Special Education Customer Success

Christopher A. Mendoza

************.******@*****.*** 210-***-**** Houston, TX Open to Relocation www.linkedin.com/in/chris-andrew-mendoza

Accomplished CS professional skilled in client management, scaling business, establishing best practices, and growth EXPERIENCE

HOUSTON INDPENDENT SCHOOL DISTRICT August 2024-Present Assistant Principal

• Led the science department from a Proficient to Accomplished rating.

• Drove 75% increase in student science grades through strategic interventions and teacher development.

• Reduced behavioral referrals and incidents by 30% decrease through interventions and teacher development.

• Transitioned 10% of special education students out of special education through effective interventions and academic support.

• Spearheaded data-driven instructional strategies that significantly improved student engagement and achievement.

• Developed and facilitated professional development sessions on best practices for special education instruction and differentiation

• Increased use of Artificial Intelligence in the science department from 17% to 100%. Special Education Teacher

• Increased mid-cycle assessment scores from 30% to 70% of students passing.

• Designed and implemented a structured instructional framework that improved lesson delivery and student engagement.

• Awarded Teacher of the Month for outstanding dedication, student impact, and leadership in special education.

• Led professional development sessions for staff on best practices in special education, co-teaching, and accommodations.

• Introduced innovative teaching to support diverse learners, resulting in improved classroom performance and student confidence. LAVNER EDUCATION, Philadelphia, PA

Customer Success Specialist (part-time; evening and weekend) April 2024-present

• Resolved an average of 50 support tickets each day.

• Upsold an average of $2,400 dollars each day in summer camp reservations.

• Resolved customer feedback and issues to help maintain a customer satisfaction score of 4.7 out of 5.

• Triaged customer support issues simultaneously via chat, phone and email.

• Strategically advised customers effective product/service utilization. PANORAMA EDUCATION, Boston, MA

Director of Project Management, Customer Success Aug. 2023-June 2024.

• Led customer success, technical support, solutions engineering, implementation and project managements teams in retaining and growing $62 million in total company revenue.

• Increased department wide on-time delivery rate from 80% to 93% and customer satisfaction scores from 7.0 to 9.3 out of 10

• Restructured customer success teams based on company needs, resulting in a 17% decrease in required headcount.

• Increased overall team efficiency by 15%, as measured by staff capacity and workload.

• Identified deficiencies in gross margins for select customer success programs and increased overall profitability by 10%.

• Standardized company best practices by leading, or supporting, programs: Zendesk, Gainsight, Smartsheet and Salesforce Senior Manager, Enterprise Customer Success Oct. 2022 - Aug. 2023

• Lead the customer service and project management teams in the retention and growth of enterprise-level clients, totaling $23 million in overall revenue; co-lead solutions engineering, implementation and technical support teams.

• Maintain an average department on-time delivery rate of 98% with an average customer satisfaction score of 9 out of 10

• Restructured Enterprise team, decreasing inefficient staff headcount of one team to add headcount to 4 additional teams

• Support the launch and development of new product lines, consistently onboarding 70% of clients onto early rollout initiatives.

• Support the development and generation of customer marketing, product launch, and customer enablement tools for 600+ clients.

• Decrease delivery time of integration customer projects by an average of 40% to increase time to value for Enterprise clients Senior Manager of Project Management, Customer Success May 2022 - Sept 2022

• Supported the growth of Panorama’s largest contract from $1.3 million to $3.2 million in the New York City Department of Education

• Redesigned and implemented Key Performance Indicators and tracking, increasing on-time project delivery from 62% to 80%.

• Led team in reducing the average time to value from 14 weeks to 6 weeks from contract signing.

• Co-developed, and implemented, client delivery model for Enterprise clients totaling $20 million in overall revenue.

• Alongside the Account Management team, led Customer Success team to largest rate of contract expansion by segment (Enterprise)

• Alongside the Account Management team, led Customer Success team to largest revenue expansion by segment (Enterprise) Manager, Implementation Oct. 2021 - May 2022

• Supervised the technical implementation and data integration of a client group totaling $18 million

• Designed and implemented Key Performance Indicators, bringing team KPI’s, increasing on-time task delivery to 85%

• Enhanced technical documentation, customer documentation and project documentation, decreasing errors in client delivery.

• Co-launched the specialization of team responsibilities into separate teams, resulting in a 50% increase to overall team efficiency.

• Support the development of team proficiency in software updates and new implementation practices.

• Lead improvements to quality assurance practices to reduce project delivery/client experience errors RETHINK EDUCATION, New York, NY

Professional Services Director Nov. 2020- Oct. 2021

• Supervise multi-year implementation and professional development plans for urban, suburban, and rural districts totaling $3+ million.

• Achieved an average team end-user engagement rate of 60% across territories of Texas and Louisianna for entire team.

• Led the implementation and professional development of Houston ISD, growing contract from $350,000 to $1 million

• Coordinate district level response to social crises alongside district leaders by leveraging PD, Rethink resources and Rethink products.

• Support the Sales team through product training and strategic advising to district leaders—resulting in $300,000 of new revenue

• Develop and Supervise district health and user progress monitoring methods to track the territorial account health of ~40 districts Professional Services Coordinator June 2019- Nov. 2020

• Design small- and large-scale multi-year implementation plans for districts in total of $1 million.

• Oversee the creation of new content, improvements to PD, and product training for a team ACV of $2 million.

• Support rapid school district adoption, and implementation, of Rethink Products to reduce time to value to ~2 months.

• Collaborate with internal staff, and district reps to design scope and sequence for training & support.

• Provide on-site (and remote) professional development on Rethink platform, trauma, special education, and SEL.

• Collaborate with teams to identify customer needs, values, and marketing strategies. CITY OF SAN ANTONIO, San Antonio, TX, Behavior Specialist; SpEd Coordinator Aug 2017-June 2019 CHRISTIAN FAMILY CHURCH, San Antonio, TX. Director of Special Education (part-time, evening) Aug 2016-June 2019 NORTHSIDE INDEPENDENT SCHOOL DISTRICT, San Antonio, TX, Special Education Teacher Aug 2015-May 2017 SAN ANTONIO INDEPENDENT SCHOOL DISTRICT, San Antonio, TX, Special Education Teacher Aug 2013-July 2015 EDUCATION

SCHREINER UNIVERSITY, Kerville, TX, Class of 2018

Mid-management Certificate

THE JOHNS HOPKINS UNIVERSITY, Baltimore, MD Class of 2015 Master of Science in Education

THE UNIVERSITY OF TEXAS AT AUSTIN, Austin, TX Class of 2013 Bachelor of Arts, English

Bachelor of Arts, Government

Bachelor of Arts, Rhetoric

SOFTWARE AND PROGRAMS

Salesforce, JIRA, Asana, Smartsheets, ZenDesk, Google Suite, Slack, UltraCamp, Gainsight SKILLS

Empathy, Communication, Cross-Collaboration, Vision Setting, Strategizing, Goal Setting, Delegation, Motivation, Compromise, Resourcefulness, Talent Development, Decisiveness, Solutioning, Consensus Building, Resilience and Data-Based Storytelling. ACHIEVEMENTS

• Houston Independent School District: Teacher of the Month

• Panorama Education: 3x “Outstanding Impact” Employee Rating

• Panorama Education: 1x “Significant Impact” Employee Rating

• Rethink Education: Supported territory with highest total contract expansion for FY 2020

• City of San Antonio: Awarded “Possibilities in Actions Partner” by Texas Association of School Psychologists

• Northside Independent School District: Morgan’s Wonderland National Special Education Hall of Fame Inductee

• The Johns Hopkins University Award for Excellence in Teaching

• San Antonio Independent School District: Rising Star, Campus New Teacher of the Year

• Teach for America, 2013 Corps Member

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