Benj Richard Magno Customer Success Associate

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Associate Solutions Consultant

Med-Metrix International

Sep 2025 - Mar 2026 (7 months)

• Translate process documentation and Visio workflow diagrams into structured pseudocode (“if-this-then-that”) for Development and QA implementation.
• Provide post-deployment support for clients using the AnalytX Suite of Products.
• Perform Jira ticket triage, ensuring proper categorization, prioritization, and assignment to appropriate project owners.
• Diagnose application issues, gather supporting documentation, and collaborate directly with QA and Development teams to resolve defects
• Lead recurring support calls with customers post go-live to ensure continued adoption and resolution of operational blockers

Customer Success Associate

Canary Technologies

Nov 2023 - Jul 2025 (1 year 9 months)

• Managed hotel onboarding projects by tracking deliverables and timelines through Salesforce to ensure smooth adoption of Canary’s SaaS solutions.
• Conducted outbound communication with hotel executives and staff to coordinate training schedules, collect requirements, and ensure implementation readiness.
• Configured and deployed Canary products including Guest Messaging (Twilio), Digital Tipping, Online Check-In/Out, Upselling Tools, and Paperless Authorizations.
• Facilitated live training sessions and webinars to maximize user adoption and operational efficiency.
• Supported stakeholders during rollout by resolving setup issues, addressing product concerns, and ensuring a seamless transition to production use

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Implementation Consultant

Mobi2go

Aug 2022 - Sep 2023 (1 year 2 months)

• Led end-to-end client onboarding, managing the transition from sales handover through system configuration, pilot stage, and full go live of online ordering and POS integrations.
• Managed multiple implementations simultaneously while ensuring milestones, deliverables, and timelines were met.
• Conducted client training sessions for restaurant managers and operational teams to ensure successful adoption.
• Provided pilot-phase support including troubleshooting, workflow optimization, and system readiness validation.
• Maintained accurate billing records, CRM updates, and internal project documentation for operational compliance
• Collaborated with Product, Engineering, Sales, and Support teams to resolve technical

Senior Technical Support Engineer

SAP Concur

Mar 2017 - Jun 2022 (5 years 4 months)

• Delivered advanced technical support to Concur Travel & Expense administrators via phone, email, and chat.
• Performed root cause analysis for platform configuration issues, integration errors, and client-impacting incidents.
• Served as an escalation resource for Tier 1 and Tier 2 teams, resolving complex and high-priority cases.
• Coordinated with Engineering and Product teams on defect investigations and system-level fixes.
• Acted as a Knowledge-Centered Support (KCS) Coach, authoring knowledge base articles and improving internal documentation quality.
• Trained and mentored new hires, accelerating ramp-up time and improving support team performance.
• Maintained strong performance ratings through consis

Customer Service Representative

Teleperformance Philippines

Nov 2015 - Mar 2017 (1 year 5 months)

• Assisted Hilton customers with reservations, booking modifications, cancellations, and loyalty program inquiries.
• Maintained accurate booking records and ensured compliance with service standards and quality requirements.
• Consistently met or exceeded performance targets including QA, AHT, and customer satisfaction metrics.

Benj Richard Magno

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Benj Richard Magno

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