Dedicated Customer Success Manager with over 8 years of expertise in client relationship building, KPI monitoring, workforce management, and compliance. Proven track record of driving operational excellence and customer satisfaction.
Expertise in developing success plans, building relationships, and ensuring customer satisfaction and retention.
Proficient in setting, tracking, and analyzing KPIs to drive team performance and operational improvements.
Experienced in real-time monitoring, FTE calculation, and workforce planning to optimize productivity.
Skilled in applying Scrum methodologies for project execution and achieving organizational goals.
Fortrea Formely Labcorp
Understand the customer’s requirements, challenges, and what business outcomes and value they are expecting from their investment, Crafting Success Plans that include agreed upon scope, metrics, onboarding and adoption plans and clear timelines that leads to highly impactful customer outcomes, Monitor customer health and proactively identify issues by engaging all available resources to resolve the issue and strategically mitigate risk, Act as the main escalation point for business and technical issues, providing centralized and dedicated ownership within JumpCloud, Own and execute contract renewals, Identify expansion opportunities by understanding customer needs and partner with Account Managers to drive expansion opportunities, Partner with Account Managers to develop joint strategic Account Plans deepening customer relationships and driving additional value, Maintain an understanding of JumpCloud products and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs, Maintain quantitative and qualitative value that clearly indicates a customer’s return on investment, Conduct business reviews to drive executive engagement by summarizing business value and future growth strategy, Maintain expertise in platform product capabilities and how our solutions solve customer IT needs, Onboarding time to value, Customer health and adoption, Customer Retention
RingCentral Co.
Cadence meetings., Mutual Plan., Ensure that every customer is able to effectively put our products to work., Build effective relationship., Drive Success ., Focused on building close, long-term client relationships., Ensure that customers have a great experience., Provide personal assistance in any issue or problem customers has with the RC technology., Reach and exceed KPI´s established by the company.
Bachelor’s degree
Scrum Master
Hi, hello, this is Oscar Lorenzani, I'm 51 years old. I have been working for 25 years for American Companies' main office. In the last four years I have been working as a customer success manager. From Malaysia I was a customer success manager, I assigned for new customers that were using our database for the Fortria. I was in charge of the training, support, and idea about any new users, and everything about the system also I am in charge of.
Descubre otros profesionales con experiencia similar
Knowledgeable in AML regulations, compliance reporting, and training facilitation to ensure regulatory adherence.
SpotOn Co.
Weekly meetings to check KPI´s with Manager., Weekly meeting with every analyst., Weekly reports to Manager., Daily coaching and monitoring KPI´s, Daily 15 minutes stand up meeting with Representatives., One & One personality test for all team ., Monitoring calls., Provide Feedback., Follow up opportunity keys., Fill out coaching reports., Define monthly, weekly and daily action plans.
AT&T Co.
Scrum project applied to KPI´s ., Effective Coaching project., Reach and exceeds monthly goals., Manager of the month., Project with WFM for real time monitoring., Weekly meetings to check KPI´s with Manager., Weekly meeting with every analyst., Weekly reports to Manager., Daily coaching and monitoring KPI´s., Daily 15 minutes stand up meeting with representatives., One & One personality test for all team ., Monitoring calls., Provide Feedback., Follow up opportunity keys., Fill out coaching reports., Define monthly, weekly and daily action plans.
City Banamex Co.
Real Time Monitoring., FTE Calculation., Headcounts Forecasted., KPI’s follow-up., Intraday conditions., Daily Managers Meeting., Weekly Team Meeting., Monday operation Meeting., Team maturity assessments., Make codifications., Daily action plan to reach KPI’s goals., Adequate use of Nice.
Western Union Co.
Compliance Officer ., Antimony Laundering Training Facilitator., Follow up AML reports ., Team Meetings., Send Daily Reports ., Weekly Meetings ., Daily Meetings with customers ., Get Polling., Get Parms ., Clean Pollings & Parms ., Made the upgrades for engineers on site., Work on Window Migration ., Coaching ., Meetings ., Reports .
