Customer Success Manager

Elizabeth (Liz) Cacich

***************@*****.*** 612-***-**** Bloomington, MN https://bit.ly/MultilingualCSM WORK EXPERIENCE

Customer Success Manager – Central Region Remote

DAT – Provides SaaS for freight matching and logistics for carriers, brokers, and shippers. 2024 - Current

Manage monthly quota of $1.4M book of business using data from Salesforce, Tableau, and Google Sheets.

Exceed monthly metrics closing above 100%.

Oversee 80+ Daily Outbound, Inbound calls, Emails and Slack. o Led onboarding of 5-7 new accounts weekly

o Complete 7 – 10 Account Reviews weekly

o Monitor Leads, Tasks, Cases, Opportunities in Salesforce through to completion o Assist with Spanish and Brazilian Portuguese calls and correspondence o Use AI tools Glean and Gemini to assist in day-to-day tasks and correspondence

Facilitate Demos showing carriers how to get the most out of their subscription

Aid in the management of over 3 thousand central accounts

Minimize churn and maintain a monthly MRR of over $1.4M per month

Partner to innovate to drive growth and opportunities for the region

Recipient of inter departmental and company wide recognition for upholding company values

Develop and implement complex and relational selling tactics

Support management of Outgo leads in HubSpot during post-acquisition transition to ensure seamless integration. Customer Success Manager – Latin America and Caribbean Eden Prairie, MN Arcserve - “Protecting what’s priceless,” by delivering powerful SaaS for data protection and recovery. 2019 – 2023

Managed annual $2M book of business recognized for exceeding quarterly metrics closing 111% on average.

Facilitated 70+ Daily Outbound B2B touches (disaster recovery and data backup). o Led onboarding of 5-7 new accounts monthly

o Assisted direct report with onboarding accounts valuing over 75K ARR in their territory. o Updated and created new onboarding materials using OneNote for coworkers to manage all Latin America (LATAM) and Caribbean renewals.

Managed complete existing install base in SFDC and NetSuite for Brazil, assisting in Brazilian Portuguese as requested. o Activated existing group email boxes and created inbox management processes that improved efficiency by 25%.

Maintained technical support escalation box and interpreted in Spanish or Brazilian Portuguese on calls with the Escalations Director when requested.

Customer Success & Renewals Specialist

Arcserve 2016 – 2019

Used NetSuite, SFDC, Zendesk, and MSOffice to manage all renewals for Latina America, the Caribbean, and Brazil with a total value of $4 million over 8 quarters.

Initiated activities that promoted growth of ACV (annual contract value) and TCV (Total Contract Value) quarter over quarter by 40% o Completed 3 – 5 customer service technical support ticket escalations on a weekly basis that increased CSAT by 30%. o Developed processes that assisted in streamlining and automating renewals increasing efficiency by 45%.

Facilitated cross departmental development programs to increase cross selling and up selling opportunities with renewals increasing value by 15% on average for a $2.2M book of business. Bilingual Account Specialist – Latin America and Caribbean Shakopee, MN Entrust - Secures identities, payments, and data with advanced solutions. 2012 – 2016

Facilitated $3.5M in annual sales for channel partners, dealers and 12 distributors in Latin America and Caribbean with order management and pre-sales inquiries.

Collaborated with Pricing Master quarterly to ensure price books were updated and exchange rates were locked in.

Ensured that import/export Incoterms were correct for over 25 countries including tailoring per country requirements, laws, and standards for each order.

Initiated, led, and participated in interdepartmental projects to improve customer experience by 30% for Latin America, the Caribbean, and globally.

EDUCATION

Saint Mary’s University, Minneapolis, MN Master of Arts: International Business Winona State University, Winona, MN Bachelor of Arts: Spanish

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