Jennuel Gonzales

Account Manager

PandaDoc

Jun 2023 - Apr 2025 (1 year 11 months)

• Proactively works on renewals, retention, and expansion of the Small Medium Business (11-50 company size) segment handling more than 300 accounts in my Book of Business • Maintaining a healthy pipeline of revenue-generating opportunities sourced out via outbound email, Zoom meetings and support handoffs, and closing them out monthly based on a monthly quota. • Closely work with CSMs as main POCs of our clients

Customer Success Manager

PandaDoc

Nov 2020 - Jun 2023 (2 years 8 months)

• Drives Adoption, Retention and Expansion across 51-200 company size and commercial go to-market business segment • Establishes good relationship with clients by serving as their main point of contact in PandaDoc • Closely works with Onboarding, Account Management, Product, Development and Support teams to provide product feedback, submit feature requests, coordinate beta testing and overall maintain excellent customer experience for our clients • Conducts Business Reviews, Workflow Consultations, Success Plans, and Product Updates via Zoom on regular cadence

Senior Support Specialist

PandaDoc

Apr 2020 - Nov 2020 (8 months)

• Resolve customer technical issues via email and chat • Train newly hired colleagues thru 1 : 1s and busy system mentoring • Review tickets and chats of assigned colleagues as part of our Quality Assurance

Customer Support Specialist

PandaDoc

Jan 2019 - Apr 2020 (1 year 4 months)

• Resolve customer technical issues via email and chat • Hops on quick Zoom troubleshooting call if the case requires • Escalate level 2 issues to our development team as deemed necessary

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Technical Support Specialist II

Quickbooks Pro and Premier Line of Business Account and Point of Sale

Aug 2017 - Jan 2019 (1 year 6 months)

• Resolve technical errors and issues encountered by the customers by educating them the root causes and solving the problems real time via inbound phone support ◦ Assisted customer offline by educating them the necessary requirements to transfer account ownership Technical support • Answers all the business application-related concerns and questions including but not limited to accounting, balancing, and discrepancies of the book

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