Paul Aqua

Customer Success Manager • Operations Manager • Oakland, CA, US

Product Management

Monday.com

Microsoft Excel

JIRA

Zendesk

Salesforce

Account Management

Available for hire fromNegotiable

Full-Time Roles

Contracts

Customer-centric customer success manager with a passion with for developing customer journey maps.

Paul is a highly accomplished Customer Success Manager with a strong track record of success in the dynamic world of startups. With seven years of experience, John has honed his expertise in the areas of fintech, adtech, work operating systems, and real estate. Throughout his career, Paul has consistently demonstrated a passion for driving customer satisfaction and delivering exceptional results. He possesses a deep understanding of the unique challenges faced by startups in various industries and has a proven ability to develop and execute customer success strategies that optimize client engagement and retention.

Projects

Resume

Work History

Enterprise Customer Success Manager

Ambassador softwareSep 2022 - Sep 2023 • 1 yr 1 moIncreased customer satisfaction by 15% through proactive and personalized customer outreach, measured by monthly NPS scores. • Managed 54 clients with a book of business of 2.4 million dollars • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.

Asset Management Analyst

UnisonMar 2021 - Apr 2022 • 1 yr 2 mosRoutinely managed enterprise-level case sizes ranging from $50k ACV up to $800k ACV with average deal size being $300k. • Built out call tracking dashboard to monitor support agents for OKR project for the fall of 2021. • Brought in over 28.5 million dollars in gross revenue in my tenure at Unison. The highest quarter was bringing in 11.8 million in gross revenue. • The average case volume was managing 50 accounts per month with roughly 30 of those being revenue generating accounts

Mid Market Customer Success Manager

Monday.comOct 2019 - Mar 2021 • 1 yr 6 mos• Conduct QBR's while monitoring customer's overall health for proactive decision-making and achieving 90% target renewal. • Implement client up-sells to increase monthly recurring revenue (MRR) by 15% in 2021. • Gathered customer feedback to improve customer satisfaction while reducing customer churn by 20% over tenure. • The average account value was $7500, bringing annual recurring revenue managed in book of business to $2.25 million

Onboarding Lead

CanvasFeb 2019 - Oct 2019 • 9 mosPurchased over 100 vehicles for our fleet worth over $2.1 million dollars, This resulted in increasing revenue by over $85,000 a month. • Assisted in growing Canvas's from 4 dealership partner groups to 32 different dealership partnerships across 3 national markets. • Solely managed and maintained relationships with 11 dealerships partnership groups across the SF Bay Area and LA markets. • Worked directly with C-level executives to onboard them onto our Canvas Mobile Platform.

Community Director

Eaton Capital ManagementJan 2017 - Jan 2019 • 2 yrs 1 moManaged rent collection as well reducing delinquencies by 32%. • Exceeded retention quota by having 90% of residents renew. • Managed a 305-unit luxury building, equaling $6.8 million in annual reoccurring revenue. • Managed a team of 3 leasing consultants.

Customer Support Specialist

RobinhoodFeb 2015 - Feb 2017 • 2 yrs 1 moDelivered exceptional customer service by promptly addressing inquiries and resolving issues, leading to a 95% customer satisfaction rate. Efficiently managed a high volume of customer support tickets, skillfully prioritizing and escalating complex cases to the relevant teams for speedy resolution. Employed via third party company Voxpro. Collaborated cross-functionally with sales and product teams to identify and address customer pain points, ultimately implementing effective solutions that contributed to a 10% increase in customer retention rate.

Education

Western Governors University

Bachelors Degree, AccountApr 2020 - Apr 2022

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