John Mark Mark Catampao
Senior Customer Success Manager
MANDALUYONG,00
Summary
Customer Success Account Manager experienced in delivering strategic solutions and optimizing service delivery within computer software industry. Achieved high client satisfaction and improved retention through effective management of client relationships and implementation of customer-centric strategies. Focused on driving innovation and exceeding client expectations while contributing to organizational growth and success.
Overview
12
12
years of professional experience
Work History
Customer Success Account Manager
SocRadar Cyber Threat Intelligence (Remote Independent Contractor)
06.2025 - 06.2026
- Cultivated strong client relationships to enhance customer satisfaction and retention.
- Developed strategic account plans to align with clients' cybersecurity needs and objectives.
- Coordinated cross-functional teams to deliver tailored solutions for complex cyber threat scenarios.
- Analyzed market trends and competitor activities to inform strategic decision-making processes.
- Implemented feedback mechanisms to continuously improve service delivery based on client insights.
- Drove business growth by identifying upsell opportunities within existing accounts and fostering long-term partnerships.
Senior Customer Success Manager
Solarwinds PH
03.2022 - 06.2025
- Led and coordinated multiple projects within the program, ensuring timely progress and alignment with customer objectives.
- Create and execute success plans aligned with customers' strategic initiatives and challenges.
- Guide customers through onboarding and adoption processes, ensuring rapid value realization.
- Created and executed success plans aligned with customers' strategic initiatives, driving engagement and satisfaction.
- Guided customers through onboarding and adoption processes, facilitating quick value realization and enhancing overall experience.
- Deliver ongoing value conversations including product features, industry trends, and account business reviews.
- Follow up on customer satisfaction surveys to gather insights and drive improvements.
- Partner with sales, customer support, and product teams to enhance service delivery and customer experience.
- Lead and coordinate multiple projects within the program, ensuring that they progress as planned.
- Act as the voice of the customer internally, providing feedback to relevant departments.
Technical Service Manager
Five9 LTD
12.2020 - 03.2022
- Provide comprehensive account management and technical consulting for Five9’s TSM & TAM Services clients.
- Develop and maintain a 'Trusted Advisor' relationship with clients, understanding their business needs and offering optimized solutions to enhance operational efficiency on the Five9 platform.
- Educated and trained clients on administration and utilization of Five9 products, fostering self-sufficiency.
- Address and troubleshoot technical issues directly, ensuring prompt resolution.
- Managed service interruptions impacting clients’ operations, conducted root cause analysis, and communicated mitigation plans to stakeholders.
- Collaborated with internal teams and business units to enhance learning and streamline execution for continuous process improvement.
- Proactively anticipate client needs and mitigate potential service and operational issues.
Technical Success Advisor
Nice Incontact PH
03.2017 - 11.2020
- Ensure customer satisfaction, retention, and referenceability for all Care accounts by addressing concerns, change requests, work orders, and resolving service or billing issues.
- Ensured customer satisfaction and retention for Care accounts by addressing concerns, processing change requests, and resolving service or billing issues.
- Collaborate with NICE inContact teams to address technical challenges, issues, and requests within SLA.
- Manage project and task commitments to minimize contract liabilities and maximize customer satisfaction.
- Identified opportunities for product/service enhancements, recommended improvements, and facilitated implementation through appropriate channels.
- Performed technical configuration and programming tasks.
- Provide design feedback, coordinate changes, and manage enhancements for existing applications.
- Supported NOC Engineers, R&D, and Product teams in troubleshooting network and platform issues, ensuring timely resolution of product-related challenges.
- Collaborate with Key Account Managers on costing proposals, perform risk analysis, and manage change control.
- Assist in identifying business goals, conducting business analysis, assessing business areas, analyzing user needs, and designing business systems for major projects.
- Manage end-to-end system lifecycle development of projects from small to large scale.
Implementation Advisor
Ring Central
02.2015 - 02.2017
- Oversaw the successful onboarding of new clients onto the RingCentral communication platform. Key duties include conducting client consultations to understand needs, customizing the platform accordingly, providing training on system usage, and offering ongoing technical support. They manage implementation projects, ensure smooth transitions, and maintain strong client relationships through proactive support and advocacy. The role requires a blend of technical proficiency, project management skills, customer service acumen, and continuous improvement to optimize client satisfaction and platform effectiveness.
- Led cross-functional teams to implement cloud communication solutions, enhancing operational efficiency across departments.
- Streamlined onboarding processes for new clients, significantly improving user adoption rates of software tools.
- Developed and maintained project documentation to ensure compliance with industry standards and best practices.
Account Representative/Support
VXI Global Holdings
03.2014 - 02.2015
- Diagnosed and resolved technical issues, including network problems, software faults, and hardware complications, while managing end-to-end business process projects from scoping to implementation, deployment, and testing.
- Customer support: Provide customer support, resolve customer complaints, and identify recurring problems, implement new strategy, introduce new solution.
- Respond to customer inquiries regarding network issues, service disruptions, billing concerns, and equipment malfunctions via phone, email, or live chat.
- Monitored and maintained systems and networks to ensure optimal performance.
- Provided comprehensive customer support by addressing complaints and resolving issues.
- Responded to customer inquiries about network issues, service disruptions, billing concerns, and equipment malfunctions through phone, email, or live chat, ensuring timely assistance.
- Maintenance: Monitor and maintain systems and networks.
Education
Juris Doctor -
Jose Rizal University School of Law
Mandaluyong City03-2022
BSED - Physics
Davao Oriental State College of Science and Technology
Mati City04-2014
Skills
Account Management
Customer advocacy
Client onboarding
Client engagement
Customer satisfaction
Customer feedback analysis
Cross-selling techniques
Project planning
Program Development
Data-driven decisions
Relationship management
Product training
Interests
Hiking, Mountaineering, Camping, Reading
Timeline
Customer Success Account Manager
SocRadar Cyber Threat Intelligence (Remote Independent Contractor)
06.2025 - 06.2026
Senior Customer Success Manager
Solarwinds PH
03.2022 - 06.2025
Technical Service Manager
Five9 LTD
12.2020 - 03.2022
Technical Success Advisor
Nice Incontact PH
03.2017 - 11.2020
Implementation Advisor
Ring Central
02.2015 - 02.2017
Account Representative/Support
VXI Global Holdings
03.2014 - 02.2015
BSED - Physics
Davao Oriental State College of Science and Technology
Juris Doctor -
Jose Rizal University School of Law