketing setups, tag management, etc.
•	Implemented new services i.e., Accessible Website Design and Development for ADA compliance
•	Worked with principal to revamp service pricing while introducing and implementing recurring fees

Customer Success and Digital Account Operations Manager

Designbits Technology Services, Inc

•	Designed and developed web experiences 
•	Developed and maintained “best practices” for SEO standardization
•	Provided business and technical advisory services based on careful evaluation of overall efficiencies and effectiveness  
•	Advised upon and implemented solutions based on key learnings, market trends, and process improvements
•	Provided on-call remote and onsite support for desktops, networks, and applications

Technology Consultant

University of Miami School of Law

•	Promoted from previous role as Assistant Webmaster & IT Technician
•	Responsible for development, implementation, and maintenance of software utilized for all websites and technology platforms
•	Created and maintained websites for all departments, programs, and student organizations 
•	Monitored web traffic, performance, and capacity to identify, prevent, and resolve issues 
•	Developed and presented regular statistical and performance reports to leadership and Website Committee 
•	Conceptualized and implemented 60,000+ digital asset photobank
•	Maintained visual standards, including legal and copyright policies 
•	Developed first-ever self-service web publishing platform utilizing Adobe Contribute 
•	Project-directed first-ever Law School Virtual Tour in collaboration with Office of Admissions 
•	Managed New Faces project, including 600+ digital assets for various end products, supervision of project staff, and coordination of final print specifications with outside vendor 
•	Directed graphic designer in the creation of logos and collateral  
•	Managed design team, temporary employees, student webmaster, and work-study students
•	Served as a member of the Website Committee

Webmaster & Manager of Web Services

•	Promoted from previous role as IT Technician & Evening Audio-Visual Services Manager
•	Assisted Webmaster with day-to-day content updates
•	Served as frontline technician for Law School IT Service Desk
•	Assisted users by quickly and efficiently resolving hardware and software issues
•	Created tickets when needed and provided appropriate follow-up to ensure resolution 
•	Trained faculty, administration, and staff to use various applications and hardware 
•	Coordinated support team activities to meet user needs

Assistant Webmaster

•	Served as frontline technician for Law School IT Service Desk
•	Assisted users by quickly and efficiently resolving hardware and software issues
•	Created tickets when needed and provided appropriate follow-up to ensure resolution 
•	Trained faculty, administration, and staff to use various applications and hardware 
•	Coordinated support team activities to meet user needs 
•	Managed audio-visual staff handling ongoing servicing of projects and equipment 
•	Managed and implemented Law School-wide audio-visual scheduling 
•	Supervised work study students providing audio-visual services to the Law School Community
•	Trained faculty and administration to operate multimedia in classrooms

IT Technician & Evening Audio-Visual Services Manager

Borders

•	Promoted from previous role as Computer Clerk 
•	Primary store contact for all aspects of computer hardware, software, network, point of sale units, and inventory software
•	Responsible for daily backups and general maintenance of onsite servers and point of sale units
•	Performed day-to-day maintenance on all PCs, point of sale units, servers, and backup units
•	Trained management and staff on new hardware, software, and new loss prevention system
•	Managed manage enterprise-wide roll-outs, upgrades, and troubleshooting 
•	Recommended solutions based on key learnings, market trends, and process improvements
•	Served in Manager on Duty role, as needed, and resolved or escalated customer complaints 
•	Enforced all corporate and loss prevention rules while receiving merchandise 
•	Implemented new procedures for inventory loss prevention
•	As a result of these efforts, the store was rated as having recovered 29% of all inventory losses for the entire Borders chain for fiscal year 1996

Management Information Systems (MIS) Liaison & Lead Clerk 

•	Managed, maintained, and provided customer service for computer book section  
•	Provided excellent customer service at main information desk and cash wrap
•	Extensive knowledge of relevant products and publications 
•	Maintained and enforced Borders standards at all times
•	Recommended solutions based on key learnings, market trends, and process improvements

Computer Clerk

Joaquin is an AWS Certified bilingual Customer Success and Digital Account Support Manager with more than 20 years of success helping numerous high-profile organizations meet business objectives and overcome challenges. As a team-oriented self-starter, Joaquin is passionate about understanding and harnessing the power of new and emerging technologies so that customers turn into advocates, through dedicated and thoughtful customer service. He is a team-oriented self-starter comfortable working in a remote, matrixed, multi-cultural environments, and specializes in superior customer service and retention, account management and project coordination, and is able to communicate technical concepts to non-technical and/or c-level audiences.  

Notable Skills
•	Customer Success
•	Digital marketing
•	Project coordination
•	AWS Cloud Practitioner  
•	Technical support 
•	Team management
•	Client service 
•	Detail oriented 
•	Self-motivated

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