Ted Joaquin Herrera

Global Customer Success Manager @Universal Soul Service Corp

Oversaw remote Global Support and Success teams, strategically fostering the growth and retention of B2C and B2B SMB, mid-market, and enterprise customers • Utilized insights from Live/Recorded call monitoring feedback and harnessed Behavior Based Coaching techniques to enhance customer interactions, ensuring a seamless and exceptional experience • Enhanced customer engagement within my designated portfolio of high-touch accounts by conducting meaningful interactions, performing regular health checks, and leveraging data-driven analytics for informed decision-making • Collaborated with CSMs to co-create improved renewal strategies and devise impactful plans for mitigating churn effectively • Guaranteed daily performance output by monitoring KPIs and other quantifiable metrics