Bahareh Pineiro

Experience

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  Cisco

  Oct 1996 - Jul 2004

  Client Management Specialist

  SPGC and CS AcquisitionsDirected a 10-member team in providing operational support for revenue/shipment/forecasting reports, tracking information, and customer activity summaries.Worked with IT to upgrade Oracle database, identified areas for process improvement via test scenarios that pinpointed development opportunities.Enhanced the client experience, interacting with IT to implement an electronic filing system; automated hub transactions; and a blanket PO for multiple transactions per customer.Built long-term relationships with clients; capitalized on site visits to educate and advise customers of new product specifications to transition sourcing.Interacted with global cross functional dept. and customers. (Asia Pac, EMEA) Enterprise/Small to medium business to prevent process gaps and inconsistencies.Optimized the product/technical execution of new hires through focused training sessions that facilitated a smooth on-boarding experience.Debriefed senior leaders on RMA trends. Served as a point-person for finance, fielding inquiries regarding credits, debits, clearing aged reports and resolving outstanding revenue issues.Took initiative to process hub pulls, virtual ships, invoicing and inventory control, transacting pulls, inventory validation, and daily reconciliation.Liaised between distribution and the customers to produce timely invoices, education orders, service orders, RMAs, and order status updates. Candidate: Bachelor Degree, Business Management, Ohlone College; Microsoft Word, Excel, Power Point, Eudora Pro 4.3.2, Group Wise, Novell Intermediate, People Soft, Cognos, Oracle, Business Objects, Documentum, RightFax, Lotus 1-2-3, JAS Systems and Microsoft Publisher, Sales/Support Force, Contactual Database, Various Proprietary Data Management Tools, AHD (Account Health Dashboard, Admin Tool, Microsoft Outlook) Show less

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  Creative Labs Pte Ltd

  Jul 2004 - Jun 2005

  Account Specialist

  Maximized account growth, providing daily updates to customer sites, enabling "real-time" capability to view and process new transactions, and to document inventory reconciliation. Project managed global initiatives from start-to-finish, overseeing the plan, scope, milestone reporting, change requests, and sign-off by key stakeholders.Reviewed and evaluated compliance of inventory control processes, including reporting, tracking and reconciliation; communicated status updates on a daily and weekly basis.Drafted sales reports and provided operational support regarding price protections and new part numbers.Disseminated company-wide RMA summaries to ensure transparency and accountability in entering, processing, and allocating inventory across multiple departments.Monitored the storage and issue, document control, and stock control to ensure all items were received, matched, batched and accurately stocked.Cisco Systems (Spherion Show less

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  Lockheed Martin

  Jul 2005 - Nov 2007

  Support Engineer

  Mitigated business risks, providing 24/7 technical support for all Army, Navy, Coast Guard, NATO, and DOD customers to ensure accountability for all incoming/outgoing inventory.Conducted bi-weekly site visits to CM locations; performed inspection and analysis for all obsolete or defective RMA units according to the contracted agreement.Assimilated inventory management reports to provide a single source reference for monitoring the receipt, issue, storage, ordering, stocking and purchase requests.Developed an RMA training manual to ensure the most streamlined and cost effective approach to managing customer accounts.Played a key role in material transfers and production meetings, providing insight and perspectives on process enhancements that improved the customer experience.Successfully completed FSE certifications and awards of achievement. Received all related engineering and troubleshooting certifications. Show less

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  Trimble Navigation, LTD

  Nov 2007 - Sept 2013

  Customer Success Operations Manager

  Managed the RMA//Return Materials Authorization accounting and inventory reconciliation project, ensuring a 120% ROI on the client's investment, resolving billing and operational issues with functional teams. Drove alignment and consistency in business practices to minimize account cancellations and continually grow profit across a $60 million annual customer base.Leveraged Six Sigma-Kaizen methods to review gaps/opportunities in internal processes to mitigate client-facing account issues and maximize retention, in collaboration with finance and billing.Authored process flows and documented essential best practices and procedures, and continuously investigated and employed measurable improvements.Salvaged a strained client relationship, leveraging high-touch customer experiences; successfully saved a multi-billion dollar account from cancellation.Served as SME/Subject Matter Expert, delivering insightful presentations to key customers and partners via QBRs/Quarterly Business Reviews. Show less

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  Sonim Technologies

  Mar 2013 - Oct 2019

  Sr. Customer Experience Program Manager/Client Services/Sales

  I oversaw the development and communication of top-tier customer events, collaborating closely with internal stakeholders to ensure seamless planning and execution. My role also involved conducting in-depth research to inform decision-making and drive continuous improvements. By focusing on analytics and staying abreast of industry trends, I identified opportunities for optimization and innovation, leading to more strategic and impactful initiatives. Additionally, I oversaw cross-training initiatives for key platforms such as Salesforce, NetSuite, ERP, Bugzilla, and others. By creating a dedicated customer experience center in Sarasota, FL, I facilitated comprehensive training programs that enhanced user proficiency and satisfaction. Contributed to retaining and maintaining $4M ARR within the first year of employment. Show less

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  Jobvite

  Nov 2019 - Jan 2022

  Sr. Customer Success Manager

  I established and nurtured trusted advisor relationships with both customers and partners, earning their confidence through consistent support and strategic guidance. By conducting thorough account reviews and regular health checks, I identified key growth opportunities and proactively addressed areas for improvement. My role also involved assisting clients with optimization and training on available tools, ensuring they could maximize the value of our offerings. Through personalized guidance and hands-on support, I helped clients achieve their goals more effectively. Additionally, I played a vital role in driving upsells and renewals, leveraging my understanding of client needs to promote relevant professional services and packages. I also actively supported Net Promoter Score (NPS) Scoring and Customer Satisfaction (CSAT) initiatives, engaging with customers to gather feedback and insights. By educating clients on new releases and features, I facilitated seamless adoption and enhanced overall user experience. Managed an Enterprise Customer portfolio with ARR of 3.8M, achieving 96% retention rate and 95% upsell goal each quarter. Show less

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  Sendoso

  Jan 2022 - Oct 2022

  Sr. Enterprise Customer Success Manager

  In this role, I led a robust schedule of 10+ Executive Business Reviews (EBRs) with customers every quarter, ensuring alignment between benchmarks and key performance indicators (KPIs) to showcase tangible return on investment (ROI). Furthermore, I played a pivotal role in providing Sendoso support across the customer lifecycle, streamlining processes through integration and automation. This not only optimized efficiency but also improved overall customer experience and retention rates. I also took charge of executing enablement sessions for Sales Development Representatives (SDRs) and Business Development Representatives (BDRs), demonstrating the impact of strategic sends with personalized messaging. Collaborating closely with Marketing Executives, I contributed to the success of large-scale event sends, webinars, and C-suite communications, emphasizing the successful execution of Account-Based Marketing (ABM) initiatives.  Managed an Enterprise Customer portfolio with ARR of 3.8M, achieving 96% retention rate and 95% upsell goal each quarter. Transferred an India-based call center to Sarasota, FL single-handedly, ensuring successful operations. Show less

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  PFL.com

  Oct 2022 - Jan 2024

  Sr. Strategic Enterprise Customer Success Manager

  In this capacity, I spearheaded strategic monthly and quarterly Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) for our clients, emphasizing positive outcomes and key performance indicators (KPIs). Additionally, I took the initiative to design and implement targeted campaigns and programs, leveraging our existing marketing technology to maximize return on investment (ROI) and create successful direct mail customer journeys. Collaborating closely with the onboarding team, I facilitated smooth customer transitions and provided strategic guidance for future growth. By outlining comprehensive roadmaps and developing forward-thinking strategies, I played a key role in driving customer success and contributing to overall business growth." Developed and executed a webinar series to educate customers on new product features, increased customer engagement. Implemented a customer enablement program with personalized training sessions, leading to improved product adoption rates. Show less