Customer Success Manager

Managed occasional-use, sports, and events business for key media customers in LATAM and the USA, delivering managed services through integrated satcom and terrestrial connectivity solutions. Led customer success initiatives by providing strategic insights and implementing product roadmaps, significantly enhancing customer health oversight and driving a 30% revenue increase from strategic renewals and expansions within 12 months. Advocated for customer retention through direct engagement and feedback loops, improving overall satisfaction and retention rates by 10%. Developed and implemented strategic partner programs based on customer insights, achieving a 20% improvement in customer satisfaction metrics over one year. Supervised customer onboarding processes, ensuring seamless service adoption and maximizing value through training and collaboration with internal teams to support project timelines.

Managed client relationships with marine companies, ensuring delivery of tailored IT and connectivity services that met operational and compliance needs at sea and onshore. Established and nurtured executive relationships with key stakeholders to foster trust, resulting in 15% account growth and proactive identification of retention risks. Streamlined bid management processes, achieving a 15% increase in awarded contracts by implementing efficient workflows. Collaborated across departments to proactively manage a customer base in the Mediterranean yachting sector, boosting retention by 10% through targeted support initiatives.

Managed customer relationships coordinating sales and marketing activities, ensuring seamless execution of campaigns and sales. Built strong relationships with clients, delivering customized account plans that contributed to a 15% sales growth and supporting a 25% retention rate. Worked collaboratively with cross-functional teams managing a diverse portfolio of over 10 key accounts, achieving a 30% revenue increase through targeted marketing and proactive engagement strategies.