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Mark Cerda

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Driven Strategic Client Success Manager with a rich background in customer success and implementation, I bring over 7 years of experience to the table. Throughout my career, I have excelled in remote management of high-value accounts, demonstrating a keen ability to collaborate with stakeholders and efficiently coordinate resources for seamless service delivery. In my most recent role as a Customer Success Manager at Gem Inc., I successfully oversaw a portfolio of high-value accounts, managing $800,000 in total client assets. My proactive approach involved collaborating with diverse stakeholders to identify and address business challenges, set measurable goals, and report on ROI. I took pride in enhancing user workflow experiences and product offerings in close partnership with the Product Team, with a focused aim of increasing client dependency on our solutions. Notably, I exceeded renewal targets even during challenging economic quarters, showcasing resilience and adaptability in client retention strategies. As an Enterprise Customer Success Manager at POPi/o, I managed a complex portfolio of 15 high-value enterprise clients, ensuring effective service delivery and maintaining strong relationships with top-tier customers. My collaboration with VP and C-Level executives resulted in enhanced product utilization across diverse business lines, providing in-depth solutions to address key pain points. My expertise extends to successful implementation roles, such as my tenure as a Qualtrics Implementation Specialist/Customer Success Manager at Red Pepper Software. There, I achieved Qualtrics CX certification within the initial month, managing comprehensive client portfolios, and exceeding upselling targets by 150%. In all my roles, I have demonstrated proficiency in project management, client communication, and a knack for exceeding targets. I am now seeking a new challenge as a Enterprise Client Success Manager, where I can leverage my skills to contribute to the success of a dynamic organization. Let's connect! Feel free to reach out for discussions on strategic sourcing, customer success, or anything related to enhancing operational efficiency.

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