Customer Success Account Management

-NOEL ROMAN-

Account Management Revenue Growth Relationship Management Continuous Improvement

ad5rwv@r.postjobfree.com • 818-***-**** • LinkedIn

An innovative and driven self-starter with expertise in Account Management, Customer Retention, and Leadership. Proven experience creating and deploying strategic initiatives that drive profitability, while cultivating and nurturing relationships with colleagues and clients. Known for aligning cross-functional teams to drive engagement and advocacy. Passion for creating a culture founded on integrity, teamwork, and agility while communicating a clear vision with an executive mindset. Fluent in English and Spanish.

CAREER HIGHLIGHTS

Account Management: Successfully implemented a $1.5M enterprise-wide project at Orange Business Solutions, including backup mission procedures and server data center movement.

Revenue Growth: Generated more than $5M in Upsells and $25M in client retention revenue at SITA by championing excellence in customer service, operations, and delivery.

Risk Mitigation: Implemented strategic risk mitigation measures at SITA to reduce incidents by 20% per month.

SIGNATURE QUALIFICATIONS

Customer Engagement Team Leadership Digital Transformation

Delivery Management Key Account Management Project Management

Strategic Planning Business Continuity Risk Management

PROFESSIONAL EXPERIENCE

Senior Customer Success Manager • Dallas, TX August 2012 – December 2023

SITA (Societe Internationale de Telecommunications Aeronautiques)

Nurtured and grew key accounts by delivering high-quality support to major global airline and government customers. Drove customer objections through mission-critical communication optimization, strategic risk mitigation, crisis management, and continual customer-focused process improvement.

Key Account Management: Delivered high-quality support to global service territory customers, utilizing customer success best practices to increase overall client satisfaction. Maintained extensive knowledge of products, customers, and the market to best meet customer needs.

Business Reviews: Established consistent executive and strategic business reviews to monitor client engagement.

Crisis Management: Identified and resolved complex customer issues while supervising the escalation and crisis management process. Oversaw end-to-end operational escalation management to solve customer issues quickly, enhancing overall customer success.

Business Development: Identified renewal and expansion opportunities in partnership with the sales team to further business objectives and meet customer needs.

Customer Relationships: Collaborated with cross-functional business solution lines to enhance client communications across teams and suppliers. Optimized communications to ensure seamless distribution while providing pivotal support for high-velocity automated lines and clients.

Process Improvement: Pioneered continuous improvement efforts focused on customer success resulting in heightened service quality of +7%. Focused on strategic risk mitigation and service improvements driven by performance data.

Global Account Management: Executed global air travel account management through customer service, operational performance, maintenance, and service delivery for global airline and government accounts. Successfully grew revenue by ensuring efficient functioning of services and maintaining high operational performance standards.

Customer Success Management: Fostered robust collaborations with customer channel partners and SITA executives to boost product adoption and client renewal. Developed and implemented impactful service improvement plans, resulting in a 15% increase in customer satisfaction.

Customer Service Manager • Los Angeles, CA 1998 – 2012

Orange Business Services

Led a global, $20M account while spearheading the development of project requirements, data models, and comprehensive documentation across entire project lifecycles.

Project Management: Planned, supervised, and finalized various enterprise-wide projects for the client, such as backup and back-out procedures, validation of database integrity, and physical movement of server data.

Negotiations: Utilized negotiation and communication skills to resolve client problems globally and achieve effective solutions and interventions.

Leadership: Guided and directed project management and account teams to customize fault management and reporting procedures for network issues.

Operations Optimization: Enhanced services by 15% managing performance and maintaining high standards while using operational reports.

ADDITIONAL EXPERIENCE

Lead Network Controller • SITA • Los Angeles, CA

EDUCATION & TRAINING

Bachelor of Science, Telecommunication Management • DeVry University, Los Angeles, CA

Data Communication Certificate • University of California • Los Angeles, CA

Customer Success Manager Certificate / SITA Service Manager

ITIL Certificate

CCNA Training Course

Project Management Training