Monica Josse Salamanca Rey
About
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Client Success Manager @ Ninety | Driving Client Engagement and Retention
Bogotá, Bogota, Colombia
Résumé
Jobs
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Client Success ManagerNinetyAug 2022 - Current (4 years 3 months)As a Client Success Expert at Ninety.io, I help businesses maximize the value of our platform by ensuring smooth onboarding, tailored support, and long-term adoption. My role blends strategic client guidance with hands-on support to drive engagement, retention, and growth.
🔹 Main responsibilities:
- Lead onboarding for new clients (direct and coach-referred), ensuring a seamless transition into Ninety’s ecosystem.
- Deliver live Q&A sessions and tailored support to address BOS-related queries.
- Provide proactive solutions through video tutorials, help resources, and knowledge-sharing.
- Identify- Coach Success AdvocateNinetyJan 2020 - Oct 2022 (2 years 10 months)Real-Time Communication through Intercom, Document Uploads, Conversation Tracking, Help Doc (and other content) Translation, UAT Support. Stripe management and PartnerStack support. Managed daily business communications and client scheduling using Gmail, Google Workspace, and Microsoft 365, while maintaining accurate records of customer requests and service workflows.
- Customer Support & Data SpecialistVirtual Emily CareersJul 2019 - Jul 2021 (2 years 1 month)Started as a Data Intern and advanced into Customer Support and Data Specialist roles, contributing to data accuracy, customer experience, and operational efficiency.
Key responsibilities & progression:
Data Intern: Maintained and recorded company data systematically, produced weekly progress reports, and streamlined the LeadGen process.
Data Specialist: Conducted targeted data collection based on user profiles, enriched the company’s database, and identified insights for business decisions.
Customer Support Specialist: Assisted clients with platform-related requests, managed invoicing and payment processes, and resolved technical issues with innovative solutions. Managed high-volume email communi - Administrative Assistant (Internship)Gobernación del MetaFeb 2015 - Sep 2015 (8 months)Provided administrative support for the Secretariat of Women and Gender Equity at the Gobernación del Meta.
Key responsibilities:
- Organized, classified, and corrected institutional documents.
- Assisted in the coordination of administrative processes.
- Supported initiatives promoting gender equity and inclusion.
- Managed professional email communications, appointment scheduling, and administrative record-keeping using Gmail, Google Workspace, and Microsoft 365.
Achievements:
- Improved document management workflows that reduced errors and delays.
- Contributed to the efficiency of the Secretariat’s day-to-day operations.
Education
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- Bachelor's Degree, Modern Languages with Emphasis on Organizational Communication and TranslationUniversidad EANJan 2016 - Dec 2019 (4 years)Developed advanced skills in modern languages (Spanish, English, German, Italian) and specialized knowledge in organizational communication and translation. Gained strong foundations in crafting institutional and organizational content, alongside research and problem-solving skills.
- High School Diploma, General EducationColegio Nacionalizado Femenino de VillavicencioJan 2010 - Dec 2015 (6 years)Completed high school with a strong academic foundation in humanities, languages, and social sciences.