Customer Success Executive Director

Alberta M. Sanchez

815-***-**** *************@*******.*** LinkedIn

Objective

Strategic, client-first executive with 18+ years of experience leading high-impact SaaS and enterprise customer success programs. Proven ability to develop client-centric strategies, drive customer lifetime value, and lead diverse, cross-functional teams. Passionate about leveraging AI/ML, consultative sales approaches, and digital innovation to enable business transformation and customer retention. Seeking an Executive Director role to partner with forward-thinking companies and expand growth, value, and impact.

Core Competencies

• SaaS AI/ML Digital Transformation

• Healthcare Solutions and Sales

• Client Success & Lifecycle Strategy

• Revenue Growth & Retention Optimization

• Team Leadership & Enablement

• Enterprise Consultative Sales (M.E.D.D.I.C.C.)

• Account Planning Forecasting QBRs

• GTM Strategy Cross-Functional Leadership

• C-Suite Engagement & Storytelling

• Program Management KPI Delivery

Professional Summary

Head of Sales and Marketing

PenguinData, Dallas, TX February 2025 – July 2025

• Lead sales and marketing strategies to drive revenue growth and elevate brand awareness across target markets which include infrastructure, construction, telecommunications, and utilities.

• Integrated AI ML and SaaS platforms into outreach, reporting, and customer journey optimization.

• Develop and implement data-driven go-to-market marketing ad sales campaigns and strategies, optimizing customer engagement, conversion rates, and ROI.

• Oversee cross-functional collaboration between sales, marketing, and product teams to align initiatives with company objectives.

• Strengthen client relationships through personalized outreach, department collaboration, strategic account management, monitor market trends and competitive advantages.

• Analyze market trends, customer behavior, and competitor activities to refine business strategies and uncover new opportunities.

• Spearhead innovative go-to-market strategies that position the brand competitively and support new product or service launches.

• Leverage CRM and analytics platforms to track campaign performance, refine tactics, grow pipeline generation, forecast and drive continuous improvement through operational and sales excellence.

• Mentor and lead high-performing teams, fostering a culture of accountability, creativity, and results-driven execution.

Regional Principal Customer Success Sales Manager –B2B, Enterprise and Public Sector Aventiv Technology, Dallas, TX October 2024 – March 2025

• Led AI learning and SaaS implementation strategies tailored to DOJ-regulated environments to improve operational workflows and service intelligence with telecommunications companies.

• Spearheaded customer success and sales strategies for high-impact government and B2B and enterprise accounts across the Eastern region, including the Department of Justice

(DOJ), ensuring service alignment with regulatory requirements, and driving client satisfaction. Over 62 accounts.

• Created and implemented customized business plans focused on retention, service expansion, ROI, and compliance, supporting government account objectives and enhancing operational efficiency.

• Led a cross-functional team and cross channel collaboration to resolve escalated issues and improve support processes, analysis data insights to drive continuous service improvement.

• Served as the main point of contact for DOJ stakeholders, fostering strong partnerships through strategic engagement and responsive client solutions.

• Oversaw deployment of advanced monitoring technologies, collaborating with product teams to align solutions with DOJ compliance and program needs. Regional Director, Customer Success and Digital Sales Verizon Business, Irving, TX June 2022 – May 2024

• Spearheaded and developed customer success and sales initiatives across four states, leading 36 analysts and 4 senior managers, 7 states and 113 retail stores; enhanced customer experience and boosted upsell conversion and retention rates.

• Directed cross-functional teams and managed stakeholder relationships; presented persuasive business cases and financial reports to support strategic decision-making.

• Developed and executed a comprehensive business plan that resulted in a 20% increase in overall revenue.

• Pioneered AI ML models and SaaS-based dashboards to support customer experience and upsell strategies.

• Implemented innovative media marketing and management strategies, driving a 25% increase in customer engagement.

• Orchestrated end-to-end trade show strategies, including vendor coordination and brand representation, resulting in a 30% increase in qualified leads and partnership opportunities.

• Designed and launched targeted training programs for sales and customer success teams, improving onboarding efficiency and reducing ramp-up time by 40%.

• Leveraged CRM analytics to identify growth opportunities, streamline workflows, and enhance account management—contributing to a 15% lift in client satisfaction scores. Regional Territory Sales Manager

Spectrum, Dallas, TX July 2020 – June 2022

• Incorporating AI learning systems and cloud-based SaaS platforms for pipeline forecasting and customer behavior tracking.

• Exceeded sales and customer success objectives by leading, mentoring, and motivating a high-performing team of 150+ employees across 17 regional locations and 2 states driving consistent performance that surpassed $1M in monthly sales per location.

• Directed comprehensive market analysis and competitive intelligence efforts to identify expansion opportunities, which informed targeted marketing strategies and contributed to a 22% increase in regional customer acquisition.

• Partnered with cross-functional teams in sales operations, field marketing, and customer retention to streamline the customer journey and improve lifetime value.

• Oversaw financial operations including budget forecasting, expense management, and resource allocation, achieving a 10% reduction in operating costs while maintaining service excellence and staff retention.

• Launched localized marketing campaigns based on community demographics and consumer behavior insights, resulting in a 30% boost in brand visibility and a measurable lift in foot traffic to regional offices.

• Introduced team performance dashboards and implemented KPIs that improved accountability and optimized productivity, leading to a 15% increase in employee efficiency.

• Played a critical role in the implementation of CRM and customer feedback systems that improved service response times and enhanced customer satisfaction scores by 18%. Regional Go-To-Market Consultant

Comcast, Atlanta, GA October 2019 – May 2020

• Developed and executed integrated marketing plans across digital, print, and event channels for promotions and new product rollouts, resulting in a 25% increase in product adoption within targeted markets across 6 states and 75 stores locations.

• Conducted comprehensive post-promotion performance analyses using CRM data, market trends, and customer feedback to optimize future campaign strategies, improving overall marketing ROI by 15%.

• Piloted SaaS-based campaign measurement tools and utilized AI-driven segmentation for improved targeting and efficiency.

• Collaborated cross-functionally with sales, product development, and analytics teams to align marketing initiatives with business objectives, enhancing go-to-market effectiveness and accelerating time-to-conversion cycles.

• Led customer segmentation and persona development to refine targeting strategies, increase campaign personalization, and improve customer engagement metrics by 20%.

• Managed vendor relationships and external creative agencies to ensure brand consistency and timely delivery of marketing assets.

• Supported the launch of a regional customer loyalty program, contributing to a 12% uptick in repeat customer activity within six months. Senior Sales Associate District Manager

Verizon Wireless June 2008 – October 2019

Locations: New York, Georgia, North Carolina, Texas-Metropolitan Areas Held multiple progressive leadership roles including Senior Sales Associate, Supervisor, Assistant Manager, Store Manager, Multi-Unit Manager, and District Manager. (3-17 locations)

• Applied AI learning systems to predict customer preferences and optimize sales cycles across multiple regions.

• Utilized SaaS tools to streamline operations, support inventory management, and improve cross-location communications.

• Recruited, trained, and mentored sales teams to exceed KPIs in revenue, customer satisfaction, and upsell targets.

• Directed the launch of multiple retail locations, overseeing staffing, merchandising, and localized marketing campaigns.

• Developed operational playbooks for regional use, improving process standardization and reducing onboarding times.

• Partnered with B2B and enterprise teams to pilot new wireless solutions, IoT devices, and digital support platforms.

• Managed budgets, payroll, scheduling, and financial reporting with consistent recognition for fiscal accuracy and performance.

• Recognized regionally for innovation, customer satisfaction, and revenue performance in highly competitive markets.

Achievements and Certifications

• HIPAA Certification (2025)

• Care Assistant Certification (2025)

• MEDDICC Sales Strategies & Methodologies Certification (2024)

• PMP Certification (June 2020)

• Six Sigma Black Belt Certification (2019)

• Top Division Performer (2021 Q2, Q3, Q4)

• Drive to 5 #1 Spot (Feb-May 2017)

• Coin of Excellence (2015, 2016)

• Expert Level: Vision, Salesforce, Microsoft Office suite, HubSpot

• Successfully managed a portfolio of over $10M in revenue, ensuring operational efficiency and customer satisfaction.

Education

• Masters in Business Management (Minor: Business Management), Capella University

(Current)

• BA in Mass Communications (Minor: Marketing), Southern Illinois University, Carbondale (May 2007)

Internships

• Walt Disney World – Orlando, FL / Concierge and Client Relations Fall & Winter 2006

– Spring 2007

• AES Solar – Carterville, IL / Client Relations Summer 2006

• Summit Solar – Joliet, IL / Front Desk and Customer Service Summer 2007–2008 Skills and Competencies

• Leadership and Team Management: Proven ability to lead and mentor teams, fostering a culture of excellence and continuous improvement.

• Technology Proficiency: Advanced use of GenAI learning tools, CRM systems, and SaaS platforms to improve business performance.

• Customer Experience Optimization: Expertise in developing and implementing strategies to enhance client satisfaction and loyalty.

• Operational Excellence: Strong track record of streamlining processes and driving operational efficiencies.

• Strategic Thinking: Ability to develop and execute business strategies that align with organizational goals and drive growth.

• Data Analysis and Decision-Making: Proficient in analyzing data and deriving actionable insights to inform strategic decisions.

• Communication and Interpersonal Skills: Excellent communication skills for successful interaction at all organizational levels.

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