Justin Garcia

Founding CSM who:

• Created processes for Onboarding, training and customer engagement
• Acted as primary point of contact for strategic accounts
• Customer advocate relaying customer needs, pain points to the sales, marketing & product teams
• Helped to create team goals/KPI's to help track progress and insights for CSM team
• Worked cross-functionally with other departments to create a cohesive customer experience
• 90+ percent renewal rate with contract expansions (prior to grant-revenue model)
• Analyzed customer data to identify challenges and opportunities to improve customer satisfaction
• Successfully onboarded over 150 customers

• Lead CSM for Los Angeles Unified School District account
• Managed product implementation and adoption with multiple departments withing LAUSD
• Created help documents and videos for job specific needs within district
• Assisted with translation of test items from English to Spanish for district wide assessments
• Responsible for training teachers, district leaders and site leaders in product adoption
• Managed over $4 million in ARR
• 95% customer retention rate
• Successfully onboarded over 200 customers from implementation to renewal

• 6 years 7 months
• Managed $3m in ARR
• 90% + retention rate (over 6 years)
• Served in Enterprise, Strategic & Portfolio customer success roles
• Led efforts in developing SEL CORE surveys
• Led on-site teacher and admin trainings
• Led Regional Network Meetings in Los Angeles County, Riverside County, Orange County & San Bernardino County
• Managed customer escalations with solutions-oriented and humancentric resolutions
• Served as liaison between customers and product for pain points, product needs
• Onboarded over 150 clients from implementation to renewal

• Provided technical and knowledge-based solutions for customer via phone, email & chat
• Resolved thousands of inquiries and customer issues related to product use, training, & technical errors
• Managed customer escalations and worked with other teams and senior team members to resolve complex customer issues
• Trained and mentored new staff members and shadowed them during their onboarding experience

• Product testing. Capturing and reporting customer data. Triaging product-related issues and providing IT support to customer care. Responding to various customer concerns as reported on social media, phones, emails and chat. Providing coaching and mentor-ship to customer service reps. Managing quality assurance for off-shore agents via email, phones, and various customer communications.

• Manage and monitor member accounts while providing customer care to members through phone, email and various communications.

• Managed both electronic documents and hard files, large engineering designs, along with various administrative duties. In addition, provided administrative support to software division within organization.

• Created and taught first-year Spanish curriculum for Jr. High School students. In addition to teaching duties, also provided tutoring and academic mentoring for students outside of the classroom.
• 2 years 9 months

• Taught 8th grade English curriculum to middle school students covering writing, grammar, vocabulary, lesson planning, and tracking student progress to achieve academic success.
• 9 months