Yendry Rodríguez

Experience

• 

  Trax Group

  Feb 2010 - Mar 2023

  -Customer Communication ConduitAlign customer and Trax internal expectations, acting as a trusted advisor within the company with a holistic view of the customerManage all incoming / outgoing communications with customerMaintain regular customer touch-pointsManage customer expectations Communicate to customer identified issues / risks found by ops teams-Customer SMEsProvide information to ops teams regarding customer process / requirements as neededProvide, update, and understand customer value driversProvide, update, and understand customer org chartUnderstand customer contract -Document Creation and PresentationCreate and Publish Go Live and Pre Go Live PlaybooksPrepare and present Customer Success / Account Health reports to customerPrepare and present Business Reviews (MBR / QBR) with Customer-Customer TrainingUtilization of tools/reports -Proactive DevelopmentIdentify and drive efficiency opportunities Use value drivers to identify priorities to extend value message of TraxParticipate in new customer implementation meetings from the beginningAlign with commercial team on sales and growth strategiesPosition selves as consultants with customers-Root Cause AnalysisSubmit requests for root cause analysis and corrective action work to ops teamProvide ops team with context of issue and expectations of resolutionRemain in close communications with both customer and ops team until issue is confirmed resolved by customer Show less

  • Account Manager

    Mar 2020 - Mar 2023

  • Customer Relationship Management - LATAM Team Lead

    Oct 2016 - Mar 2020

  • Customer Relations Manager

    Feb 2011 - Oct 2016

  • Carrier Account Manager

    Feb 2010 - Feb 2011