Justin Mandaro - Solutions Consultant

845-***-**** add4qi@r.postjobfree.com https://www.linkedin.com/in/justinmandaro/ SUMMARY

● Passionate, driven and efficient in strategizing & defining positive business outcomes for SaaS platform customers and designing successful deployment & retention solutions.

● Skilled and experienced with leading and developing programs with multiple learning paths & strategies with proven ability to manage timelines and exceed milestones.

● 7+ years’ experience in customer success, account management & enablement with deep knowledge and intellectual curiosity of direct marketing, mobile marketing automation, API's and analytics.

● Versed in technologies such as Google Suite, MS Office, Facebook Business Manager, Salesforce, Zendesk, Cornerstone, Airtable, Zoom, Loom, Pendo, Sprinklr, Jira, Clari, Camtasia, & Final Cut Pro. EXPERIENCE

Sprinklr, Austin, TX - Learning & Development Manager and Client Success Manager 2015 - 2019 - Learning & Development Manager

● Delivered value to enterprise customers by onboarding and cultivating strong relationships, assessing business learning priorities, and providing guidance & best practices on optimizing the Sprinklr platform. Customers included Nike, Microsoft, Groupon, Verizon & Toyota.

● Achieved a 95% satisfaction score on design and implementation of an interactive learning program resulting in the participation of more than 300 client users in the first month.

● Collaborated with cross-functional teams, interpreting usage data & feedback into actionable insights.

● Owned and implemented company-wide orientation for a 300+ Professional Services team, including logistics coordination, instructional design, facilitation and evaluation.

● Designed and developed a culture of solutions to connect customers across a variety of mediums

(in-person, virtual, eLearning, videos, gamification, management reinforcement & mentorship tools).

● Led and implemented initiative to develop program certifications/exams for both internal and external stakeholders that succeeded with a 96% pass rate.

● Partnered with product marketing leadership to vet and drive GTM strategy for future releases and ongoing product education.

2012 - 2015 - Client Success Manager

● Identified and presented opportunities to develop materials designed to maximize customer vision

& experience, support business-wide adoption, and deepen system proficiency.

● Served as Lead Sprinklr consultant, consulting and partnering with up to 20 clients simultaneously at varying stages of the account lifecycle, from inception & pre-sales to delivery.

● Designed an external platform training program for more than 1,000 client users resulting in a satisfaction score consistently above 90%.

● Facilitated onboarding and strategy, resulting in an increase of 72% platform adoption per end user.

● Successfully orchestrated the transition from sales to success through clear & concise project management timelines and milestones.

● Developed Success Manager training program to generate 30% increase for client adoption and over 60% growth in client retention utilizing knowledge transfer. EDUCATION

● SUNY Rockland Community College, New York - AA, Communications: Media Arts