Bilingual Field Customer Success Manager

Carlos Salazar

************@*****.*** • 602-***-**** • Greater Phoenix, AZ

https://www.linkedin.com/in/carlos-salazar-4073b583/

● Client-Champion: Cultivate strong client relationships through hands-on leadership and commitment to client satisfaction.

● Results Driven: Deliver exceptional results even under pressure and within tight deadlines.

● Data Analytics: Leverage data insights to drive strategic decision-making and ensure sound evidence-based solutions.

● Project Management: Lead teams effectively through exceptional organizational skills and project management expertise.

● Versatile Leadership styles: Employ a blend of pacesetting, coaching, and servant leadership styles, and transformational approaches to meet the needs of different situations and individuals.

● Soft Skills: Diplomat, Harmony, Deliberative, Individualization, Relator, Arranger Technologies & Skills

Agile Project Management

Jira

Scrum Practices

Basic: R. SQL

Data Analytics

Alteryx

Bilingual: Spanish

Google Suites

CRM- Sales Force

Tableau

BPI Certified

Microsoft Outlook

Professional Experience

Nielsen Media

Bilingual Field Operation Manager - Customer Success - Arizona Territory April 2006 – January 2023 Developed talented diverse remote area managers to stellar performance metrics. Led cross-training to sales, area managers, and support staff for client satisfaction and exceeding company goals. Focused on client relations, retention(churn), and sustained market expectations through the life cycle. Evolved intensive training culture, focusing on skill development and performance optimization for team members.

Selected Accomplishments:

● Organized weekly market meetings with cross-functional teams to succeed with onboarding to increase the install completion rate from 85% to 93%.

● Maintained consistent in-field presence with B2B and B2C clients to complete installs, and address quality concerns. and client dissatisfaction which helped reduce churns of less than 5%.

● Increased team performance by 5% by implementing a comprehensive weekly 1:1 training program utilizing productivity analysis tools.

● Gained deep data insights via assorted proprietary systems, resulting in a 93% stellar performance. Utilized sprint methodologies when rapid responses were needed.

● Presented data-driven insights with visuals that influenced strategic action plans and sustained success. Updated monthly SWOT analysis for the overall health of the market and improvement plans

● Administered project management methodologies, and focussed on data to improve the changing environment. Transferable Positions:

Customer Success Manager, Technical CSM, Engagement Manager, Account Manager, Project Planning, Strategic Operations, Analytics, Enablement, and Operations Coordinator. Logistics, People Operations Manager, Governance, Territory Manager, Quality Control, Financial Stewardship, Implementation, Service Solutions Advocate Carlos Salazar

Technical Customer Success Manager(Field\Sales Representative) Training & Development Arizona March 1996 - April 2006 The face of Nielsen through the life cycle: Cold calling, sales presentation, installation, maintenance, and support for Nielsen customers. Independent Self-scheduling in technical, interpersonal, and professional representation. Proactively leveraged data analytics, and statistical research for needed action plans. Subject matter expert in field, sales, and company policies and processes. Strategic consistent accountability for logistics, fleet, and development Selected Accomplishments:

● Excelled in travel area performance metrics of 93%. Installation and maintenance contract goals and reduced churn. Assured Hardware/software/networking customization throughout life cycles. Maintained KPIs and excelled in client satisfaction rating 94%

● Leveraged daily reports, data analytics, and statistical research for area prioritizing.

● Onboarded internal/external clients and guided sales/field associates through evolving stages.

● Conducted in-field inspections and quality data to ensure a quality product while guiding associates in in-field policy practices and analysis reports. Resulting in 95% accuracy compliance results.

● Resourceful and adaptive for ad hoc priorities to assure business success, open to change. Core Competencies

Onboarding & Client Partnership

Business Strategic Planning & Execution

Analytics, Visualization & Storytelling

Expert in Client Retention(Churn)

In Field Trainer & Quality Control

Business Acumen

Quality Control and Compliance

Team Leadership & Development

Operational Excellence

Technical Mindset

Employee Engagement & Training

Logistics, Fleet, Financial Oversights

Education & Credentials

Business Administration: Minor: Communication Bachelor of Arts: Azusa Pacific University: Azusa, CA Professional Project Management Certification Google Coursera Professional Data Analytics Certification Google Coursera Business Analytics Certification 365 Data Science Business Process Improvement Executive Certification Nielsen Media

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