Sergio Martinez
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Customer Success Manager
Guadalajara, Jalisco, Mexico
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Résumé
Jobs
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- SDirectorSueño HermosoJan 2024 - Current (2 years 10 months)I lead a dynamic team committed to providing exceptional travel experiences and tailored solutions to our clients. I also oversee strategic planning, business development, and operational excellence to drive growth and ensure the highest standards of service. Driven by a commitment to both team success and client satisfaction, I aim to set new industry standards while maintaining the personalized approach that defines our agency.
- CClient Success ManagerFeb 2020 - Dec 2023 (3 years 11 months)Managed a portfolio of 100+ B2B SMB and mid market clients per fiscal quarter, ensuring consistent product adoption and satisfaction. Understood the needs and pain points of clients and assisted them throughout their relationship with us to succeed. Worked with their Implementation team, enabled successful roll-outs of Headspace Health to client employees, built project timelines and managed the delivery of the program. Maintained an agreed cadence of communication with clients about their adoption trends, sentiment, and opportunities for deeper engagement. Worked closely with the engagement managers to roll out new engagement strategies. Worked closely with the sales team to improve client readiness pre sales and supported the clients to d
- SSales Development RepresentativeAug 2019 - Feb 2020 (7 months)Collaborated closely with seasoned Account Executives to support pipeline growth and achieve fiscal objectives. Enhanced sales and interpersonal skills through strategic partnership and continuous learning. Maintained proactive engagement with both new and existing leads, employing creative follow-up strategies to drive customer interest in Headspace. Consistently met and exceeded quotas for sourcing qualified opportunities, contributing to the overall success of the sales team.
Customer Service RepresentativeHeadspaceOct 2018 - Aug 2019 (11 months)As a Customer Service Representative at Headspace, I delivered exceptional support to users, ensuring a seamless and positive experience with our mental well-being products. I efficiently handled inbound inquiries, resolved technical issues, and provided solutions that enabled users to navigate the platform and maximize its features. By actively listening to user concerns, I ensured prompt and effective problem resolution while maintaining a compassionate and empathetic approach. I also collaborated cross-functionally to gather valuable feedback, contributing to ongoing improvements in the user experience and supporting Headspace's broader mission to enhance mental health worldwide.- Customer Service RepresentativeComcastJul 2017 - Oct 2018 (1 year 4 months)As a Customer Service Representative at Comcast, I delivered exceptional support to customers, addressing inquiries, troubleshooting issues, and resolving service-related concerns to ensure optimal satisfaction. I managed a diverse range of customer interactions, from billing inquiries to technical support, consistently providing prompt and effective solutions. By actively listening to customer needs and demonstrating empathy, I fostered strong relationships and delivered personalized service. I collaborated with cross-functional teams to resolve complex issues and ensure seamless service delivery, contributing to the continuous enhancement of the overall customer experience.
Education
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- INT. BUSINESS DEGREEUTEG