ROBERTO HERNANDEZ RAMIREZ
Client Success Manager, Sales, Billing, Collections, Onboarding, Retention And Account Management
Ecatepec, México
Summary
Client Success Specialist managing 120+ merchants per month, support cases, and payment workflows across Zendesk, Jira, Intercom, HubSpot, and Salesforce. Guides clients through 10+ POS training sessions per month, billing questions, refunds, and account updates while protecting satisfaction and retention. Strengthens service quality by resolving over 100 high-priority support cases while maintaining professional rapport and timely client communication. Also, specialize in account management, retention, billing, sales, upsells and cross sales, collections and capital specialist.
Inbound, outbound, email, and SMS experience.
Overview
2
2
Languages
6
6
years of professional experience
Work History
Account Manager
Solera
07.2026 - Current
- Maintain strong client relationships by tracking account needs to perform upsells.
- Win-back accounts increased by 80%
- Sales revenue over 70k USD monthly
- Provide demo training via teams to users on the platform.
- Support onboarding conversations by clarifying expectations, next steps, and customer responsibilities.
- Manage a portfolio with several US states.
Elite Driver Success
LYFT
09.2025 - 11.2025
- Manage 150 elite driver documents weekly to keep portfolios organized and reduce deactivation risk.
- Build client trust through reliable, professional service and consistent follow-through.
- Follow road rules and traffic laws to minimize liability during vehicle operations.
- Apply safety procedures while loading, unloading, and operating vehicles.
- Inspect vehicles after each shift, cleaning them and checking for damage.
- Strengthen service reliability by combining professionalism, adaptability, and organized execution across each route.
Collections/Capital Specialist
STRIPE
01.2024 - 08.2025
- Reviewed overdue accounts weekly to prioritize collection strategies and follow-up cadence.
- Built merchant relationships through clear communication that encouraged timely payments and reduced escalation risk.
- Resolved complaints proactively to improve customer satisfaction and support smoother account outcomes.
- Collaborated with cross-functional teams to deliver projects on time and within budget.
- Designed training programs that strengthened staff retention and improved day-to-day performance.
- Supported strategic planning efforts aligned with long-term company goals and team priorities.
- Collected over 80k USD monthly
CS Support Specialist, Client/Restaurant Success Manager
SPOTON
05.2021 - 01.2024
- Onboarded new users and assisted with the implementation process.
- Resolved 100 high-priority support cases while maintaining professional rapport and timely client communication.
- Managed 120 VIP and top-tier accounts with proactive support and follow-up to reduce churn risk.
- Supported merchants with billing, deposits, account changes, and refunds across remote client accounts.
- Delivered Zoom training for restaurant accounts, updated menus, and assisted with employee time management.
- Tracked and analyzed client interactions to identify service gaps and strengthen the customer experience.
- Trained new and junior team members on support protocols, tools, and high-value account best practices.
- Optimized internal workflows, escalations, CRM documentation, and support records to speed specialist follow-up and preserve case insights.
- Reduce churn by 45% while maintaining CSAT at 90%, QA 95% and AHT under 7minutes.
CSR, Sales, Tech, and Retention
TECHMAHINDRA
06.2020 - 05.2021
- Maintained 90% QA scores early in tenure while building SME-level product knowledge.
- Resolved billing, account, and product inquiries efficiently through clear customer communication and practical problem-solving.
- Built retention-focused conversations to strengthen loyalty, support renewals, and retain customers.
- Delivered calm, professional conflict resolution during high-stress calls to reach satisfactory outcomes.
- Applied strong product knowledge to recommend solutions tailored to individual customer needs.
- Documented customer interactions accurately and resolved basic technical issues to support follow-up.
Education
High School Diploma -
Lovejoy High School
Atlanta, GA1 2009
Skills
- Cross-functional teamwork
- Strategic planning
- Data-driven decisions
- Practical problem-solving
- Customer relationship management
- Client retention
- Account escalation management
- CRM documentation
- Training facilitation
- SLA management
- Knowledge base management
- Help desk ticketing
- Retention analytics
- Workflow optimization
- Customer onboarding
- NPS tracking
- Customer success planning
Accomplishments
- Presented by STRIPE the 2024 SDC top performer award.
- Promoted from customer service to client success and restaurant success manager at SpotOn.
- Promoted to SME at Techmahindra
Timeline
Account Manager
Solera
07.2026 - Current
Elite Driver Success
LYFT
09.2025 - 11.2025
Collections/Capital Specialist
STRIPE
01.2024 - 08.2025
CS Support Specialist, Client/Restaurant Success Manager
SPOTON
05.2021 - 01.2024
CSR, Sales, Tech, and Retention
TECHMAHINDRA
06.2020 - 05.2021
High School Diploma -
Lovejoy High School