Customer Success Account Manager

Jesse Molina

www.linkedin.com/in/molinajesse ● 408-***-**** ● ********@*****.***

PROFESSIONAL EXPERIENCE

ORIGIN Brand Agency, The Woodlands, Texas (Remote); Senior Customer Success Account Manager 01/2024 – Present

• Develop and implement customer success programs that drive 100% marketing goals and objectives.

• Work with the marketing team to develop and deliver marketing materials that meet the needs of our customers.

• Track and measure customer success metrics and report on program performance.

• Identify and troubleshoot customer issues and develop solutions to ensure customer satisfaction.

• Build strong relationships with top 10 customers and act as a trusted advisor.

• Collaborate with cross-functional teams to ensure 100% customer success. NeoTech, Fremont, CA; Senior Account Manager 07/2022 – 12/2023

• Managed all customer-facing activities and led the Customer Focus Team (CFT) to ensure customer requirements were met efficiently.

• Directly collaborated with all teams to identify and grow new business opportunities within the existing client base by 10-25% quarter over quarter.

• I identified, defined, documented, and managed 100% customer expectations, aligning these with criteria to ensure a high overall Customer Satisfaction Index (CSI).

• Coordinated program updates, including quality, cost, and delivery, with a strong focus on communicating effectively with customers to anticipate needs and provide proactive solutions.

• Coordinated 100% of quotes and new business requests, ensuring accurate cost impact and adherence to established terms and conditions.

• Managed overall project risks and opportunities and acted as the leader among CFT teams to ensure projects were meeting established requirements, priorities, and timelines.

• Developed and nurtured customer relationships and identified additional revenue growth opportunities.

• Organized and prioritized team activities with customers and internal stakeholders. VMWARE/VELOCLOUD, Palo Alto, CA; Senior Account Manager 05/2019 – 07/2022

Collaborate with cross-functional teams to drive SD-WAN/SASE sales success.

Train and support 30+ partners on the VMware SASE portfolio to enhance their sales capabilities.

Manage and support SD-WAN sales in the Southeast territory.

Develop and deliver impactful SD-WAN demos and webinars to educate VARs, MSPs, and Telcos.

Met 100% of quota goals quarter over quarter.

ASKLYTICS, (STEALTH MODE), Sunnyvale, CA; Senior Sales Consultant 07/2018 - 07/2019

• Worked directly with CEO to put together strategic sales plan and process.

• Identified prospective clients and key channel partners.

• Reviewed sales tools and procedures to set the groundwork for sales and channel team.

• Consulted on marketing efforts. Made sales calls to bring on customers to help start up out of stealth mode. https://magazine.cioreview.com/magazines/June2018/APM/#page=1

• Goals attained at 100% and 120% of MBO’s met

RADWARE, Sunnyvale, CA; Senior Channel Account Manager 05/2017 - 07/2018 Strategic Partnerships/Alliances – Cloud and Service Provider Sunnyvale, CA

Manage end-to-end strategic partner relationships for sales growth.

Develop and execute go-to-market strategies with current partners to empower their sales teams.

Establish and manage the CSP Resell Toolbox program to streamline partner onboarding and drive sales.

120% quota attainment quarter over quarter

RAHI SYSTEMS, Fremont, CA; Senior Channel Account Manager / World Wide Business Development Manager 05/2016 - 05/2017

• Trained staff on prospecting best practices in order to improve prospect quality. Engaged with the wider workplace team including marketing, support, sales, operations, and program teams to enable distributors and resellers globally.

• Oversaw and made improvements to the Zoho CRM database and used it to forecast sales opportunities and activities.

• Analyzed market information and data to make strategic marketing and branding decisions, to perform market segmentation, and formulate short term and long-term budgets.

• Served as liaison and worked directly with the marketing team to generate leads through email campaigns. Presented weekly status reports to senior management regarding project updates, forecasts, and sales revenues.

• Identified prospective business opportunities by effectively collaborating with key channel partners and decision makers.

• Represented organization and built a reputation by providing customers excellent service, follow-up, and solutions to problems.

• Identified prospective customers and Channel Partners by attending trade shows and conferences

• Attained 100% of MBO's each quarter and processed 100% of all assigned leads EDUCATION, TRAINING & PROFESSIONAL DEVELOPMENT

HEALD COLLEGE, Milpitas CA., Network Security, 2005 BASHO, Campbell, CA; Sales Strategies

DALE CARNEGIE, San Diego, CA; Sales Training

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