Rey Diaz

• Facilitate the onboarding of new enterprise-level customers (i.e., Coca-Cola, DSM-Firmenich, Red Bull), guiding them through setup, training, and implementation for long-term customer satisfaction with Certus’ products
• Coordinate and confidently lead live onboarding meetings with administrators of newly acquired clients
• Develop customized training materials to educate key stakeholders and lead them to self-sufficiency

• Address customer issues and concerns in a live onboarding session, and act as a liaison between customers and internal teams

• Generate programs to scale company impact through the usage of data and customer insights, ensuring programs have clear goals, objectives, definitions of success, and a plan of execution
• Provide actionable upsell recommendations to the sales team by utilizing forecasts, tracking key account metrics, and analyzing sales KPIs

• Manage 500+ customer accounts, and act as the trusted point of contact throughout the customer lifecycle.
• Responsible for customers’ overall success with the platform, including renewal readiness, adoption of product solutions, customer health, and satisfaction
• Analyze customer data to identify trends, and leverage cross-functional partnerships to develop and execute incremental strategic opportunities by customer
• Build and present relevant, data-driven presentations to customers, and utilize relationships to influence upsells and improve KPIs
• Partner with sales to achieve internal sales targets and drive growth initiatives by increasing usage and implementation of services, bringing in over $230,000 of upsell revenue in 2022

• Lead the implementation process for a designated group of customer accounts

• Process sales orders for account renewal and work closely with sales to support upsell opportunities

• Identify and minimize churn risks by developing trusted, long-term relationships with clients to ensure retention

• Provided expert technical assistance to Learning Ally customers, enhancing overall customer satisfaction