Erica Mercadel
Head of Client Success @Citibot
Signup · Get unlimited contacts
WORK HISTORY
Head of Client Success @Citibot
US
Lead, mentor, and develop a high performing client success team.Engage with clients to provide high quality customer care.Develop and maintain strong relationships with clients.Serve as primary contact for escalated client issues.Advocate for client needs and work to ensure they are met.Conduct regular check-ins with clients to ensure satisfaction and opportunities for growth.Develop and implement client success strategies to manage client retention and satisfaction.Collaborate with leadership, sales, marketing and project management departments to align client success initiatives.Track and analyze performance measures related to client success.
EDUCATION
Xavier University Preparatory
Diploma, College Prep
University of Phoenix
Master of Business Administration (MBA), Business Administration
Dillard University
Bachelor of Arts (BA), Sociology
ABOUT ERICA MERCADEL
At Citibot, leadership in client success is my forte, where I spearhead a dedicated team to deliver exceptional customer care and sustain client relationships. My commitment to operational excellence is evident from my tenure as Director of 311 Operations, where I managed a centralized call center, ensuring efficient city services and emergency response coordination.My professional mission is to advocate for and fulfill client needs, fostering satisfaction and growth opportunities. The skills honed over years in client-facing roles, such as performance tracking and cross-departmental collaboration, are the bedrock of my strategy to elevate organizational performance to new heights.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.