Salvador Lopez
Atlanta
Summary
Accomplished Senior Customer Success Manager with over 7 years of experience in managing strategic accounts and driving customer satisfaction in the SaaS industry. Proven track record of implementing successful customer engagement strategies, resolving complex escalations, and collaborating with cross-functional teams. Expertise in strategic planning, customer relationship management, and data-driven decision-making. Fluent in both English and Spanish, with a strong ability to engage with a diverse client base. Passionate about leveraging technology to improve business processes and seeking opportunities for professional growth and working with innovative, modern solutions.
Overview
7
7
years of professional experience
Work History
Senior Customer Success Manager
Sovos
07.2022 - Current
- Directly uncovered 57+ sales opportunities totaling a pipeline contract value of $6.78M and successfully closed net new annual recurring revenue of $2.94M
- Held proactive renewals conversations confirming renewal intent for $168.15M worth of contracts
- Managed a territory of 70 accounts (Fortune 2000) and $18M in annual recurring revenue across North America, Latin America, and EMEA
- One of two Customer Success Managers selected for global strategic accounts, chosen by executive leadership as the 100 top-priority customers
- Onboarded and trained 5+ new Customer Success Managers, setting them up for success in their roles though hands-on coaching and mentoring
- Led recurring meetings to review at-risk customers with leadership, improving customer retention strategies
- Nominated to participate in Sovos' “Impact Program” for leaders in training
- Conducted QBRs (Quarterly Business Reviews) and EBRs (Executive Business Reviews) to understand customer needs, identify areas for improvement, plan for future projects, and secure renewals
- Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.
- Collaborated closely with sales, product, support, and professional services teams to deliver tailored solutions and resolve client issues
- Focused on ensuring clients realized the value of the software, leading to high retention rates
- Leveraged data to monitor account health and drive customer engagement
- Managed and resolved complex escalations by coordinating efforts across different teams.
Customer Success Manager
Sovos
07.2019 - 06.2022
- Delivered proactive customer engagement and account health monitoring, enhancing customer satisfaction
- Managed escalations and coordinated cross-team efforts to resolve issues, ensuring timely solutions
- Identified upsell and cross-sell opportunities to drive account growth
- Conducted presentations and provided solutions to complex business problems, contributing to increased client retention.
Enterprise Account Executive
Sovos
07.2018 - 06.2019
- Generated $404,838 in total contract value ($145K Net New Annual Recurring Revenue) over one fiscal year
- Created a pipeline of $1.21M in total contract value ($525K Net New Annual Recurring Revenue)
- Collaborated with strategic customers to learn business operations and capitalize on upselling and cross-selling opportunities.
- Prepared sales presentations for clients, showing success and credibility of products.
Senior Business Development Representative
Sovos
09.2017 - 06.2018
- Chosen for President's Club, beating out a team of 20+ other global Business Development Reps
- Consistently exceeded quota on Sales Accepted Leads and Sales Qualified Leads
- Helped onboard and mentor newer team members, contributing to their success
- Developed new business opportunities and managed client relationships.
- Expanded market presence within assigned territories by cultivating relationships with key decision-makers from target companies.
Business Development Representative
Sovos
02.2017 - 08.2017
- Identified new business opportunities and managed client outreach
- Developed and maintained relationships with potential clients, generating qualified leads.
Education
Master of Business Administration (M.B.A.) -
University of West Georgia
05.2016
Bachelor of Business Administration (B.B.A.), Business Administration and Management -
University of West Georgia
05.2014
Skills
- Strategic Planning
- Customer Relationship Management
- Cross-Functional Collaboration
- Problem-Solving and Escalation Management
- Data-Driven Decision Making
- Presentation and Communication
- Upselling and Expansion
- Customer Advocacy
- Languages: Fluent in English and Spanish
- Salesforce
- Gainsight
- Google Suite
Timeline
Senior Customer Success Manager
Sovos
07.2022 - Current
Customer Success Manager
Sovos
07.2019 - 06.2022
Enterprise Account Executive
Sovos
07.2018 - 06.2019
Senior Business Development Representative
Sovos
09.2017 - 06.2018
Business Development Representative
Sovos
02.2017 - 08.2017
Master of Business Administration (M.B.A.) -
University of West Georgia
Bachelor of Business Administration (B.B.A.), Business Administration and Management -
University of West Georgia
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