Open to opportunities

Alberto Martínez

@albertomartinez

I grow and retain strategic enterprise accounts through data-driven customer success and executive relationship management.

Canada

Message

What I'm looking for

I'm looking to lead strategic customer relationships where I can drive retention, expansion, renewal readiness, and executive trust through data-driven account planning and cross-functional problem solving.

At CH Robinson Worldwide, I grow and protect strategic Canadian enterprise accounts, including driving 55% revenue growth and 43% AGP growth an strategic wholesaler account. I manage complex commercial and operational escalations while maintaining renewal readiness across a $15M+ portfolio.

Previously, I drove adoption, KPI tracking, and renewal readiness across a 10-account SaaS portfolio at Streampoint Solutions / Resiada. I translate usage and performance data into actionable recommendations that support retention and expansion decisions.

My background also includes customer experience and operations leadership with American Express, Omni King Edward Hotel, Disney Cruise Line, and Grand Luxxe by Vidanta. I bring 20+ years of relationship leadership, service recovery, and bilingual English/Spanish communication.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Account Management Specialist

Current

CH Robinson Worldwide

Oct 2021 - Present (4 years 11 months)

Grew Costco Canada account value by 55% revenue and 43% AGP over the LTM period, and protected a $15M+ combined-revenue portfolio. Unlocked $110K in incremental annual profit by identifying underused capacity lanes and building proactive planning processes.

Strategic Account Management Customer Success Revenue Growth AGP Growth Risk Mitigation Salesforce CRM KPI Reporting Executive Communication Cross functional Leadership

Sales Specialist

Apple Canada

Jul 2024 - Feb 2025 (7 months)

Delivered consistent positive customer outcomes on a part-time basis alongside full-time account management duties, applying a consultative, needs-first approach to technology recommendations.

Customer Service Consultative Selling Technical Recommendations Communication Skills

Rooms Operations Manager

Omni King Edward Hotel

Feb 2020 - Oct 2021 (1 year 8 months)

Raised guest satisfaction from the low 90s to a sustained 94%+ by directly managing Front Desk, Guest Services, Concierge, Bell Desk, and Executive Floor. Served as escalation lead for high-impact guest situations.

Hospitality Management Guest Satisfaction Medallia Team Leadership Escalation Management Operations

Customer Success Manager

Streampoint Solutions Inc. / Resiada

Feb 2019 - Feb 2020 (1 year)

Drove product adoption and renewal readiness across a 10-account SaaS portfolio, aligning client product usage to core business goals. Supported informed renewal and expansion decisions by translating usage data into actionable recommendations.

Customer Success SaaS Product Adoption Renewal Management KPI Tracking Data Analysis Customer Relationship Management

Lifestyle Relationship Manager

American Express Bank Canada

Nov 2016 - Feb 2019 (2 years 3 months)

Sustained 96%+ customer satisfaction for Centurion Card members by delivering white-glove relationship management and proactive service recovery. Managed incident response and service recovery for premium accounts.

Customer Relationship Management High Net Worth Services Medallia Incident Management Service Recovery Communication Skills

Customer Experience Manager

Sports World Group

Jan 2016 - Jul 2016 (6 months)

Raised club satisfaction scores from 86% to 91% by implementing a First-Contact Problem Resolution and Ownership & Accountability framework. Ranked the club among the top 10 performers out of nearly 40 locations.

Customer Experience First Contact Resolutions Accountability Performance Improvement Team Leadership

Guest Relations & Operations Manager

Grand Luxxe by Vidanta

Jan 2015 - Dec 2015 (11 months)

Lifted guest satisfaction to 97% by applying first-contact resolution practices and proactive service recovery. Led service-delivery teams of up to 40 staff and strengthened executive reporting visibility.

Guest Relations Operations Management Team Leadership Service Recovery Data Reporting Executive Communication

Guest Experience & Team Leadership Manager

Disney Cruise Line

Nov 2013 - Nov 2014 (1 year)

Raised guest satisfaction scores from 93% to 96% by leading customer experience transformation initiatives centered on first-contact resolution and ownership accountability.

Guest Experience Team Leadership Customer Satisfaction First Contact Resolutions Accountability