Experience

• 

  Rizal commercial banking corporation (under gaic manpower services)

  May 2011 - May 2012

  General office clerk

  • Locating daily discrepancies & floats transacted on our ATMs• Encoding Data• Creating daily reports of accounts for debiting and crediting, accounts payablesand receivables• Ensure that the appropriate amount is debited and/ or credited to the customer’saccounts and recording procedures are followed in detail and with accuracy.• Comply with procedures in recording ATM Cards / Pin forms in an inventory

• 

  Morgan stanley / teletech

  Jan 2013 - Apr 2014

  Customer service representative

  • Provide world class client support • Basic Online support for clients like Site navigation, Basic Trouble shooting,Password reset, Registration• Basic Banking support for clients like Balance Inquiry, Basic Stocks inquiry,Debit card assistance, Checks Assistance, Basic Online banking• Comply with procedures in recording Logs and Cases• Ensure that the appropriate and proper verification is made for client’s accountsecurity

• 

  Ingram micro

  May 2014 - Aug 2016

  Customer support representative - marketing development

  • Provide world class support directly with clients, re-sellers and partners for CiscoServices (Hardware & Licensing)• Provide clients with needed reports, invoices, contracts & serial numbers.• Helps with registration of quotes, communicates with Cisco to resolve issues.• Comply with procedures in recording Logs and Cases• Process expedites requests, billing and order entries.

• 

  Salesforce / service source

  Nov 2016 - Sept 2018

  Renewals manager

  • Develop and execute win/win negotiation strategies for small to medium account contract renewals that maximize contract value while protecting and enhancing the customer relationship• Own, drive and manage the renewals process in collaboration with the account team• Work with internal resources (Competitive Intelligence, Pricing, Product Mgmt, Customer Success, Account Executives, etc…) to develop comprehensive 'win' strategies for renewals• Identify customer requirements with C-Levels, uncover roadblocks, and demonstrate strong account management capabilities to drive renewal to on-time closure• Provide management with complete visibility to renewals and solicit involvement as required.• Communicate risk clearly and take the lead in developing resolution strategies• Accurately maintain a rolling 120 day forecast of renewals• Create custom reports and dashboards to help maintain accurate account management Show less

• 

  Sap

  Sept 2018 - Aug 2020

  Customer engagement executive - apj & gcn training and adoption

  - Maintain the overall relationship on the organization-level to assigned Cloud customers accounts- Develop account management strategies as well as engagement and expansion plans to ensure profitable growth (up-sell)- Acts as primary point of contact for the customer and to maintain customer satisfaction through proactive account planning, and alignment of customers’ business strategies to product, solution and partner road mapping- Is responsible for retention of the revenue associated with customers within their portfolio (renewal rate)- Develops relationships with account key decision makers and executive sponsors participate in regular review meetings with the identified stakeholders as per the governance plan Show less

• 

  Solarwinds

  Aug 2020 - now

  • The mission is to empower customers to achieve their desired outcomes, elevate their overall experience, and foster strong customer retention, product adoption, and advocacy. It serves as the crucial link between the company and its valued customers, pivotal in shaping a customer-centric culture.• Nurture Meaningful Relationships: Maintain regular and proactive contact with assigned customer accounts, building trust and rapport. • Deliver Value Conversations: Engage customers with insights related to product offerings, industry trends, corporate updates, and detailed account business reviews, all focusing on driving their success. • Customer Success Champion: Act as the driving force behind our customers' success, impacting retention rates, increasing product adoption, and transforming customers into enthusiastic advocates. • Data-Driven Excellence: Keeps comprehensive records of customer details, profile data, and activities within the CRM system, ensuring accurate and up-to-date information. • Rescue At-Risk Customers: Identify at-risk customers and develop tailored strategies to turn their experiences around, leveraging the power of our customer success programs and available resources. • Proactive Issue Resolution: Anticipate potential challenges within the customer base and create strategic action plans to resolve them, ensuring customer satisfaction swiftly. • Listen, Learn, and Improve: Follow up with customers and partners to gather valuable feedback, seeking to understand their experiences and identifying trends that can guide cross-functional initiatives to enhance our customer journey. • Voice of the Customer: Be the customer's advocate internally, providing essential feedback to all relevant departments to fuel continuous improvement. Show less • Managing rolling monthly pipeline of renewals with the ability to prioritize and manage the day to have visibility into all deals• Develop a strong product understanding, system knowledge and processes to sell maintenance renewals and the value the company provides• Attaining monthly & quarterly targets for on-time renewals and overall renewals• Verifying pricing, licenses, expiration dates with customers and resellers globally• Working with customers to resolve any obstacles which may be preventing them from maintaining a relationship with SolarWinds• Ability to negotiate and move time frames, closing sales with a very high customer experience• Working with various departments across the organization to advocate for the customer and work together to resolve any issues• Resolving order issues with customer service and order management• Performing other administrative support duties as requested• Accurate Forecasting Show less

  • Senior Customer Success Manager - Cloud Application Management

    Oct 2023 - now

  • Senior Customer Retention Manager - Cloud Application Management

    Aug 2020 - Oct 2023