RJ Urbano
Gatineau,QC, Canada
Summary
As an accomplished Customer Success Manager and Partner Development professional, I bring a proven track record of delivering positive outcomes across various sectors, such as SaaS, security, renewable, and environmental industries. My dedication revolves around nurturing client relationships and establishing strategic partnerships. Through these collaborations, I empower organizations to strengthen their security posture and overall business resilience.
Overview
10
10
years of professional experience
Work History
Customer Success Manager /Business Development Partner
Media Sonar Technologies
10.2021 - 12.2023
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer success team.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Developed comprehensive training materials that facilitated faster customer proficiency with the product.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Championed innovative solutions that empowered customers to optimize their use of the product or service effectively.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
- Delivered exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts.
Client Success Specialist
Enphase Energy Canada Holdings/Sofdesk
04.2019 - 10.2021
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Cross-trained and backed up other Client Success Specialists
- Navigated challenging situations with diplomacy, tactfully managing expectations while ensuring positive outcomes for all parties involved.
- Boosted team efficiency by streamlining internal processes, reducing response times, and increasing overall productivity.
- Developed and updated databases to handle customer data.
Customer Support Specialist
IKEA
10.2018 - 04.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Installed, configured and maintained computer systems and network connections.
- Collected vital information to support company and associates through interviews and data analysis.
- Processed customer service orders promptly to increase customer satisfaction.
- Resolved concerns with products or services to help with retention and drive sales.
Technical Success Advisor
NICE InContact
02.2017 - 01.2018
- Evaluated potential investment opportunities, utilizing both qualitative and quantitative methods to assess viability.
- Facilitated communication and collaboration between departments to help business function smoothly.
- Increased client portfolio performance through diligent market research and analysis for optimal asset allocation.
- Gathered and analyzed customer feedback to inform product and service improvements.
- Planned, developed, and implemented strategies to convey information with key decision makers.
Team Lead, Producer Services
Voya Financial
07.2013 - 02.2017
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
- Audited team performance and compliance with company and industry standards.
- Developed and maintained effective relationships with key stakeholders to better understand their needs and expectations.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Spearheaded multiple high-impact projects simultaneously while meeting tight deadlines under pressure-packed situations.
- Held weekly team meetings to inform team members on company news and updates.
Education
Civil Engineering
Polytechnic University of The Philippines
Philippines01.2003
Skills
- Training and mentoring
- Schedule Management
- Customer Retention
- Proficient in Microsoft Office and Google Suites
- Business Analysis and Reporting
- Decision-Making
- Interpersonal Relations
- Negotiation
- Good Judgment
- Sales proficiency
- Customer Advocacy
- Customer Account Management
Languages
English
Full Professional
Timeline
Customer Success Manager /Business Development Partner
Media Sonar Technologies
10.2021 - 12.2023
Client Success Specialist
Enphase Energy Canada Holdings/Sofdesk
04.2019 - 10.2021
Customer Support Specialist
IKEA
10.2018 - 04.2019
Technical Success Advisor
NICE InContact
02.2017 - 01.2018
Team Lead, Producer Services
Voya Financial
07.2013 - 02.2017
Civil Engineering
Polytechnic University of The Philippines
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