Sthiven Sosa Avellaneda

Customer Success Manager

Softumio

Feb 2023 - Current (3 years 6 months)

Led onboarding for 30+ new SaaS clients, reducing time-to-value by 35% through structured onboarding playbooks and personalized training. Monitored customer health scores using Custify/Totango, detecting early churn risks and implementing retention strategies that lowered churn from 15% to 8%. Increased feature adoption by 25% through in-app messaging campaigns with Intercom/Pendo, guiding clients to discover and use key functionalities. Analyzed product usage with Mixpanel to identify low-engagement patterns and executed targeted outreach campaigns, boosting engagement rates. Managed renewal pipeline in HubSpot CRM, achieving a 90% renewal rate in Q1. Coordinated with Support and Product teams via Zendesk/Freshdesk to resolve high-priority

Customer Success Specialist

Gold Media Tech

Feb 2021 - Jan 2023 (2 years)

Worked as a Customer Success Specialist for a SaaS client through Gold Media Tech, supporting platform adoption, issue resolution, and account monitoring. Focused on ensuring client satisfaction, efficient use of the platform, and acting as a bridge between the client and internal support and product teams. Key Responsibilities: Guided onboarding of new SaaS clients, ensuring fast and effective adoption of platform features. Managed client interactions using HubSpot CRM, tracking tickets, renewals, and support requests. Monitored engagement and satisfaction metrics, reporting findings to the team to improve service delivery. Collected customer feedback through surveys and calls, proposing operational and product improvements. Coordinated wi

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Customer Success/Support Associate

Mar 2019 - Jan 2021 (1 year 11 months)

Worked as a Customer Success Associate, supporting user accounts on social platforms (Facebook and WhatsApp), ensuring compliance with policies while providing high-quality customer support. Focused on user onboarding, monitoring activity, enforcing guidelines, and resolving inquiries effectively. Key Responsibilities: Monitored user profiles and activity to ensure compliance with platform guidelines and community standards. Reviewed and enforced policies and terms of service, escalating violations and creating ban tickets when necessary. Responded promptly to user inquiries, providing clear guidance and empathetic support. Assisted new users in understanding platform features and policies. Documented issues and coordinated resolutions usin

Customer Support

AIRTECH BPO

Jan 2018 - Feb 2019 (1 year 2 months)

Worked in a customer support role at a BPO, assisting clients with inquiries, technical issues, and service guidance. Developed strong communication skills, problem-solving abilities, and experience managing customer interactions, preparing the foundation for a future career in Customer Success. Responded to customer inquiries via phone, email, and chat, providing accurate information and guidance. Assisted customers with basic technical issues related to services. Documented customer interactions and escalated complex issues to senior staff. Ensured timely resolution of service requests and followed up with clients as needed. Contributed to team metrics and performance goals through accurate reporting. Platforms & Tools Used: Microsoft Off

Customer Service,Technical Support, Collections Agent

Airtech Communications BPO

Feb 2017 - Jan 2018 (1 year)

Highly skilled professional with extensive experience in customer service and technical support within the telecommunications industry, specifically with Directv and AT&T. Demonstrated expertise in managing comprehensive customer needs, ranging from phone and email support to technical troubleshooting, sales, and customer retention. Key competencies include: Customer Service and Sales: Proven track record of delivering high-quality customer service through phone, online chat, and email channels. Ability to identify sales opportunities and effectively promote Directv and AT&T services. Technical Support: In-depth technical knowledge in resolving issues related to modems, internet, and other telecommunications services. Proficiency in diagnos

Client Relations and Operations Coordinator

Keymex

Jun 2015 - Jan 2017 (1 year 8 months)

Resourceful and Detail-Oriented Dispatch Agent with Extensive Experience in Coordinating Locksmith Services Proficient in managing technician assignments, handling incoming calls, and providing exceptional customer service. Experienced in using Calendly within a SaaS application to schedule appointments, coordinate between technicians and clients, and review availability. Skilled in social media management and adept at communicating effectively in both English and Spanish. Key competencies include: • Technician Follow-Up: Experienced in tracking technician schedules, ensuring timely arrivals, and coordinating service appointments to meet customer needs efficiently. • Call Handling: Proficient in receiving incoming calls, accurately recordin

Sthiven Sosa Avellaneda

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