Manuel Rios
Lincoln
Summary
Dynamic Sr. Customer Experience Manager with a proven track record in strategic development and customer retention. As an expert in contract negotiation and B2B relationship management, I drive revenue growth and foster collaborative teamwork, ensuring exceptional client satisfaction and successful project outcomes. Passionate about enhancing customer engagement and delivering tailored solutions.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Sr. Customer Experience Manager
GreyOrange
08.2024 - Current
- Supervised daily operations and sales functions to maximize revenue and customer satisfaction.
- Led robotic automation projects from initiation to completion, ensuring milestone achievement.
- Acted as primary customer contact, addressing queries and providing ongoing support.
- Communicated project updates and expectations clearly to internal teams and customers.
- Developed and delivered training sessions for customers to enhance system familiarity.
- Managed escalated customer issues promptly, ensuring timely resolution and positive relationships.
Enterprise Account Manager
ShipMonk
07.2023 - 04.2024
- Managed 30 top enterprise accounts, driving revenue growth through strategic partnerships.
- Established relationships with C-level executives via effective communication.
- Analyzed customer data to create targeted sales strategies that enhanced profitability.
- Facilitated regular meetings with stakeholders to review progress against objectives.
- Performed financial modeling for cost-benefit analyses of proposed solutions.
- Conducted Quarterly Business Reviews to identify growth and expansion opportunities.
- Collaborated with customers to understand operations and maximize upselling opportunities.
- Developed detailed proposals that addressed specific customer requirements.
Customer Success Manager
RiskOptics
03.2021 - 05.2023
- Negotiated prices and terms of contracts to secure favorable agreements.
- Ensured RiskOptics' customers achieved project success and high retention rates.
- Maximized customer value from investments in ZenGRC tool through proactive engagement.
- Facilitated ongoing subscription leverage and utilization of services.
- Identified new expansion opportunities to grow subscriptions and solution footprint.
- Drove adoption processes in collaboration with product and services teams for optimal use of ZenGRC tool.
- Executed tailored programs that enhanced customer satisfaction, ensured renewals, and promoted account growth.
- Proactively managed specific business needs to create customized solutions.
Customer Success Manager
Selligent
12.2018 - 03.2021
- Served as the primary point of contact for over 30 clients post-implementation, including Charles Schwab and Topgolf.
- Established strong partnerships with clients and executive supporters to achieve business objectives.
- Collaborated with clients to identify, recommend, and close expansion opportunities effectively.
- Conducted Quarterly Business Reviews to assess customer health and define new strategies.
- Identified renewal risks and coordinated with internal teams to ensure successful renewals.
- Gathered client feedback to support product enhancements and drive continuous improvement initiatives.
Senior Account Executive
SnapShip
02.2018 - 12.2018
- Developed cold outbound email sequences, achieving high reply rates.
- Negotiated complex contracts with tailored pricing for mid-size and large companies.
- Guided clients through entire sales process from initial contact to onboarding completion.
- Created and implemented onboarding processes for new businesses.
- Managed top accounts, ensuring satisfaction and retention.
- Streamlined workflows and improved issue resolution procedures.
- Collaborated with CEO and CTO to implement software enhancements for warehouse efficiency.
- Analyzed customer data from tradeshows to formulate targeted sales strategies and identify partners.
Global Account Director
Shipwire Inc.
07.2016 - 02.2018
- Maintained relationships with top accounts, achieving 100% retention rate.
- Grew revenue exceeding $20 million through strategic account management.
- Conducted quarterly business reviews to assess performance and identify revenue opportunities.
- Recommended and implemented new retail channels with major U.S. retailers.
- Acted as escalation point for significant issues impacting revenue generation.
- Facilitated onboarding of high-value clients to ensure seamless integration.
- Developed and delivered training programs to enhance team capabilities.
- Trained and mentored Account Managers to foster professional growth.
Account Manager
Shipwire Inc.
02.2015 - 07.2016
- Oversaw day-to-day operations for key accounts, enhancing overall efficiency.
- Conducted training sessions to ensure merchants effectively utilized the platform.
- Collaborated with Account Directors to address escalated issues promptly.
- Identified upsell opportunities, increasing revenue potential for merchants.
- Implemented strategies for cost savings, driving additional revenue streams for the company.
Agent Success Partner
Movoto Real Estate
12.2013 - 02.2015
- Managed over 400 real estate agents to enhance operational efficiency.
- Onboarded and trained new Real Estate Partners on innovative selling strategies.
- Ensured adherence to best practices among all agents for consistent performance.
- Maintained up-to-date knowledge of current market trends to inform decision-making.
- Communicated regularly with agents to gather valuable market insights.
- Provided comprehensive support to agents, including network profile management and app setup.
- Recruited new agents in underdeveloped areas to expand market presence.
- Drove territory revenue through effective marketing and sales programs.
Personal Banker
Comerica Bank
04.2012 - 12.2013
Licensed Personal Banker
JP Morgan Chase
06.2011 - 04.2012
Personal Banker
Wells Fargo
12.2010 - 06.2011
Assistant Financial Advisor
Bank of the West
03.2010 - 10.2010
Senior Personal Banker
WaMu/Chase Bank
05.2007 - 03.2010
Education
Kinesiology - In Progress
California Baptist University
05.2026
Kinesiology -
Humboldt State College
Arcata, CAKinesiology
Bethany College
Lindsborg, KSGeneral Studies -
San Jose City College
San Jose, CASkills
- Strategic development and planning
- E-commerce operations
- SaaS expertise
- Customer retention
- Contract negotiation and renewals
- Problem resolution
- B2B relationship management
- Consumer engagement
- Collaborative teamwork
- Client account management
- Cross-functional collaboration
Accomplishments
- ShipMonk, Successfully negotiated multiple multi-year deals with realized 10% growth margins, 100% retention met 04/2024
- RiskOptics, 100% retention goal met 06/2023, 100% of retention goal in 2022, 105% of retention goal in 2021
- Selligent, Achieved 165% of upsell goal and 100% churn goal in 2020, Achieved 185% of my upsell goal and 100% churn goal in 2019
- SnapShip, Increased business by 20% within 5 months, Created and implemented operational procedures that increased sales
- Shipwire, Managed Mattel, a Billion-dollar company as part of the account portfolio, Responsible for managing over $20 million in revenue, 100% client retention rate in 2016, 2017, and 2018, Created and implemented a training program for Account Managers
Certification
Series 6, Series 63, Life, Property and Casualty (Inactive)
Timeline
Sr. Customer Experience Manager
GreyOrange
08.2024 - Current
Enterprise Account Manager
ShipMonk
07.2023 - 04.2024
Customer Success Manager
RiskOptics
03.2021 - 05.2023
Customer Success Manager
Selligent
12.2018 - 03.2021
Senior Account Executive
SnapShip
02.2018 - 12.2018
Global Account Director
Shipwire Inc.
07.2016 - 02.2018
Account Manager
Shipwire Inc.
02.2015 - 07.2016
Agent Success Partner
Movoto Real Estate
12.2013 - 02.2015
Personal Banker
Comerica Bank
04.2012 - 12.2013
Licensed Personal Banker
JP Morgan Chase
06.2011 - 04.2012
Personal Banker
Wells Fargo
12.2010 - 06.2011
Assistant Financial Advisor
Bank of the West
03.2010 - 10.2010
Senior Personal Banker
WaMu/Chase Bank
05.2007 - 03.2010
Kinesiology - In Progress
California Baptist University
Kinesiology -
Humboldt State College
Kinesiology
Bethany College
General Studies -
San Jose City College
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