MARIA HERNANDEZ
Toronto,ON
Summary
Results-driven Customer Success Manager with 3 years of customer relationship expertise and 5 years of technical experience. Proven track record in end-to-end customer management, forecasting risk, and implementing strategies for revenue growth and retention. Recognized as a customer advocate with a customer-oriented, problem-solving, and analytical mindset, bridging communication between clients and internal teams. Technical proficiency enhances the ability to serve as a trusted advisor in navigating complex landscapes.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Success Manager
MediaValet
Toronto, ON
04.2022 - Current
- Manage and nurture post-sale client relationships, focusing on adoption, growth by ensuring renewal and upsells.
- Become an expert in Digital Assets Management cloud services, adapting recommendations to suit the needs of enterprise clients.
- Provide product training and webinars to customers to help them understand and maximize the value of the product or service.
- Work with customers to create and maintain success plans or roadmaps, outlining their goals and objectives with the product.
- Demonstrate expertise in all matters relevant to your client portfolio, including handling escalations and troubleshooting to resolve client issues.
Technical Customer Success Manager
CareCru
Toronto, ON
04.2021 - 04.2022
- Provide second level technical troubleshooting for customer issues and requests.
- Utilized MySQL queries to perform changes and troubleshooting in database.
- Designed and deployed new CSM workflow for Tier II technical escalations.
- Worked closely with development and product teams to triage customer issues and identify bugs and enhancement opportunities in the product.
- Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.
Senior Technical Support and Onboarding Analyst
EDealer
Toronto, ON
08.2018 - 04.2021
- Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
- Onboarded and Supported automotive partnered programs including Nissan, Infinity, Subaru, Mazda and Hyundai.
- Developed robust online knowledge base for support staff to reference when responding to requests for assistance.
Brand Ambassador
SDI Marketing
Toronto, ON
01.2016 - 01.2018
- Organized and carried out promotional events by setting up and tearing down event sites, interacting with potential customers.
- Attained consistent visual merchandising standards to highlight product features, attract customers and boost sales.
- Built relationships and personalized future client development opportunities by collecting customer data.
Marketing and Event Coordinator
The Pinball Clemons Foundation
Mississauga, ON
01.2017 - 01.2018
- Managed a team of fifty people to oversee non-profit events such as "The Imagine Gala" and "Christmas with the Clemons".
- Generated monthly performance metrics and analytical reports, reviewing and communicating marketing campaign effectiveness to clients.
- Developed and implemented digital marketing plans that incorporate SEO, social media platforms and video campaigns.
Education
Brand Management Graduate Certificate -
Seneca College
Toronto, ON2018
Sport & Event Marketing Graduate Certificate -
George Brown College
Toronto, ON2017
Bachelor of Arts - Mass Media And Communications
Universidad Catolica Andres Bello
Venezuela2012
Skills
- Bilingual in Spanish and English
- Experience managing websites built on Wordpress CMS engine
- Experience using multiple ticketing systems and CRM software including JIRA, Zendesk, Click-Up and Salesforce
- All Microsoft Office Suite programs & G-Suite
- Google Analytics & SEO strategy development
- Strategic Account Planning
Certification
Certified Customer Success Manager (CCSM) Level 1
SuccessCOACHING
Issued: Apr 2023 · Expires: Apr 2025
THE MEDDPICC MASTERCLASS
Certificate ID: vbd0pi12od
Issued: Jan 2024 · Expires: Jan 2025
Timeline
Customer Success Manager
MediaValet
04.2022 - Current
Technical Customer Success Manager
CareCru
04.2021 - 04.2022
Senior Technical Support and Onboarding Analyst
EDealer
08.2018 - 04.2021
Marketing and Event Coordinator
The Pinball Clemons Foundation
01.2017 - 01.2018
Brand Ambassador
SDI Marketing
01.2016 - 01.2018
Brand Management Graduate Certificate -
Seneca College
Sport & Event Marketing Graduate Certificate -
George Brown College
Bachelor of Arts - Mass Media And Communications
Universidad Catolica Andres Bello
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