Tatiana Montero S.
Heredia
Summary
Results-driven Customer Success Professional with over 20 years of experience in corporate and startup environments. Specializing in SaaS, telecom, and financial services, has a proven track record in managing enterprise accounts, driving customer satisfaction, and optimizing workflows across platforms like Intercom, HubSpot, and Salesforce. Adept at problem-solving, conflict resolution, and storytelling enhances sales and customer retention. Combines financial expertise with technical proficiency to consistently deliver tailored solutions that meet the unique needs of each client.
Overview
17
17
years of professional experience
Work History
Regional Client and Support Manager (temporal)
Nextgen Clearing Ltd
10.2024 - Current
- Manage customer relations and support operations for the region, ensuring high satisfaction and retention.
Support Specialist - Client PM for Enterprise Accounts
ClickUp
04.2024 - 10.2024
- Oversaw 30+ Enterprise Premium accounts, optimizing Workspaces to save clients up to 1 day/week in productivity.
- Collaborated with cross-functional teams to enhance platform adoption and user experience.
Priority Support Specialist
ClickUp
10.2023 - 10.2024
- Delivered high-priority support, resolving complex issues and improving customer satisfaction metrics.
- Successfully met & exceeded KPIs, which led me to my promotion with Enterprise accounts.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
Agency Sales Associate
Slidebean
03.2022 - 08.2023
- Drove sales growth through value-based selling strategies, focusing on agency partnerships.
- Solved customer challenges by offering relevant products and services.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges, and refunds following company policy using Stripe.
Customer Success Associate
Slidebean
03.2021 - 02.2022
- Onboarded and retained clients, ensuring seamless adoption of SaaS solutions.
- Helped the team improve their overall CSAT score, meeting KPIs and exceeding expectations.
Emergency Coordinator for Blackbaud (GIRS)
Blackbaud
08.2020 - 03.2021
- Led emergency response initiatives, ensuring business continuity.
Financial Service Specialist
Blackbaud
04.2020 - 03.2021
- Managed financial operations and client advisories, improving service delivery.
Support Specialist
Rational Group
01.2016 - 10.2018
- Provided technical and customer support, resolving escalations efficiently.
International Accounting Assistant
Red Planet
04.2008 - 01.2016
- Managed international accounts and financial reporting for 7+ years.
Education
Some College (No Degree) - International Affairs
Universidad Internacional De Las Américas
San Jose, Costa RicaUniversidad Creativa
San Jose, Costa Rica12.2022
Skills
- Client success management
- Customer relationship management
- Enterprise client relationship management
- Strategic sales planning
- Solution-oriented selling techniques
- Effective sales communication
- Data cleansing and analysis
- Efficiency improvement
- Skilled in conflict resolution
- Intercom management
- Experience with HubSpot software
- Salesforce proficiency
- Skilled in utilizing ClickUp tools
- Customer support ticketing
Timeline
Regional Client and Support Manager (temporal)
Nextgen Clearing Ltd
10.2024 - Current
Support Specialist - Client PM for Enterprise Accounts
ClickUp
04.2024 - 10.2024
Priority Support Specialist
ClickUp
10.2023 - 10.2024
Agency Sales Associate
Slidebean
03.2022 - 08.2023
Customer Success Associate
Slidebean
03.2021 - 02.2022
Emergency Coordinator for Blackbaud (GIRS)
Blackbaud
08.2020 - 03.2021
Financial Service Specialist
Blackbaud
04.2020 - 03.2021
Support Specialist
Rational Group
01.2016 - 10.2018
International Accounting Assistant
Red Planet
04.2008 - 01.2016
Some College (No Degree) - International Affairs
Universidad Internacional De Las Américas
Universidad Creativa
Similar Profiles
ABHIJIT BHAVEABHIJIT BHAVE
Senior System Analyst at NEXTGEN CLEARINGSenior System Analyst at NEXTGEN CLEARING
Rahul IyerRahul Iyer
Senior System Analyst at Nextgen Clearing Pvt LtdSenior System Analyst at Nextgen Clearing Pvt Ltd
EVA HAUKSDOTTIR NEILLEVA HAUKSDOTTIR NEILL
Intern in Community Engagement / Event Coordination at Save Our Wild Salmon: NextGen Salmon CollectiveIntern in Community Engagement / Event Coordination at Save Our Wild Salmon: NextGen Salmon Collective
Valentina ChavesValentina Chaves
Slopside/ Costumer Service at Vail Resorts IncSlopside/ Costumer Service at Vail Resorts Inc
Neerajha NagarajanNeerajha Nagarajan
Career Break: Family Relocation and Childcare at Self-employeedCareer Break: Family Relocation and Childcare at Self-employeed