BAHAREH PINEIRO

*** ****** ***** • Orlando, FL **828 • P: 510-***-**** •

ad4hu9@r.postjobfree.com

SR. CUSTOMER SUCCESS MANAGER

Multi-faceted candidate offering 25+ years of advanced customer data analysis and problem solving. Keen ability to develop innovative approaches to grow accounts through in-depth business analytics complimented by top-level reporting tools that provide metrics and key risk elements. Rich mix of account management, technical support, order management and fulfillment, customer service, sales and operations support designed to deepen client relationships and drive revenue growth.

PFL- Sr. Enterprise Customer Success Manager (Dec. 2022- Jan. 2024)

• Strategically conducted monthly and quarterly EBRs/QBRs

• Self-starter- goal oriented and thrives on proven results in short time frames

• Established deep relationships with our customers quickly and gained their trust.

• Successfully met quota MoM while ensuring that the customer’s goals and needs were met.

• Took initiative and used critical thinking to create campaigns and programs for our customers that would render high ROI for them.

• Focused on positive outcomes through benchmarks/KPI etc. for our customers to ensure a secured renewal process and further upsell efforts.

• Ensured that our customers were fully enabled and understood the PFL vision for successful direct mail using existing marketing technology.

• Outlined future roadmaps for our customers and illustrated growth through strategy and planning.

• Partnered with onboarding team to ensure a smooth onboarding transition for our customer.

• High retention/renewal rate of 98% in book of business.

• Conducted webinars, enablement training sessions, and leadership CSM Power Hour. Sendoso- Sr. Enterprise Customer Success Manager (Jan. 2022 - Oct. 2022)

● Managed a large portfolio of Enterprise Customers (ARR: 3.8 million)

● Assisted with any and all Sendoso needs throughout the customer’s lifecycle

● Conducted enablement sessions to help train SDRs and BDRs with their door opener goals

● Worked closely with Marketing Executives on large event sends, webinars, and C-suite sends

● Strategically outlined a playbook for sales and marketing teams to successfully execute their ABM initiatives

● Ensured that customers were spending double of their original investment with Sendoso quarter over quarter

● Aligned benchmarks with KPI to show true ROI and incentives teams to push for more sending and spending

● Illustrated how the right send with the right messaging can capture your target audience and raise your goals to new levels

● 96% retention rate, 95% upsell goal reached each quarter

● Conducted daily, weekly, bi weekly, and monthly call cadences with customer to continue communication

● Conducted 10+ EBRs with customers per quarter

● Ensured customers were integrating with Sendoso to help automate the process for them and essentially reduce the time in the platform manually sending Jobvite - Sr. Enterprise Customer Success Manager (Nov.2019- Jan. 2022)

● Managed a large portfolio of Enterprise customers (ARR: 3.9 million)

● Built rapport and trusted advisor relationship with customers and partners to drive feature product adoption, renewals and upsell opportunities

● Conducted daily, weekly, bimonthly, monthly, and quarterly health check and EBRs in calls with clients

● Continuously reviewed customer accounts to help with TA maturity and growth opportunities

● Assisted clients with optimization and help guide and train them on the tools available

● Worked closely with sales to properly position upsell and contract renewals

● Demonstrated how to navigate and use Jobvite live as well as video demos

● Educated customers on new releases and future roadmaps

● Heavily involved in the reduction of churn and the helped ensure renewals

● Promotes Professional Services and packages as much as possible.

● Created documentation and assisted with internal process changes.

● Supported NPS Scoring with clients as well as CSAT. Sonim Technologies Inc. - Sr. Customer Experience Program Manager (Mar. 2013- Oct. 2019)

● Served as a lead and main communication point in all phases of event development, including creative planning with top tier customers and internal stakeholders

● Researched and gathered information needed to make informed decisions and recommend future improvements (analytics)

● Served as a creative thought partner, staying abreast of industry trends, best practices, emerging technologies and leveraging that knowledge to innovate within my company

● Managed all aspects of cross training for the company (Salesforce, NetSuite, ERP, Bugzilla etc.)

● Created a brand new “Customer Experience Center” in Sarasota Fl. (from beginning to end)

● Created webinars, training material, and documentation for pre and post sales teams

● Retained and maintained 4 million dollars ARR within first year of employment Education-

● Bachelor Program: (Business Management) Penn Foster University GPA 3.8

● MA Certification Program: Unitek College (MA) 4.0 GPA

● Communications Certification Program: Academy of Broadcasting GPA 3.8 Technical Profile-

Microsoft Word, Excel, Power Point, Slack, Totango, PeopleSoft, Cognos, Oracle, Business Objects,Documentum, JAS Systems and Microsoft Publisher, Sales/Support Force, Contractual Database, Various Proprietary Data Management Tools, AHD (Account Health Dashboard, Admin Tool, Microsoft Outlook), NetSuite, Outlook, Box.net, Survey Monkey, Ring Central, Confluence, Salesforce, Support Force, SalesLoft, Eloqua, Catalyst, Google Mail, Google Business Suite

Contact this candidate