Robert Favela
Director of Customer Success
Oak Lawn
Summary
Director of Customer Success Highly motivated, results-driven Director of Customer Success with 14+ years of experience in SaaS. Expertise in building, scaling, and leading customer success teams to deliver customer satisfaction, retention, and growth. Proven track record in driving strategic initiatives that maximize customer engagement, streamline processes, and contribute to overall company success.
Overview
12
12
years of professional experience
2
2
Languages
Work History
Director of Customer Success
Wovenmedia
09.2022 - Current
- Report directly to the CIO
- Lead a team of 5 Customer Success Representatives and 3 Customer Support Specialists managing and supporting over 700 accounts
- Focused on onboarding, adoption, retention, and customer satisfaction
- Spearheaded the creation and scaling of the Customer Success department, developing core processes, defining team structures, and recruiting top talent to support business growth
- Built and scaled the Customer Support team from the ground up, implementing scalable support solutions, defining SLAs, and ensuring high performance through continuous training and performance management
- Established key performance metrics to track team effectiveness and customer satisfaction, resulting in a 48% improvement in customer satisfaction and a 54% increase in SLA achievement rates
- Collaborated with executive leadership, sales, and product teams to align customer success initiatives with business objectives, ensuring customer-centric processes
- Conducted regular business reviews with key accounts, identifying opportunities for growth and delivering solutions to increase customer retention and satisfaction
- Managed a book of business worth $12 million, ensuring optimal customer health and driving adoption of product features
- Increased customer satisfaction by 48% and achieved a 54% improvement in SLA compliance
- Designed and implemented a comprehensive Support Ticketing system and CRM (Customer Relationship Management) platform, improving internal processes and enhancing communication efficacy
Director of Operations
V1 Sports
12.2021 - 09.2022
- Report directly to the COO
- Lead a team of 10 Customer Support Specialists (Tier 1 and Tier 2)
- Oversee client support services, internal support team, and third-party call center
- Track metrics and key KPIs
- Advise/mentor the new Director of Customer Success
- Developed and executed strategies to optimize customer support, enhance service quality, and drive operational efficiency
- Advised and mentored the Director of Customer Success, contributing to the development of a customer-first culture and ensuring consistent operational performance
- Managed vendor relationships, including negotiating contracts and developing operational policies to support growth
- Supported the development and tracking of KPIs, focusing on customer success and operational growth
- Contributed to revenue growth by advising on new business opportunities, while achieving 90% renewal rate and 30% increase in customer satisfaction
- Manages a global customer base of 3,000+ B2B professional instructors and 10,000+ B2C consumers
Director of Customer Success
V1 Sports
08.2021 - 12.2021
- Reported to the CFO
- Recruited and managed a team of 3 Customer Success Managers
- Encouraged product adoptions, oversaw customer onboarding along with management, ensured customer satisfaction as well as success for 3,000+ B2B professional instructors and 10,000+ B2C consumers across the globe
- Defined and optimized the customer life cycle, enhancing overall customer experience and retention
- Developed a company-wide customer feedback loop to gather insights and drive improvements
- Established and managed KPIs for the team, including churn rate, net promoter score, revenue growth, conversion rate, customer onboarding, global recurring revenue, and net recurring revenue
- Identified opportunities for continuous improvement, implementing strategies to enhance customer satisfaction and loyalty
- Played a pivotal role in promoting new business growth through effective customer success strategies
- Drove upsell and cross-sell initiatives, contributing to the growth of recurring revenue streams
- Achieved 90% renewal rate and 30% increase in customer satisfaction
Customer Success Representative
AvePoint
08.2020 - 08.2021
- Managed 175 accounts by sending emails, making outbound phone calls, scheduling bi-weekly follow up meetings to answer questions, resolving issues, de-escalating issues, training on products, and answering product functionality ensuring successful client adoption
- Maintained ongoing engagement throughout the customer's lifetime
- Conducted an average of 10 client trainings, 25 product trainings and 25 product reviews per week
- Provided expert customer insight to product management, marketing and sales on what innovation and continuous improvement was needed in the user experience
- Performed periodic customer success reviews that confirmed satisfaction
- Collaborated with product development and sales teams to identify areas of need for upsell/cross-sell opportunities
- Assisted with an average of 5-10 client escalations per week
- Achieved 93% renewal rate
- Met quarterly goals in upsells and other metrics
Manager of Customer Service
The CityBase Inc
09.2018 - 04.2020
- Reported directly to CEO/President, COO, & CTO
- Led 10 direct reports (2 Customer Support Team Leads, 6 Customer Support Representatives, 2 Hardware Support Representatives)
- Supervised the 3rd party phone center and 3rd party field technicians
- Headed customer support operations and hardware logistics
- Forecasted +$3M budget for team (i.e
- Employee overtime) and expenses (i.e
- Purchasing costs for kiosks in addition to parts)
- Managed and supported 90 accounts via email, phone calls, and meetings
- Served as the main point of contact for any/all escalations
- Provided high volume 24/7 customer support for Web based products, hardware troubleshooting, and application support
- Upsold products
- Traveled 75% of the year to manage installations (i.e., find electricians and contractors, assess functionality of the kiosks during pre-site visits, ship materials, and direct installations teams), perform overall client health checks, and attend executive meetings, trainings, as well as product demonstrations
- Traveled to client sites to perform the following: hardware escalation support, pre go live visit ensuring the location of the kiosk and/or point of sale system, post go live client visit ensuring customer adaption, and 'walk customers off the edge' if customer is not satisfied
- Orchestrated logistics of training sessions: scheduled trainings, shipped all hardware to the location
- Conducted an average of 15 onsite client trainings weekly
- Revised and updated Service Level Agreements (SLAs) based on weekend team meetings, weekly one-on-ones with individual support contributors, and weekly meetings with various departments increasing client satisfaction
- Worked closely with manufacturer regarding kiosks design, contract and warranty negotiations, pricing, and service requests
- Located service technicians that were covered under warranty by company manufacturer
- Identified external service technicians that were not covered by company manufacturer
- Selected vendors, negotiated pricing, and scheduled logistics, and determined the packaging of all hardware and kiosks
- Collaborated with staff members to implement customer service initiatives
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Assisted and monitored employee metrics and KPI's
- Conducted weekly one-on-one meetings with all direct reports for performance reviews, escalations, and overall health check-ins encouraging employee development
- Exceeded company and team goals
- Increased Productivity and Operations by 40%
- Boosted customer satisfaction by close to 30%, from 64% to 92%
- Attained 94% Service Level Agreement (SLA) achievement rate compared to previous achievement rate of 56%
- The achievement rate was based on response time, ticket response, and ticket resolution with a goal of 89%
Supervisor of Regional Operations
The CityBase Inc
03.2017 - 09.2018
- Oversaw all hardware operations including hardware support, hardware manufacturing, hardware purchasing, and field service
- Managed all 90 hardware accounts that had kiosks or point of sale locations
- Designed and negotiated all kiosk manufacturing contracts
- Performed all onsite installations including completing pre-site visits, clearing the location, guaranteeing full functionality, installing the kiosk, and scheduling the shipping logistics
- Itemized and secured +$2M inventory comprised of kiosks, replacement parts, tradeshow items, meeting props along with kiosk QA lab
- Held bi-weekly vendor meetings ensuring productions were completed within a given time frame while building trusting relationships
- Vetted new shipping companies, negotiated contract and pricing, and scheduled pickups and deliveries
- Established all Service Level Agreements (SLAs) and Master Service Agreements (MSAs)
- Ensured these were updated, signed, filed, and maintained
- Traveled 75% of the year for in-person meetings with all clients to ensure customer satisfaction
Project Coordinator
Elevate Digital
08.2012 - 03.2017
- Handled 60 accounts, 450 field kiosks, and 40 Simon property installations through weekly phone calls, emails, and site visits
- Provided tech support
- Communicated regularly to maintain good standings with all location contacts
- Provided exceptional customer support and service to 25+ clients daily resolving issues
- Conducted onsite training to 60+ clients
- Purchased booths, handled shipping logistics, and set up booths for all tradeshows
- Traveled 80% of the year for meetings, installations, and site visits
Education
Bachelor's - Business Management
Western Illinois University
Macomb, ILSkills
Customer Satisfaction & Success Inventory Management Operations Support & Management
Client advocacy
Customer segmentation
Sales enablement
Customer onboarding
Customer support
Data-driven decision making
Salesforce proficiency
CRM integration
Campaign management
Start-Up
Timeline
Director of Customer Success
Wovenmedia
09.2022 - Current
Director of Operations
V1 Sports
12.2021 - 09.2022
Director of Customer Success
V1 Sports
08.2021 - 12.2021
Customer Success Representative
AvePoint
08.2020 - 08.2021
Manager of Customer Service
The CityBase Inc
09.2018 - 04.2020
Supervisor of Regional Operations
The CityBase Inc
03.2017 - 09.2018
Project Coordinator
Elevate Digital
08.2012 - 03.2017
Bachelor's - Business Management
Western Illinois University
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