Marbie Dela Cruz

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Client Success & Onboarding Manager

OpenBorder

Jan 2025 - Current (1 year 10 months)

As a Client Success & Onboarding Manager, I lead full-cycle onboarding for global e-commerce merchants expanding internationally, managing integrations across platforms such as Shopify, Amazon (UK, CA, US), TikTok Shop UK, ShipBob, ShipHero, ShipEngine, DHL Express, Starlinks, IOR, Flexport, and other logistics systems. I serve as the main client point of contact, providing proactive communication via email and Slack, including updates, summaries, and technical guidance. I configure international shipping workflows, carrier mappings, and customs settings to ensure accurate rate generation and compliance. Collaborating closely with Operations, Product, and Engineering teams, I troubleshoot issues, streamline system connections, and ensure sm

Member Relationship Manager

The Alliance

Jan 2023 - Dec 2024 (2 years)

As a Member Relationship Manager, I effectively managed member communications through Intercom, email, and social channels across multiple communities and business lines. I oversaw premium membership onboarding, course setup, and benefit activation using platforms such as Teachable, LearnWorlds, and Ghost.io. Additionally, I created engaging learning content and visual assets with Canva, while updating community websites and dashboards to enhance engagement and maintain consistency. I handled complex billing and subscription management via Stripe, including pricing, promotions, upgrades, and cancellations. To improve member satisfaction and brand visibi

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Customer Success & Onboarding Specialist

Concierge Plus

Apr 2021 - Jan 2023 (1 year 10 months)

As a Customer Success & Onboarding Specialist, I managed client onboarding from sales handoff to full platform adoption for a Property Management SaaS platform. I developed and customized client portals using HubSpot, Confluence, and Jira, and led API integrations with third-party applications such as Stripe and QuickBooks. Conducting virtual training sessions via Zoom and Google Meet, I delivered ongoing support through HubSpot and Intercom, ensuring clients were well-equipped to utilize the platform effectively. I produced instructional materials using Loom and Confluence to enhance client understanding and product usage. Additionally, I resolved technical and billing issues while maintaining accurate CRM records and optimizing subscripti

Technical Support Engineer & Onboarding Specialist

unbabel

Jun 2020 - Apr 2021 (11 months)

As a Technical Support Engineer & Onboarding Specialist, I conducted onboarding sessions and facilitated API integrations between Unbabel and external ticketing systems. I resolved code errors, product issues, and service tickets using Zendesk, Jira, and Confluence, ensuring a seamless customer experience. I produced client documentation and internal guides to enhance ticket resolution processes and improve overall customer satisfaction. Collaborating closely with engineering and product teams, I addressed time-sensitive incidents and service requests effectively. Additionally, I utilized Google Sheets to track onboarding progress, organize client requirements, document technical configurations, and collaborate with internal teams in real t

Technical Support Specialist | Enterprise SaaS Onboarding

riverside.fm

Jun 2019 - May 2020 (1 year)

As a Technical Support Specialist focused on Enterprise SaaS Onboarding, I provided comprehensive onboarding and technical support for enterprise podcast clients, configuring accounts and guiding equipment setup. I effectively troubleshot backend issues and system errors using Chrome DevTools and internal logs, ensuring a seamless user experience. Additionally, I managed billing and subscription adjustments, guaranteeing timely collections and prompt issue resolution. I contributed valuable feedback to R&D teams to enhance product usability and customer experience. My role also involved coordinating client communications and email updates during onboarding, which aligns with marketing operations by ensuring clients received timely informati

Virtual Classroom Producer & Analyst

Korn Ferry

Jan 2017 - Jun 2020 (3 years 6 months)

As a Virtual Classroom Producer & Analyst, I managed end-to-end virtual learning events via platforms such as Zoom, Teams, Webex, Adobe Connect, and Google Meet. My responsibilities included handling data collection, participant tracking, and LMS administration for client programs, ensuring a seamless learning experience. I conducted statistical analysis and generated comprehensive client reports to evaluate leadership and training outcomes. Additionally, I utilized candidate relationship management (CRM) principles by employing internal systems to organize participant information, monitor engagement, and document communication with clients and learners, thereby enhancing the overall training operations and participant experience.

Senior Associate / Subject Matter Expert

WNS Global Services

Jul 2014 - Dec 2017 (3 years 6 months)

Supported multiple global accounts across Travel, Healthcare, and Hospitality verticals via Salesforce, email, and chat.Managed escalations, ensured SLA compliance, and provided expert assistance for urgent travel and service-related cases.

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Marbie Dela Cruz

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