Franz J. Magalit

• Onboarded over 200+ SaaS accounts, boosting user adoption and engagement through effective, scalable account management strategies within a fast-growing startup environment.
• Managing a portfolio of over 73 accounts, developing and executing tailored strategies to drive growth, enhance customer engagement, and ensure long-term retention.
• Establish solid rapport with youth, young adults, caregivers, and key stakeholders to foster trust and understanding by continued discussions and collaboration about bridging the gap for seeking mental health care.
• Monitor user engagement and intervene as needed to boost registrations and sustained involvement, improving stakeholder satisfaction by 75%, user engagement by 35%, and partnership renewals by 85% through strategic initiatives and strong negotiation skills.
• Facilitated 28 in-person events, partnership meetings and presentations, youth conferences and workshops in less than 5 months, with some being multi-day events to promote Kooth services.
• Completed over 800+ touchpoints through our internal CRM presenting findings to clients and provide targeted recommendations to facilitate goal achievement.
• Collaborate with product, service delivery, and marketing teams to relay user feedback, propose enhancements, and advocate for features aligned with user preferences.
• Act as the voice of the customer within the organization, championing their interests and needs as a mental health advocate.

• Consistently achieved above targeted retention rate at 83% of current portfolio, resulting in being a top 3% performer of all Customer Success Managers.
• Assisted customers with onboarding and product setup to foster successful adoption and usage.
• Responded to and process client requests for refunds or credits to their account for services rendered.
• Answered an average 70 inbound calls a month from high-spend, long-term and strategic clients to provide immediate assistance.
• Leveraged data and analytics to make informed decisions and drive business improvements.
• Utilized knowledge of customer experience to create specialized plans for customer retention.

• Built client relationships based on trust and rapport, fostering open communication and being proactive in addressing customer needs.
• Efficiently navigated and bridged the gap of customer pain points through proper escalations to ensure client satisfaction and long-term brand loyalty.
• Partnered with Account Executives to ensure high dollar-over-dollar renewal rates during licensing expirations and auto-renewal anniversaries.
• Drove change and improvement for the customer support team by identifying enhancements and forwarding suggestions to senior leadership.
• Collaborated with cross-functional departments such as Customer Success and Sales to formulate product and process improvements based on customer feedback.
• Maintained consistent communication with the leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.

HoloBuilder was acquired by FARO Technologies (NASDAQ: FARO) in June 2021.

• Assisted the Head of Customer Success and Support in process improvements and problem-solving efforts to create standard procedures and escalation policies for the customer support team.
• Reviewed and resolved over 500+ tickets and followed-up with customer support personnel to resolve root cause of delay.
• Responded to 100+ disruptive events using crisis management techniques to offer corrective solutions and maximize customer satisfaction and retention.
• Conducted onboarding training and mentored team members to promote productivity, accuracy and commitment to friendly service.
• Continuously assisted in building strong collaborative relationships with the Customer Success team, and bridging the gap between support and the Front-end and Back-end teams.
• Helped managed department volume of 25+ tickets per day and coordinate department schedules to maximize coverage during peak hours.

• Handled day-to-day shipping and receiving overseeing more than 30-40 systems and returns per month.
• Reviewed established business practices and improved processes to increase efficiencies and reduce expenses without compromising customer service levels.
• Implemented the software SupportSync for Return Merchandise Authorization strategies to improve processes, systems, and behavior.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Removed and replaced malfunctioning components to correct hardware problems.
• Patched software and installed new versions to eliminate security problems and protect data.
• Produced and filmed video tutorials on product and troubleshooting.