Jay Carlo Maloloy-on Customer Success Manager, Project Manager, People Leader

P

Customer Success Manager

Property Vista

Sep 2024 - Current (1 year 10 months)

Managed a portfolio of 60+ SMB accounts across service-based and real estate-adjacent industries. Owned approximately $750K in ARR. Maintained 92-95% gross retention rate. Increased expansion revenue by 15% through proactive lifecycle engagement. Led onboarding sessions, reducing time-to-value by 30%. Conducted quarterly business reviews aligned to client KPIs. Built client health scoring dashboards to identify churn risks early. Partnered with Product and Sales teams to improve onboarding flow and renewal process.

Z

Property Manager

Zuma Housing

Oct 2023 - Jun 2024 (9 months)

Managed full-cycle sales and leasing by generating leads and matching students and professionals with tailored housing solutions to successfully close offers. Oversaw the move-in process and administration, including preparing lease contracts, processing payments, conducting policy orientations, and coordinating with maintenance and billing to resolve tenant needs. Monitored operational performance by presenting daily sales and retention reports to the leadership team to support data-driven decision-making.

Vendor Account Specialist

RealPage

Jan 2023 - Aug 2023 (8 months)

Coordinated onboarding and service activation for 50+ property accounts, ensuring minimal downtime and seamless setup. Resolved complex billing and service issues with a 90% success rate, improving client trust and reducing escalations by 30%. Collaborated with internal IT and finance teams to refine service delivery processes and shorten turnaround time by 25%.

Y

Customer Success Team Manager

YourMembership

Sep 2021 - Oct 2022 (1 year 2 months)

Supervised a remote team of 10+ CSMs, maintaining a 95% SLA compliance rate and exceeding renewal targets. Led onboarding for new SaaS clients, reducing time-to-value by 30% and improving activation rates. Enhanced client retention by 15% through proactive engagement and upselling initiatives.

Team Leader

Telstra

Apr 2015 - Feb 2021 (5 years 11 months)

CASE MANAGER: Handle complex accounts from initial request until all services are completely working (main point of contact) via phone, email, sms and chat. Troubleshoot any issues and ensure that case is handled until resolved. Coordinate with different departments to ensure orders are processed on time. Provide tailor fit solutions and up-sell other products that may benefit them. SUBJECT MATTER EXPERT: Handle complaints and escalations. Receive "dead end" cases, use problem solving skills to provide workarounds and find improvement with processes. Collate data and create reports on trends, challenges, best practices, etc. Audit production outputs (from system orders to recorded calls) and identify challenges. Identify solutions or create

Jay Carlo Maloloy-on

About

Detail

Timeline

Résumé