Summary
Overview
Work History
Education
Skills
Timeline
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Jeff Mendoza

DARIEN

Summary

Dynamic Senior Customer Success Manager with a proven track record at MTX Group, Inc., enhancing client retention by 20% through strategic upselling and personalized engagement. Skilled in Salesforce and team leadership, I excel in driving customer satisfaction and optimizing onboarding processes to deliver exceptional value.

Overview

27
27
years of professional experience

Work History

Senior Customer Success Manager (Remote)

MTX Group, Inc.
Frisco
09.2023 - Current
  • Manages a portfolio of 60+ MTX enterprise clients, achieving an average customer satisfaction score of 95%.
  • Increased MTX client retention by 20% through personalized quarterly business reviews and strategic upselling.
  • Regularly collaborates cross-functionally with MTX Sales and Product teams to identify opportunities for product and consulting/training improvements, based on customer feedback.
  • Tracked customer satisfaction metrics such as product usage, adoption rates, engagement levels, retention rates, and feedback surveys.
  • Monitored customer support tickets in order to identify common problems or issues that need addressing quickly.

Senior Client Success Manager (Remote)

Samba Safety
Denver
07.2022 - 09.2022
  • Led a team of four other client success specialists, providing guidance and mentorship to ensure consistent and exceptional customer support.
  • Improved customer retention by 17% by proactively addressing customer concerns and providing timely solutions.
  • Created and delivered customized training programs for key clients, resulting in a 25% increase in product adoption and usage.
  • Managed client onboarding processes to ensure smooth transitions and satisfaction.

Customer Success Specialist (Remote)

America's Preferred Home Warranty (APHW)
Jackson
12.2020 - 07.2022
  • Implemented a customer feedback loop using Salesforce analytics, increasing customer satisfaction scores by 21% and reducing churn by 12% within six months.
  • Led a cross-functional team to develop a new onboarding process, reducing time-to-value for new clients by 15% and boosting first-year retention rates by 10%.
  • Optimized CRM workflows, resulting in a 25% increase in team productivity and a 5% reduction in response times for customer inquiries.
  • Utilized CRM software to track customer interactions and feedback.

Account Manager

SCD Information, LLC
Columbia
10.2013 - 09.2019
  • Managed a portfolio of 30+ high-value SCDI clients, increasing customer retention by 15% through personalized engagement strategies.
  • Led an SCDI cross-functional team (both offshore & inshore) to implement new CRM solutions, improving client satisfaction scores by 15%.
  • Developed SCDI account strategies, achieving 15% annual revenue growth.
  • Negotiated SCDI contracts and closed deals worth over $1 million annually, exceeding sales targets by 10%.
  • Conducted regular SCDI client reviews to identify opportunities for upselling and cross-selling, contributing to a 20% increase in average deal size.
  • Provided feedback to SCDI product teams, boosting customer adoption by 10%.

Client Onboarding Manager

Authentify
Chicago
06.2008 - 09.2013
  • Led Navteq onboarding process for 50 new clients per month, ensuring smooth transition and 85% retention rate
  • Developed and implemented comprehensive Navteq onboarding packages, reducing average onboarding time by 20%
  • Trained new Navteq clients, reducing time to value by 25%.
  • Collaborated with cross-functional Navteq teams to address client needs, resulting in 15% increase in client satisfaction scores

Jr. ERP Systems Analyst

CNA Insurance
Chicago
05.1998 - 05.2001
  • Supported 300+ users of the PeopleSoft Financials, Siebel and Hyperion Essbase Reporting System.
  • Analyzed system requirements and documented specifications for software applications.
  • Collaborated with cross-functional teams to identify process improvement opportunities.
  • Evaluated system performance and recommended enhancements for efficiency.
  • Designed user training materials and conducted workshops for end-users.

Education

Bachelor of Science - Telecommunications Management / Info Systems

DeVry University
Addison
05-1998

Skills

  • CRM platforms: Salesforce and HubSpot
  • Customer Success Platforms: Gainsight, Totango and ChirnZero
  • Ticketing systems: Jira, ZenDesk, SertviceNow
  • Collaboration Tools: MS Teams, Zoom and Slack
  • Onboarding/Training platforms: WalkMe and TalentLMS
  • Analytics platforms: Google Analytics, and Segment
  • Customer Feedback/Survey Tools: SurveyMonkey, and HotJar
  • Team leadership
  • Strategic upselling

Timeline

Senior Customer Success Manager (Remote)

MTX Group, Inc.
09.2023 - Current

Senior Client Success Manager (Remote)

Samba Safety
07.2022 - 09.2022

Customer Success Specialist (Remote)

America's Preferred Home Warranty (APHW)
12.2020 - 07.2022

Account Manager

SCD Information, LLC
10.2013 - 09.2019

Client Onboarding Manager

Authentify
06.2008 - 09.2013

Jr. ERP Systems Analyst

CNA Insurance
05.1998 - 05.2001

Bachelor of Science - Telecommunications Management / Info Systems

DeVry University

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Jeff Mendoza