ERICA AZPEITIA
Downey
Summary
Highly effective Client Services and Customer Success Manager driving client retention and growth through strategic account management, cross-functional delivery leadership, and long-term relationship development. Expertise in managing high-value portfolios (e.g., $1.1M+ monthly) within the government and education sectors.
Overview
15
15
years of professional experience
Work History
Client Services Manager
Charter Communications
11.2021 - Current
- Directly manage and strategically grow a $1.1M+ monthly portfolio, directly impacting customer retention, value, and product adoption.
- Reduced time to resolution by orchestrating cross-functional teams to resolve complex billing, technical, and service-related issues for key accounts.
- Proactively develop and execute business-aligned account plans, identifying and addressing critical risks and new opportunities to ensure long-term client health and satisfaction.
- Perform detailed account audits and complex reconciliation to ensure accuracy and reporting integrity.
Executive Assistant
Charter Communications
01.2012 - 01.2021
- Supported VP‑ and GVP‑level leaders across Sales, Operations, and HR divisions.
- Developed executive‑level presentations, reports, and tracking dashboards for decision support.
- Coordinated meetings, events, agendas, follow‑ups, and cross‑department communication.
- Managed vendor relationships, travel planning, and financial processing.
Strategic Account Executive
Charter Communications
01.2017 - 01.2018
- Managed public sector accounts and aligned service recommendations to organizational goals.
- Prepared compliance‑aligned proposals for government procurement cycles.
- Resolved account‑level escalations impacting service experience.
Administrative Assistant
Republic Services
01.2011 - 01.2012
- Supported account executives with reporting, document preparation, and service coordination.
Education
Bachelor’s Degree -
California State University Los Angeles
Los Angeles, CA06-2009
Skills
- Customer success and relationship management
- Strategic account planning
- Executive communication and QBR leadership
- Cross-functional collaboration
- Escalation management and root cause analysis
- Billing integrity and reconciliation audits
- Data-driven reporting and performance insights
- Microsoft Office Suite proficiency
- Salesforce expertise
- Spanish Speaking
Timeline
Client Services Manager
Charter Communications
11.2021 - Current
Strategic Account Executive
Charter Communications
01.2017 - 01.2018
Executive Assistant
Charter Communications
01.2012 - 01.2021
Administrative Assistant
Republic Services
01.2011 - 01.2012
Bachelor’s Degree -
California State University Los Angeles