Cris John Biala

Customer Success Manager

Zendesk

Apr 2024 - Current (2 years 4 months)

Managed a diverse portfolio of 200 customers >$100k - <$25k, $5,660,146 Total ARR within the Global Scaled Customer Success organization, ensuring tailored 1:1 engagements through comprehensive discovery and expert recommendations. Build and nurture a strong relationship with all levels of customers to understand their personal and business goals and challenges. Facilitate smooth onboarding processes for new customers, ensuring they understand the value proposition of Zendesk's products and how to effectively utilize them. Proactively identify new use cases and opportunities for upselling or cross-selling additional products or services based on customer needs and usage, contributing to revenue expansion and business growth. Drive product a

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Inside Sales Manager

SUPPORT NINJA

Aug 2023 - Apr 2024 (9 months)

Sales Team Manager at a Florida-based Cybersecurity company specializing in small businesses in Finance, CPA, Legal, Real Estate, Title & Escrow, and Tech industries. Delivered cybersecurity solutions, including network protection, security operations, managed cloud services, endpoint protection, and email protection. Managed a team focused on lead generation, qualification, cold outreach, appointment setting, product presentations, discovery calls, and closing sales. Oversaw client onboarding, account management, upselling, cross-selling, and renewals. Managed social media postings for Facebook and LinkedIn. Conducted live webinars to engage prospects and promote services.

Sales Team Leader

Global University Systems

Oct 2020 - Aug 2023 (2 years 11 months)

Led and managed a team of Programme Advisors at TSOM & Trebas Institute, overseeing the promotion of the program portfolio to prospective students through various communication channels. Developed and implemented effective consultative sales processes, ensuring team adherence to organizational standards and driving overall performance. Monitored and analyzed team performance metrics to achieve set targets, providing coaching and support to enhance individual and team effectiveness. Fostered a thorough understanding of TSOM & Trebas Institute products and relevant systems to empower the team in delivering exceptional service to prospective students. Encouraged independence and initiative among team members to adapt to changing priorities and

Renewals Team Manager

Dell

Jun 2016 - Oct 2020 (4 years 5 months)

Focused on post-sale engagement in SMB & Enterprise Markets, managing account pipelines for service contract renewals related to hardware/software, including servers, data centers, and cloud products. Defined and assigned quota targets for renewal sales representatives, ensuring alignment with overall customer success goals and maximizing account retention. Conducted daily coaching and performance monitoring of sales representatives to enhance their success in achieving quarterly targets, utilizing High Performance Selling (HPS) techniques. Implemented effective pipeline management strategies, conducting territory reviews, deal stack assessments, and forecasting to ensure optimal customer engagement and satisfaction. Facilitated regular one

Customer Success Manager

Ingram Micro

May 2014 - Jun 2016 (2 years 2 months)

Focused on fostering relationships with Fortune 500 companies, including CDW, Insight, NSP, and PCM, to ensure seamless account management and maximize customer satisfaction throughout the sales process. Managed end-to-end customer engagement, ensuring that client needs were met from initial contact through to contract execution and ongoing support. Collaborated with clients to understand their requirements, facilitating the development and negotiation of contracts that aligned with their business operations and objectives. Created detailed quotes and managed orders for responsible brands, ensuring adherence to pricing strategies, sales targets, stock availability, and timely delivery schedules. Worked cross-functionally with Supply Chain C

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Sales Representative

Expedia via Sykes

Jun 2012 - Mar 2014 (1 year 10 months)

Hotel reservations specialist for Expedia Group (a Fortune 500 company). Answer 80-100 inbound calls per day. Achieve 30% conversion rate target to pass monthly scorecards and get commissions. Top 1 Sales Rep for Hotels.com campaign.

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