Customer Success Manager - HR Software Support

Charlie Arenas

Customer Success Manager

*******.******@*****.*** 415-***-**** San Francisco, Bay Area https://www.linkedin.com/in/charlie-arenas

SUMMARY

Dedicated Customer Success Specialist with over 9 years of experience in HR software implementation and client relationship management. Proven ability to guide customers from deployment to ongoing support, ensuring alignment with product needs and driving satisfaction. Skilled in issue resolution, cross-functional collaboration with Product and Development teams, and mentoring junior staff. Eager to leverage expertise in software support and CRM to enhance customer success initiatives. WORK EXPERIENCE

Customer Success Specialist (Flock, IS) Paychex

12/2017 – Present, Remote

Serve as a leading HR Software Support Specialist, executing the implementation of our current clients on the platform.

Contribute to the development of departmental goals, objectives, and quarterly product releases. Manage customer relationships, guiding them from initial demonstrations and deployments to successful final implementation and ongoing support. Monitor customer interactions with Flock products and services to align with their needs.

Prioritize and oversee the resolution of issues, bugs, or dissatisfaction by collaborating with appropriate internal teams.

Provide continuous feedback on customer roadmaps to Product and Development teams, ensuring that new features anticipate customer needs. Frequently request and assist with the implementation and development of innovative features.

Develop and sustain two-way communication channels with brokers and their customers, including their employees, to relay product updates, process changes, and procedural issues; similarly engage internally with Engineering and Product Development.

Maintain an advanced understanding of multiple Paychex products, as well as relevant industry policies and procedures.

Identify and implement opportunities for process enhancements. Demonstrate advanced proficiency with systems and software packages, including HRIS, Salesforce, Flex, Core Advanced, and ORS.

Mentor less experienced teammates to enhance team capabilities. Document all interactions and utilize the insights to improve service delivery. EDUCATION

Bachelor of Arts (B.A.) - Cinematography and Film/Video Production San Francisco State University 2005 – 2007, San Francisco

High School - General Studies Woodland Christian High School 1999 – 2002, Woodland

SKILLS

Salesforce.com Administration, Customer Relationship Management (CRM), HRIS implementation, Software Support, Human Resources Administration, Flex, Core Advanced, ORS, ADP, ADP troubleshooting, Video Production, Customer Success, Leadership, Communication, Problem Solving, Mentoring, Grant Writing, Operations Management

LANGUAGES

Spanish

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