Cristina Pechin

Experience

1. Customer Success Manager

   Conga

   Sep 2023 — Present

   Manages onboarding of new customers and provides strategic guidance• Proactively manages a book of business of high value strategic accounts• Maintains product knowledge and accreditations to educate customers and ensure they are leveraging product features effectively and finding value• Works closely with Sales, Support, Marketing, and other Technical teams to ensure an exceptional customer experience• Support the customer renewal process and reports monthly on Horizon risk • Acts as a liaison for any additional internal support requests and escalations• Promotes customer advocacy while capturing customer feedback and reporting requests to internal Product and Development teams• Efficiently manages time to focus on essential activities and ensure customer satisfaction • Develops and shares best practices with team members to continually improve the quality, effectiveness, and efficiency of team processes• Acts as a Thought leader to drive strategic conversations targeting account and use case expansion• Manages usage and adoption reporting for all customers• Owns all change management and program management conversations with customers regarding adoption improvements and onboarding• Leads and presents business reviews and effectively communicates outcomes to leaders and executive members

Education

• University of Central Florida

  Bachelor of Science (B.S.), Industrial and Organizational Psychology

  2014 — 2017