Sergio Medina

Customer Success Manager

Tenable

Feb 2025 - Current (1 year 8 months)

Customer Success Manager EMEA

Dropbox

Jan 2022 - May 2023 (1 year 5 months)

4th hire of this new team, acting as a product expert with focus on education and training. Managing a varied portfolio of medium to enterprise-size companies spread across The UK, Spain, Italy, South Africa, Belgium and Greece, working in close partnership with 3 regional account managers in 3 languages. Strong focus on scale initiatives to reach to a large portion of the customer base. ✅ Lead or co-lead monthly and quarterly executive business reviews. ✅ Gather and analyse usage data to present findings and making suggestions to clients. ✅ Lead onboarding meetings and support post-sale deployment usage and adoption. ✅ Create and deliver success plans, acting as the project manager. ✅ Responsible for client engagement to drive education an

Customer Success Manager - Storage Software

IBM

Sep 2020 - Jan 2022 (1 year 5 months)

Reporting to the Customer Success Management leader in Europe. Part of a new team focussed on customer satisfaction, client project management, retention and expansion. Partnering with around 40 enterprise and mid-market clients across Spain, Portugal, Greece, Cyprus and Israel. ✅ Create, manage and deliver success plans around product adoption, churn mitigation, product training and technical support for sensitive software upgrades ✅ Partner with Clients, Technical Advisors, Sales, Renewal Management, Business Partners, Product, Marketing and other parts of the business. ✅ Secure high renewal rates and identify opportunities for account expansion. ✅ Drive business reviews and technical assessments. ✅ Serve as a primary point of contact and

Customer Success Specialist

CarGurus

Apr 2019 - May 2020 (1 year 2 months)

The first hire for the launch of the Spanish market in this fast-growing SaaS scale-up. Managing a portfolio of the largest 75 accounts achieving expansion, renewal and CSAT targets. Acting also as the subject Matter Expert for Spain and Italy. ✅ Trusted advisor and customer advocate: Completion of hundreds of onboardings and business reviews
• Subject Matter Expert and main point of contact for escalations
• Deep-dive demonstrations and presentations to train customers. ✅ Account expansion & Sales Support: Partner with Sales for account growth and also deliver training to other peers and assist them in their calls. ✅ Innovation & Voice of the Customer: 41 product ideas submitted in 10 months
• Collaboration with Marketing fo

Associate Account Manager

PayPal

Apr 2017 - Mar 2019 (2 years)

Managing a portfolio of 100 SME clients across Spain and Portugal with focus on account development, white glove customer service and UX and digital marketing advise. ✅ Exceed upselling, CSAT, NPS and Resolution targets every quarter. ✅ Partner with merchants to help them boosting conversions through website optimisations and marketing ideas. ✅ Partner with Sales for cross-selling opportunities. ✅ Complete onboardings for new and existing clients finding growing and upselling opportunities. ✅ Complete business reviews and keep Salesforce information up to date. ✅ Liaison with Marketing and selected merchants for pilot programs and campaigns. ✅ POC for market insights: Collect, organise and present data to management and teams to reinforce P

Limitations Senior Agent & Quality Specialist

PayPal

Sep 2016 - Apr 2017 (8 months)

Quality Assurance specialist, SME and POC between the team and the team leader. ✅ Manage internal escalations as the Subject Matter Expert of the team. ✅ Create content and deliver learning sessions to improve KPIs or inform about new product features and updates about processes. ✅ Listen to calls from teammates recorded on NICE, fill out evaluation forms providing tailored feedback and report trends and concerns to the team leader. ✅ Deliver side-by-side mentoring and coaching plans setting SMART goals. ✅ Deliver tailored feedback and side by side coaching and mentoring in order to raise KPI and NPS metrics. Deliver also team learning sessions in regards with NPS and processes. ✅ Manage the teammates’ tasks based on the service level.

Limitations Agent

PayPal

Feb 2016 - Sep 2016 (8 months)

Fraud prevention, risk operations and compliance (KYC / KYB). ✅ Creation of the process and database to resolve compliance cases. ✅ Review customer accounts looking for fraud indicators. Analyse potential risks and ensure the customers are in compliance with the Compliance Policy. ✅ Review and validate a large number of documents. ✅ Place limitations on accounts to prevent fraud and/or mitigate loss when an immediate action is needed. ✅ Escalate concerns about accounts that might be involved in fraud activities or risk operations. ✅ Provide information about the limitations and remove them when customers meet criteria. ✅ Medallia Point of contact: evaluate and appeal surveys influencing teammates and report trends to team leaders.

Customer Solutions Agent

PayPal

Feb 2015 - Feb 2016 (1 year 1 month)

Empathetic primary point of contact for customers. Provide them with a timely resolution to their inquiries while maintaining a positive and friendly attitude. ✅ Won the "I Love NPS EMEA" award for highest NPS score.

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Sergio Medina

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