Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Gerardo Alfonso P. Batallones

Gerardo Alfonso P. Batallones

Paranaque City

Summary

Customer Success Manager with extensive experience in client communication, complaint handling and resolution, and market research. Proven ability in developing strong relationships with key stakeholders, driving customer renewals, and advocating for customer needs to influence product development. Adept at managing service escalations, providing dedicated support, and implementing best practices for customer onboarding.

Overview

10
10
years of professional experience

Work History

Customer Success Manager

Sprout Solutions Inc.
10.2023 - 07.2024
  • Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support.
  • 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.
  • Coordinated with internal teams to provide prompt support and address client needs efficiently.
  • Facilitated successful renewals through diligent relationship management and proactive issue resolution.
  • Served as an escalation point for resolving complex client issues, restoring trust in company products/services when needed.
  • Fostered a culture of continuous learning within the Customer Success team by promoting professional development opportunities regularly.

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 prioritized 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.
  • Leveraged CRM tools to manage all aspects of the customer journey, increasing visibility into each account's status and progress towards goals.
  • Provided comprehensive training programs for Customer Success team members, ensuring high-quality service delivery across all touchpoints.

Customer Success Manager

Sprout Solutions Inc.
05.2019 - 03.2021
  • 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 utilization and identify new opportunities.
  • Maximized revenue retention by identifying service and utilization trends and developing action plans to address issues.

Key Accounts Manager

Honestbee Philippines, Inc.
07.2017 - 03.2019
  • Managed client database composed of restaurants, groceries and boutiques.
  • Acted as the main point of contact for clients regarding all company matters and account queries.
  • Successfully negotiated contracts with key accounts to secure the best deals and ensure long-term loyalty.
  • Assisting in streamlining operations by optimizing inventory management.
  • Managed key account matters, including solving issues, updating on project milestones, attending meetings and managing other communications.
  • Fostered positive relationships with vendors, negotiating contracts for optimal pricing on products and services.
  • Maintained a comprehensive knowledge of industry trends in order to adapt business practices accordingly for continued success in the market.
  • Assisted marketing team in creating promotional materials that resonated with target audience segments effectively.
  • Coached team members in techniques necessary to complete job tasks.

Customer Correspondence Specialist

Acquire Asia Pacific, Inc.
11.2014 - 06.2017
  • Build rapport with customers through courteous and professional communications.
  • Oversee customer account inquiries, accurately provide information to resolve service complaints and guarantee customer satisfaction.
  • Responded to live chat rooms to answer and resolve customer queries, elevating customer satisfaction with immediate support.

Education

Bachelor of Science - Business Administration Major in Marketing Management

Centro Escolar University - Makati
Makati City
2013

Skills

  • Client Relationship Development
  • Consumer Needs Representation
  • Customer Loyalty Development
  • Client Account Management
  • Mentorship Development
  • Collaborative Project Management
  • CRM proficiency (Salesforce, Hubspot, Gainsight, ChurnZero, Planhat, Zoho and Tableu)

Accomplishments

  • Helped increase NPS from 52% to 78% over 12 months by implementing regular feedback loops via CRM and personalized check-ins.
  • Maintained an average CSAT score of 94% through proactive support and resolution of client concerns.
  • Contributed to improving customer retention by 8% year-over-year, mainly by strengthening training and client engagement strategies.
  • Drove upsell opportunities that contributed to 15% increase in revenue per customer.

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 Science - Business Administration Major in Marketing Management

Centro Escolar University - Makati

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Gerardo Alfonso P. Batallones