A

Adycio Lerma

About

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Illinois, United States

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Résumé

Jobs verified_user 0% verified
  • ShipBob
    Merchant Success Manager
    ShipBob
    Jan 2024 - Current (2 years 9 months)
    Manage portfolio of Mid-Market e-commerce merchants with combined ARR of $5.5M+, maintaining 95% retention rate through proactive relationship management and strategic guidance. Drive product adoption and feature utilization, achieving 40% increase in platform engagement through personalized training and best practice consultation. Conduct quarterly business reviews (QBRs) with key stakeholders, delivering data-driven insights and strategic recommendations that resulted in 25% expansion revenue growth. Implement customer health monitoring framework and early warning systems, reducing at-risk accounts by 35% through proactive intervention strategies. Collaborate cross-functionally with support, product, sales, and operations teams to resolve
  • Provi
    Enterprise Implementation Specialist
    Provi
    May 2023 - Jan 2024 (9 months)
    Led end-to-end implementation projects for 30+ enterprise customers, ensuring seamless onboarding with 95% on-time completion rate and high customer satisfaction scores. Designed and delivered customized training programs tailored to customer workflows, reducing time-to-first-value by 30% and accelerating product adoption. Developed comprehensive onboarding documentation and process improvements, creating scalable resources that enhanced customer self-service capabilities. Partnered with Customer Success and Product teams to identify feature gaps and advocate for customer needs, influencing product roadmap priorities. Provided post-implementation support and optimization consulting, ensuring customers maximized platform utilization and achi
  • ShipBob
    Senior Account Manager
    ShipBob
    Jan 2021 - Apr 2023 (2 years 4 months)
    Managed portfolio of 50+ high-value accounts generating $1.8M in ARR, achieving 88% gross retention rate and through strategic account management. Conducted regular business reviews analyzing performance metrics, usage trends, and ROI to provide data-backed recommendations for optimization. Implemented proactive churn mitigation strategies including personalized check-ins, success planning, and executive sponsorship, reducing churn by 22%. Partnered with Sales team to identify expansion opportunities, driving $300K+ in upsell revenue through cross-selling additional modules and premium features. Collaborated with Product team on beta testing and feature launches, serving as voice of customer to shape product development. Developed customer
  • Provi
    Account Manager
    Provi
    Aug 2019 - Dec 2020 (1 year 5 months)
    Built and maintained strong relationships with 40+ accounts, serving as primary point of contact and trusted advisor for platform optimization. Facilitated smooth onboarding experiences through structured training sessions, resource sharing, and ongoing support during initial 90-day period. Identified growth opportunities within existing accounts, contributing to 15% increase in account expansion revenue. Monitored account health metrics including login frequency, feature adoption, and support ticket trends to proactively address potential issues. Collaborated with internal teams to resolve customer challenges quickly, maintaining high satisfaction scores and strong retention rates. Created and delivered customer enablement materials includ
Education verified_user 0% verified
  • Rockford University
    B.A.
    Rockford University
    Aug 2015 - Dec 2017 (2 years 5 months)