Kevin Garcia

Customer Care Associate - Premier Support

Headway

Nov 2025 - Current (10 months)

- Delivering end-to-end resolutions for both client and provider inbound ticket escalations via email and phone support. - Displaying ownership of reported problems utilizing internal tools and cross-team collaboration to troubleshoot real issues such as, but not limited to, denied claims, incorrect billing, provider credentialing, etc. - Managing complex cases and documentation by updating tickets, writing clear internal notes for follow-ups, and tagging issues correctly, in CRM tools such as Zendesk. - Regularly collaborating with internal teams (Operations - claims & credentialing, Product/Engineering - bugs & system issues, Provider Support, etc.) to resolve complex issues reported.

Customer Onboarding Manager

dbt Labs

Jul 2024 - Oct 2024 (4 months)

- Owned new customer onboarding process from discovery phase within initial onboarding call to full adoption of the dbt Cloud platform. - Drove cross-departmental project management through all phases of the customer lifecycle utilizing Asana. - Oversaw customer journey through onboarding and adoption via ad hoc check-in meetings to gather feedback from training participants and instructors. - Collaborated with training partners to ensure availability, proper staffing of technical training sessions, and scheduling across multiple time zones.

Senior Customer Success Manager

Broadly

Feb 2020 - Sep 2023 (3 years 8 months)

**Acquired by Vendasta** - Owned book of business of 400 SMB accounts valued at over $900K ARR utilizing Salesforce, Google Suite, Planhat, etc. - Coached a team of 4 CSM’s while exceeding KPI’s in a fast-paced environment and managed account escalations while keeping churn at a minimum. - Proactively engaged with accounts to ensure onboarding benchmarks were successfully met, drove feature adoption, and discover revenue expansion. - Owned and produced Broadly's monthly "Building Success" initiative to promote cross-organizational team building, engagement, collaboration, and education. - Partnered with team leadership in weekly meetings involving restructuring CS organizational processes, best practices, and rebuilding CSM playbook.

Customer Success Manager

Broadly

Apr 2018 - Feb 2020 (1 year 11 months)

- Owned the entire customer lifecycle including on-boarding calls, new-user training sessions, support, up-sells, renewals and revenue expansion. - Partnered with Sales, Marketing, Operations, and Engineering teams to deliver a top-tier customer experience and maximize company revenue. - Proactively engaged with and served as a trusted advisor for over 480 relationships with various small business owners across North America. - Coached SMB's how to connect with modern consumers via SMS and Email, take control of their online presence, and maximize their search-engine ranking by utilizing Broadly’s patent-pending technology.

Account Manager

Adobe

Sep 2017 - Jan 2018 (5 months)

- Primary point of contact for submitting client new orders, revisions, and various ad hoc requests across 100+ multi-regional campaigns. - Proposed campaign optimizations, as necessary, to maximize performance, delivery, and other desired KPI. - Confirmed campaign activity, creative accuracy, and assisted with performance reviews.

Account Manager at SFGate and San Francisco Chronicle

Hearst

Dec 2015 - Sep 2017 (1 year 10 months)

- Cultivated relationships with SMB advertisers and agencies to promote client retention, campaign execution, and delivered campaign reporting in a post-sales capacity. - Communicated creative ad specifications and lead times to SMB advertisers, account reps, and agencies, along with qualifying incoming creative were built to spec. - Oversaw contract renewals and on-boarded SMB clients for campaign scheduling. - Cross-functionally collaborated with account executives, finance, creative design, and trafficking teams to drive effective print and digital campaigns for SFGate and The San Francisco Chronicle within scheduled deadlines.

General Clerk III, Circulation Department

San Francisco Chronicle and SFGATE

Sep 2014 - Dec 2015 (1 year 4 months)

- Updated current subscriber accounts, along with performing data analysis and correction of incoming subscriber data from 3rd party publications to ensure efficient delivery. - Corresponded with retailers, fielded calls regarding delivery and account issues to appropriate area managers for resolution. - Built, organized, and updated Home Delivery router data.

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