Eptura

Strategic, Customer Success Manager

Principal Customer Success Manager

Senior Customer Success Manager 

SmartMoving Software

SmartMoving is the only software tool your moving company needs. Whether you’re a one man operation or you have franchises across the country, maximize your sales, marketing, operations, and profits with the one software tool that makes every part of your company achieve its potential.

Customer Success Manager

ePesos

Co-founder & Manager, Customer Success

Co-founder & Manager, Business Development

QUANTUM CAPITAL

Manager, Central Mexico Operations

Strategic Planner

Customer Success addict | Customer obsessed | CS Ops | Data lover | Top 100 Strategist @ Eptura

I did not choose Customer Success. Customer Success chose me.

In 2020, I took a step back from my leadership role to go all in on Customer Success. I believe the best Customer Success leaders are those who have walked the path, understand the role inside and out, and know what it takes to drive results. This is the journey I’m on, building expertise and laying the foundation for impactful leadership in the future.

In just four years, I’ve grown from an entry-level CSM to a Strategic CSM. Along the way, I discovered a deep passion for empowering other CS professionals to thrive in their roles. Through my newsletter and the two guides I’ve written—Onboard Yourself and Raising the Bar—I share actionable insights and strategies to help others navigate the complexities of this role.

As a Strategic CSM, I’m focused on helping global enterprise organizations achieve their goals by leveraging data-driven strategies and tailored solutions for their specific needs. Whether it’s fostering collaborative cultures, driving change and adoption of innovative tools, or solving complex business challenges, I thrive on guiding customers toward measurable results.

I’m a process addict with an engineering background, driven by curiosity and data. Numbers tell stories, and I love unraveling them to identify opportunities for expansion and growth. I believe in the power of people and data—track the right metrics, and improvement will follow.

Customer Success is where I’ve found my true passion—helping customers achieve their desired outcomes and seeing their growth is incredibly rewarding. I believe CS is the catalyst for any company's growth, and when done right, it unlocks new revenue streams, enhances product adoption, and creates long-term partnerships.

Every conversation is an opportunity to learn, problem-solve, and deliver results that matter.

When I’m not creating Success Plans or building executive relationships, I’m traveling. I’ve visited over 20 countries and am always planning my next adventure. My favorite country so far? Japan, hands down.

Erika Villarreal

Anthony Perry ☁️

Sales Development Representative

Sage

• Lead enablement and training for new teammates and Canadian AEs and Sales Leadership
• Create process and procedures to monitor and report on routing SLAs
• Work closely with Direct Sales, Channel Sales, Partner Sales, Operations, and Finance for efficient order processing, fulfillment and conflict resolution
• Audit opportunity progress tracking opportunity acceptance to determine sales efficiency and effectiveness
• Audit, manage and distribute capacity goals
• Manage the systematic publication of opportunities
• Ensure Salesforce CRM customer data is accurate and in compliance with company policy
• Assist with Sales reporting and reconciliation
• Assist in the creation and documentation of standard processes and policies of our new Deal Desk
• Develop strong, positive relationships with internal teams and customers

Sales Compliance Specialist (North American Opportunity Hub)

*100% Quota Attainment: 5 out of 7 months (67-85% month missed)
*September: Outbound SDR of the Month and Top Performer: 166% of Goal

• Continually prospecting for new customers through cold calling and other lead generation efforts as assigned while using a cutting edge tech stack
• Developing a comprehensive understanding of Sage Intacct’s cloud financial management solution and keep up to date on upcoming product releases
• Conducting compelling high-level conversations with finance leaders in prospects accounts by effectively articulating Sage Intacct’s value proposition
• Developing and nurture a pipeline of new business opportunities to deliver to the Account Executive team to further accelerate our growth
• Setup QDCs (qualified discovery calls) with qualified prospects and Account Executives

Republic Services

Supports the West’s top sales team with onboarding, contract escalations, upselling, &  renewals.  Finished February Stack Rankings as #1 of 250 AAMs across the US/Puerto Rico
 - Received, investigated, responded, & resolved customer cases regarding their bills &  service options via Salesforce, other internal online cloud software, & telecommunications tools (including Salesforce, Microsoft Teams, and Cisco Jabber);
 - Reviewed, granted credit, extensions, resolved NPS complaints, renewed, generated referral opportunities, and/or payment arrangements with customers (20-60 cases a day (pending complexity));
 - Serviced 1500+ SMB business accounts across Sacramento County (640 touches & generating 102 proposals/month (74% close rate, goal 70%, average account size $452/month));
 - Educated customers on the new state environmental compliance regulations & prescribing solutions;
 - Renewed customers at 85% or higher win rate at market rate terms using our metrics & scripts (Book of Business $882,750).  -- Started 74%, Finished 83%

Associate Account Manager

Certent, Inc.

ACQUIRED BY INSIGHTSOFTWARE - 1/2021

Joined Disclosure Management team to prospect, create workflows, sequences & campaigns, qualifying inbound and outbound leads to manage a North American territory as part of a remote sales team.
- Complete 60+ touchpoints/day, generating SQLs & qualifying MQL  for a demo with AEs
- Utilize sales tools to qualify lists & begin sequences for personas or companies $200M+
- Create value propositions for C-Level & Financial Executives to simplify their narrative reporting, SEC Filing, & XBRL tags using Certent’s Disclosure Management and CDM SaaS

Best Version Media

Connecting small businesses and brands to local communities across Sacramento

Associate Publisher

AdSemble

- I help support individuals and brands build campaigns nationwide on the busiest digital signage.
- AdSemble's Open Display technology can turn anyone into a marketing guru one week at a time.  
- We help maximize your advertising budget in targeted locations and markets to help you tell your story.  
- Need creative support or the metrics behind the digital billboard?  We have that too!

Be sure to use my code: APAMBA before check-out for a bonus!

Open Display Ambassador

San Jose Earthquakes

- Meet the established sales objectives and goals by executing effective corporate, community, and youth soccer sales calls and presentations to promote the purchase of Earthquakes ticket products.
- Participate in a minimum of 5-15 outside/inside appointments per week while maximizing outbound sales calls each day (30-70)
- Identify business and marketing/branding opportunities by establishing professional and personal networks, proactively soliciting and following-up on any sales leads and representing the Earthquakes at community functions throughout Northern California
- Develop programs and promotions with current and prospective clients to drive traffic to both organizations
- Develop new prospects and referral opportunities during games and outside normal business hours
- Meet and exceed monthly and annual sales goals in season ticket, group, and other ticket package sales
- Service, renew, upgrade, and grow group and multi-game package accounts
- Assist Fan Relations and Development staff with renewing/servicing full season ticket accounts and other customer service issues as required
- Contribute to corporate business objectives by identifying sponsorship, advertising, team promotions and suites prospects
- Gameday: manager of youth experiences supervising staff & families; assist sponsors; content; corporate hospitality; & filling in gaps
- Work with clients and recommend solutions to their needs
- Provide reporting information by maintaining and being able to produce on a regular basis accurate reports regarding sales, appointments, and account maintenance
- Train and mentor new staff on the marketplace, ticketing system, CRM, current/creating ticket products and programs, maximizing revenue, and best practices in customer service 
- Serve as a community liaison for non-sales based inquires to the team 
- Other related duties as needed

Senior Account Manager

- Assist the Community Relations Coordinator and Vice President of Marketing and Strategy to identify community and corporate events to build the Earthquakes brand and mascot (Q) and evaluate current budget needs to build a successful mascot program.  
- Train, hire, and evaluate prospective performers 
- Provide maintenance, cleaning, and upgrades to current costume or competitively bid services when needed
- Perform at selected events (including but not limited to: corporate, community, and special team-hosted event)
- Develop props and full time brief performer on activities with the promotions team and stand alone activities when needed
- Assist in building archive of photos for social media presence
- Executed brainstorming, art consulting, re-brand and launch of new costume

Community Relations Assistant (Mascot & Outreach Operations)

Santa Clara University Athletics

- Assist and manage game-day setup and staffing assignments for selected events
- Focus on merchandise sales and customer service
- Activate sponsorship-focused promotions and PAs
- Experience in videoboard usage
- Experience as in-game announcer
- Perform as 'Bucky the Bronco' at community events and games when requested
- Train new/perspective mascot performers in costume maintenance, proper health/diet, and game-day activities (including, but not limited to: interaction with other spirit clubs, timeout promotions, dancing, crowd interaction, and promotion of sales items)

Graduate Marketing Assistant

•	Planned building-wide events for 20 to 305 residents; 
•	Ensured the safety & well-being of the undergraduates & building; 
•	Promoted racial, ethnic, religious, health, & gender education; 
•	Worked cooperatively with the leadership team to turn a dormitory into a community.

Community Facilitator (Resident Assistant)

San Jose Giants

- Assist the Community Relations and Marketing Staff at all requested community events and games to build atmosphere, brand image, and connection with the team
- Perform at all San Jose Giants home games and in-game promotions
- Develop props, gimmicks, and other stick-humor to enhance the game-day experience
- Clean, maintain, and repair costume when needed

Mascot Coordinator

Chick's Sporting Goods (bought by Dick's Sporting Goods)

- Identify the needs of customers and up-selling on current products and shoe based accessories with a focus on athletic and outdoor footwear
- Assist in coordinating the annual summer clearance sale
- Train and familiarize staff on new or current products as well as customer service 
- Regularly organize, consolidate, clean, introduce new product, and create a more efficient stock room

Shoe Salesman & Stock Room Manager

Passionate about improving the customer journey, new 💻, community engagement, 🍏 & 💪, supporting local businesses & 🌎. Turning detractors into fans 📣.

Specialties: Relationship and expectation management, retention, quick resolution, creative prospecting, business development opportunities, brand awareness/activation, & storytelling.

Currently, improving the customer success journey, retention, & upselling for 🚛 after learning SaaS and some 2020 personal/professional growth. For over twelve years though, I helped the San Jose Earthquakes and Major League Soccer grow its market share of current, future, and potential fans through a combination ticket sales, hospitality and business development options, fan development, grassroots organizing, event programming, sponsorship, community or government outreach, and providing logistics support for all major team initiatives as one of the first 10 employees.  We opened a new stadium almost double the size (Avaya Stadium 18K), sold out each year Stanford Stadium (50K), and grew Silicon Valley, the Bay Area, and Northern California territory into the premier market hub for domestic and international soccer in the country in a competitive entertainment marketplace.

• Create process and procedures to monitor and report on routing SLAs
• Work closely with Direct Sales, Channel Sales, Partner Sales, Operations, and Finance for efficient order processing, fulfillment and conflict resolution
• Audit opportunity progress tracking opportunity acceptance to determine sales efficiency and effectiveness
• Audit, manage and distribute capacity goals
• Manage the systematic publication of opportunities
• Ensure Salesforce CRM customer data is accurate and in compliance with company policy
• Assist with Sales reporting and reconciliation
• Assist in the creation and documentation of standard processes and policies of our new Deal Desk
• Develop strong, positive relationships with internal teams and customers

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The Battle

Erika Villarreal

Anthony Perry ☁️

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