Gerardo Alfonso Batallones
Customer Success Manager
Parañaque City
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
10
10
years of professional experience
Work History
Customer Success Manager
Sprout Solutions, Inc.
10.2023 - 07.2024
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Facilitated successful renewals through diligent relationship management and proactive issue resolution.
- Spearheaded cross-functional initiatives that resolved complex issues and ensured timely resolution for clients.
Customer Success Manager
Whispir Solutions, Inc.
12.2021 - 08.2023
- Became customers trusted advisor by driving adoption of company products with focus on achieving desired business outcomes.
- Communicated assigned customer's needs cross-functionally and prioritised adequately to manage processes across teams.
- Managed service escalation by identifying issues, containing impact on clients and addressing issues until brought to resolution.
- Functioned as first point of contact for clients to provide dedicated support and initial troubleshooting and secure onboarding commitments.
- Developed best practices for new customer onboarding to smooth customer experiences by putting structure and processes into place.
Customer Success Manager
Sprout Solutions, Inc.
05.2019 - 03.2021
- Acted as customer voice within organisation by staying aware of customer needs and providing valuable feedback internally.
- Provided timely and accurate answers to inquiries and resolved customer concerns by making and following through with realistic commitments.
- Facilitated regular meetings with stakeholders to address formal agendas, meeting minutes and action item follow-ups.
- Directed customer product and service adoption to deepen customer utilisation and identify new opportunities.
- Maximised revenue retention by identifying service and utilisation trends and developing action plans to address issues.
Key Accounts Manager
Honestbee Philippines, Inc.
07.2017 - 03.2019
- Acted as the main point of contact for clients regarding all company matters and account queries.
- Successfully negotiated contracts with key accounts to secure best deals and ensure long-term loyalty.
- Tracked and analysed key account trends, identifying opportunities for growth and eliminating potential threats.
- Managed key account matters including solving issues, updating on project milestones, attending meetings and managing other communications.
- Retained and developed allotted significant customer base by working with senior staff to create added value in customer experiences.
Customer Correspondence Specialist
Acquire Asia Pacific, Inc.
11.2014 - 06.2017
- Addressed customer service enquires quickly and accurately.
- Built rapport with customers through courteous and professional communications.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Maximised customer satisfaction by resolving service issues promptly.
- Assisted customers with product-related questions, feedback and complaints.
- Responded to live chat rooms to answer and resolve customer queries, elevating customer satisfaction with immediate support.
Education
Bachelor of Business Administration - Major in Marketing Management
Centro Escolar University
Skills
Customer Relationship Building
Customer Service
Customer Retention
Customer Account Management
Strategic Planning
Revenue Growth
Training and mentoring
Timeline
Customer Success Manager
Sprout Solutions, Inc.
10.2023 - 07.2024
Customer Success Manager
Whispir Solutions, Inc.
12.2021 - 08.2023
Customer Success Manager
Sprout Solutions, Inc.
05.2019 - 03.2021
Key Accounts Manager
Honestbee Philippines, Inc.
07.2017 - 03.2019
Customer Correspondence Specialist
Acquire Asia Pacific, Inc.
11.2014 - 06.2017
Bachelor of Business Administration - Major in Marketing Management
Centro Escolar University
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