Eugenio Molas

Customer Success Manager

Finalis

Jan 2025 - Sep 2025 (9 months)

• Lead onboarding and training sessions for new clients, ensuring seamless platform adoption. • Act as the primary point of contact for client accounts, managing escalations and coordinating with internal teams to resolve complex issues. • Conduct regular business reviews to align client objectives with platform capabilities and identify growth opportunities. • Collaborate with Product and Engineering teams to gather feedback, drive feature improvements, and optimize client experience. • Monitor client health metrics and engagement to proactively address churn risks and ensure account success. • Utilized project management skills to oversee multiple initiatives, including SOP-building and onboarding planning, ensuring that a

Customer Support Operations

Engineer Access

May 2024 - Jan 2025 (9 months)

• Managed day-to-day customer support operations, ensuring timely resolution of inquiries and escalations. • Developed and implemented knowledge base content to streamline issue resolution and reduce ticket volume. • Collaborated with cross-functional teams (Engineering, Product) to escalate and resolve complex technical issues. • Analyzed support data and performance metrics to identify trends and implement process improvements. • Trained and mentored support representatives to maintain high-quality service standards.

Customer Success Manager

Bitsight

Nov 2020 - Feb 2024 (3 years 4 months)

• Client and internal onboardings. • Handled 100+ simultaneous accounts and achieved a 110% retention rate. • Built long-lasting client relationships leading to upsells. • Hosted multiple QBRs with clients, sharing new developments and reviewing account health. • Worked on a daily basis with Zoom, Jira, Zendesk, Salesforce, Gainsight, HubSpot, among other tools. Additionally, utilized marketing automation strategies through HubSpot to run targeted campaigns that contributed to client retention, further enhancing the overall success of client relationships.

Senior Customer Experience Representative

ID90 Travel

Jun 2017 - Oct 2020 (3 years 5 months)

• Interact with airlines employees to address inquiries regarding IT issues on ID90 website/app and provide benefits information. • Create and maintain customer accounts. • Use of different Reservation Systems (Airlines, Hotels) to provide a solution to our clients. • Interact with worldwide Hotel vendors. • Report high complex requests to IT Dpt. • Assist on booking flights, hotels, car rental, and insurance. • Oversee CSR performance through metrics to assure quality service, professionalism, and courtesy. • Conduct video calls with clients to facilitate reservation bookings and provide assistance with any issues encountered while using the platform, enhancing customer support and engagement.

I

Independent English-Spanish Translations

Mar 2016 - Current (10 years 2 months)

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