Belkys Severino

M

Manager, Customer Success (Hotel)

Apr 2024 - Current (2 years 7 months)

Lead and scale two core Customer Success functions: Onboarding and Account Management within a high-growth hospitality SaaS environment. Responsible for delivering a seamless customer lifecycle from implementation through long-term retention and expansion. Oversee onboarding strategy to ensure efficient, client implementations, driving early product adoption and time-to-value. Manage Account Management teams focused on customer retention, relationship development, and revenue growth across a diverse portfolio of hospitality clients. Partner cross-functionally with Sales, Product, and Support to improve customer experience, optimize processes, and drive continuous improvements in customer satisfaction and operational efficiency.

Manager of Enterprise Customer Success, NA

Brandwatch

Aug 2021 - Aug 2023 (2 years 1 month)

- Hire, train and manage our key accounts and oversee the full customer life-cycle from pre-sales, on-boarding, ramp, and growth - Accomplished record-breaking numbers of 18% to 23% above target - Track and analyze performance across the book of business to ensure all accounts are meeting or exceeding our goals - Drive expansion into the LATAM market by spearheading sales efforts, creating compelling presentations, and strategically managing building materials growth. - Use critical thinking and analysis to discover growth opportunities and resolve business obstacles - Prepare and present performance reports and market insights to partners to further support growth opportunities and recommendations - Collaborate with cross-functional teams

S

Sr. Enterprise Customer Success Manager

Jun 2018 - Aug 2021 (3 years 3 months)

- Managed a portfolio of enterprise-level clients, including Fortune 500 companies, overseeing their success and satisfaction with the social analytics platform. - Conducted regular business reviews with key stakeholders, addressing performance insights, and offering strategic recommendations to optimize their social media strategies. - Collaborated closely with the Sales team to identify upsell and cross-sell opportunities, resulting in a 25% increase in account expansion within my portfolio. - Acted as a liaison between customers and internal teams, conveying feedback, feature requests, and ensuring timely issue resolution. - Achieved a 96% customer retention rate through proactive engagement and exceptional customer service.

C

Customer Success Manager

Feb 2017 - Jun 2018 (1 year 5 months)

Falcon is a social media marketing platform that allows marketing departments to create, launch and measure social media campaigns in real time. As a CSM, I manage all aspects of the customer lifecycle, from implementation through renewal. By developing a comprehensive understanding of customer business - their market, needs, problems, and objectives, I’m able to provide best practices in relation to the technology, and rollout plans. Among other things, I focus on the following responsibilities: - Maximizing Customer Satisfaction by building long-term relationships - Conduct online/in-person training to ensure success rate (In English & Spanish) - Provide strategic recommendations to increase social engagement - Identify product expansion

U

US Technical Support Lead

Sep 2016 - Feb 2017 (6 months)

Advanced knowledge of a variety of social media platforms (Facebook, Twitter, YouTube, Instagram, Google+) Deliver outstanding service, exceed expectations and build long-term loyalty Take ownership of support tickets and be responsible for funneling them through all process stages until a resolution has been reached Maintain an overview of submitted cases to R&D, and flag internal SLA breaches Escalate support cases based on severity levels and associated business risk assessments Provide developers with customers’ feedback to help identify potential new features or products. Use tools such as Zendesk, Intercom, Salesforce, Sendgrid, Browserstack, Mixpanel, Target Process etc.

R

Technical Support Specialist/Trainer

Ray Enterprises Inc.

Nov 2015 - Jun 2016 (8 months)

Map out training plans, design and develop training programs for new hires Speak to users about technical issues in a way they can easily understand Help update and create knowledge base articles for internal and public use. Create Zendesk macros for e-mail and chat support to improve team efficiency Process refunds, replacements and pre-paid shipping labels Providing operational support on Amazon Seller Central Use tools such as Shopify, Shipping Easy, JIRA, and Slack to carry out daily tasks

Technical Support Specialist

Cablevisión

Jul 2011 - Apr 2015 (3 years 10 months)

• Receive 100+ inbound calls per day. Implementing solutions; escalating unresolved problems.
• Troubleshoot all issues related to cable box, routers, modems and services.
• Assist customers through email and chat with account related issues.
• Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.
• Resolved problems by clarifying issues; researching and exploring answers and alternative solutions.
• Answer questions about the product details, the company, and address complaints with customer accounts.

C

Clerical Administrative

Aug 2008 - Jun 2011 (2 years 11 months)

• Operate office machines, such as photocopiers and scanners, facsimile machines, voice mail systems
• Answer telephones, direct calls, and take messages.
• Maintain and update filing, inventory, mailing, and database systems, either manually or using a computer.
• Communicate with customers, employees, and other individuals to answer questions, disseminate or explain information and address complaints.

Data Entry Operator

Pitney Bowes

Jan 2008 - Aug 2008 (8 months)

• Read source documents such as canceled checks, Health Insurance documents, or bills, and enter data.
• Compile, sort and verify the accuracy of data before it is entered.
• Compare data with source documents, or re-enter data in verification format to detect errors.

Customer Care Specialist

First Data Corporation

Feb 2006 - Oct 2007 (1 year 9 months)

• Monitor systems to detect possible fraudulent behavior related to credit card usage and contact card holders to investigate possible fraud.
• Assist with providing authorization codes for credit card and check transactions.
• Properly handle suspicious transactions for merchant by escalating to bank.

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Belkys Severino

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