Christian Flores
Summary
Industrial Engineer with 5+ years of leadership experience, including 3 years specializing in SaaS and Customer Success/Account Management.
Proficient in analytical processes, KPI management, and Customer Success principles.
Demonstrated expertise in leadership and management, having successfully overseen operations for teams of up to 180 personnel. Adept at driving operational efficiency and achieving strategic objectives in dynamic environments.
Overview
6
6
years of professional experience
Work History
Team Lead, Customer Success
Diligent
06.2024 - Current
- Lead a team of 8 CSMs resulting in carrying a portfolio of +30M USD ARR.
- Established clear account engagement performance metrics for the team which is helping in tracking progress towards the strategic goals of Diligent.
- Enablement for CSMs in tactics to increase client response rates, scheduled meetings, Success plans aiming to expand product adoption, Renewals and Diligent One upgrades.
Customer Success Manager II
Diligent
01.2024 - 06.2024
- Public Enterprise Customer Success Manager with a YTD 99% GRR and 110% NRR. 4M USD ARR Portfolio, including several Fortune 500 logos and 6-digit ARR customers.
- Managing diverse GRC products, ranging form Governance (Diligent Boards, Entity Management) and a full suite of ARC (Audit, Risk and Compliance) products (Audit Management and Analytics/ACL, Operational and Enterprise Risk Management ORM/ERM, Compliance Management, Third-Party Management).
- Successfully pitched and upgraded pilot customers to new "Diligent One" packages, which involved proactive outreaches, sharing the strategic direction of Diligent, selling the ROI of the benefits of the upgrade, etc.
Implementation - Customer Success Manager
Multiplier Technologies
04.2023 - 01.2024
- 1st SaaS Implementation Manager for the North American region. I operated as a Hybrid Implementation and Customer Success Manager.
- Handling the implementation of a live portfolio of 25-30 new B2B customers and 500,000 USD ARR. And a total portfolio of 2.5M USD ARR.
- Top performer with an average of 4.75 CSAT during the implementation phase, versus the implementation team's average of 4.3 CSAT.
- Kick-offs, QBRs, Software training, regulatory labor laws, expansion strategy, and employee onboarding.
Customer Success Manager
Rapido Solutions Group
10.2021 - 04.2023
- Co-managed our largest enterprise customer operation of a total of 1M USD ARR and 80-100 Logistics representatives.
- Increased sales conversion rates for a SaaS Startup through a Six Sigma project, defining our productivity metrics, working with support areas for training sessions.
- Consultant for the new Quality Assurance department in its initial stages, due to my quality and performance development experience.
Associate Contact Center Manager
Teleperformance
12.2020 - 10.2021
- I managed teams of 7-8 supervisors and 160-180 customer support and sales agents.
- PDCA and development of action plans for complex KPI management and customer balanced scorecards of up to 25 Metrics.
Senior Operations Supervisor
Teleperformance
05.2019 - 12.2020
- Ensured standard methodologies and processes in the company were successfully being applied and provided up-training on areas of opportunity.
- Employee satisfaction, feedback and coaching.
- Led focus groups and 101's to increase employee retention.
Customer Service and Sales Representative
Teleperformance
06.2018 - 05.2019
Education
Engineer's Degree - Industrial Engineering
Universidad Del Valle De México (UVM)
Lean Six Sigma Black Belt -
International Lean Six Sigma
Management Skills -
Tecnológico de Monterrey
Leadership and Social Influence -
Top-E university
Skills
- SaaS
- Team management and coaching
- Lean six sigma and data analysis
- GRC
- Implementation, Adoption, Renewals and Expansion
- Global payroll and EOR
- B2B customer management
- Advanced Excel and reporting proficiency
- Logistics, 3PLs and brokerage
- Startup Experience
- Zendesk, Salesforce, Hubspot, Gainsight
Timeline
Team Lead, Customer Success
Diligent
06.2024 - Current
Customer Success Manager II
Diligent
01.2024 - 06.2024
Implementation - Customer Success Manager
Multiplier Technologies
04.2023 - 01.2024
Customer Success Manager
Rapido Solutions Group
10.2021 - 04.2023
Associate Contact Center Manager
Teleperformance
12.2020 - 10.2021
Senior Operations Supervisor
Teleperformance
05.2019 - 12.2020
Customer Service and Sales Representative
Teleperformance
06.2018 - 05.2019
Engineer's Degree - Industrial Engineering
Universidad Del Valle De México (UVM)
Lean Six Sigma Black Belt -
International Lean Six Sigma
Management Skills -
Tecnológico de Monterrey
Leadership and Social Influence -
Top-E university
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