Juliana Garcia Customer Success Manager at ActiveCampaign | Ecommerce

Customer Success Manager

ActiveCampaign

Nov 2021 - Current (4 years 6 months)

- Managed a portfolio of more than 70 customers. 50% Americas and 50% Spanish Speaking Americas with companies with different objectives: Leads conversion, ecommerce, Affiliate Marketing, etc with an ARR of about than 3 Million USD. - Managed a CSAT above 97%, an Average Product Adoption Score above 45% (Highest in the world) and a 30% Annual billing accounts in my portfolio. Accomplished an average of 3- 5% monthly net expansions through upselling strategies and an average Retention Rate of 98%. - Got to manage my first 2 Portuguese speaking accounts.

Customer Success Manager

VTEX

Dec 2020 - Nov 2021 (1 year)

- Managed a portfolio of more than 30 customers in the Colombian territory within multiple industries: Retail, Farma, Beauty, etc with an ARR of more than 1 Million USD Accomplished the quarterly upsell goal of $100.000 USD above 98%. - Ensured the product adoption index to stay above 80%, the NPS of my customers above 8 and the Retention Rate a 100%. - Delivered QBRs to the 100% of my book of business. - Took multiple courses on Commerce Management Certifications by EICOM Institute to learn about the whole ecommerce ecosystem.

Customer Success Manager

VTEX

Dec 2020 - Nov 2021 (1 year)

- Managed a portfolio of more than 30 customers in the Colombian territory within multiple industries: Retail, Farma, Beauty, etc with an ARR of more than 1 Million USD Accomplished the quarterly upsell goal of $100.000 USD above 98%. - Ensured the product adoption index to stay above 80%, the NPS of my customers above 8 and the Retention Rate a 100%. - Delivered QBRs to the 100% of my book of business. - Took multiple courses on Commerce Management Certifications by EICOM Institute to learn about the whole ecommerce ecosystem.

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Head Of Ecommerce Lab

Data Freaks Lab

Oct 2019 - Dec 2020 (1 year 3 months)

I managed the Ecommerce department of the company. - Tracking the execution and fulfillment of operations - Team Management and follow up (15 people) - KPIs Tracking: ROAS, LTV, Sales, upsells, Retention rate and NPS. -The incomes increased by 100% the first 2 months and the retention rate of new clients up to 80%.

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Directora Comercial

Data Freaks Col

Jan 2019 - Oct 2019 (10 months)

- Increased the incomes by 100% the first 2 months and the retention rate of new clients up to 80%. - Created the sales and account management process and analyzed sales data constantly to improve our rates. - Brought the first 3 International customers to the portfolio.

Account Manager Ecommerce

Cosmétika SAS

Aug 2018 - Dec 2018 (5 months)

- Brought about 15 new customers to the company that meant more than 90.000 USD. - I grew the incomes rate up to 200% the first 3 months of work in the company. - In charge of the ecommerce management as well as the customer service.

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Vicepresidente Nacional de Desarrollo de alianzas

AiesecColombia

Jan 2018 - Jun 2018 (6 months)

- Lideré un equipo de 5 personas de todo el país y más de 20 voluntarios al rededor de más de 20 ciudades. - Incrementé el rendimiento del equipo en más de 30% en menos de 2 meses, aumentando las ventas en más de 3 aliados nacionales, mejorando su alianza con la organización. - Manejé un presupuesto de más de $1’000.000.000 COP.

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Vicepresidente Nacional de Relaciones Públicas.

AiesecColombia

Aug 2017 - Jan 2018 (6 months)

- Desarrollé la estrategia de medios de comunicación basada en el posicionamiento del voluntariado alrededor del país, logrando más de 5 publicaciones. - Evolucioné la relación con otras ONGs para expandir el impacto a nivel nacional, enfoque en ODS. - Lideré la ejecución de más de 4 eventos a nivel nacional. Fui la encargada de la logística, patrocinadores y contenido para más de 500 asistentes tanto nacionales como internacionales.

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Directora Nacional de Desarrollo de Negocios

AiesecColombia

Jun 2016 - Jan 2018 (1 year 8 months)

- Generé ingresos por más de $150’000.000 COP para la organi- zación y logré traer 3 nuevos aliados. - Creé un nuevo producto basado en “Marca Empleadora” y refres- qué el portafolio nacional. - Lideré procesos de selección de interns internacionales para más de 3 empresas.

Juliana Garcia

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