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Cindy Graterol

@cindygraterol

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Customer Success Manager dedicated to enhancing client satisfaction and growth.

Spain

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What I'm looking for

I'm looking for a role where I can drive customer success, lead onboarding and retention initiatives, and grow into project management. I thrive in fast-paced, collaborative environments and want to keep building my skills while making a real impact.

As a Customer Success Manager at Equinix, I have successfully managed global customer accounts, exceeding yearly success leads targets by 62.5%. My strategic approach to upselling and cross-selling has significantly contributed to account and revenue growth. I take pride in leading customer onboarding and portal adoption, ensuring smooth transitions to post-deployment success plans that strengthen customer engagement.

My experience includes conducting Quarterly Business Reviews (QBRs) and Operational Service Reviews (OSRs), where I leverage customer insights to optimize strategies and improve retention. I collaborate closely with internal teams to identify new opportunities and support customer expansions, ensuring long-term satisfaction and reducing churn. Additionally, I mentor new hires, fostering team efficiency and operational improvements.

With a background in customer service and sales, I have consistently exceeded sales targets and enhanced customer satisfaction. My commitment to delivering exceptional customer experiences drives my passion for customer success.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Equinix

Dec 2022 - Present (2 years 5 months)

Managed global customer accounts, exceeding yearly success leads targets by 62.5% through strategic upselling and cross-selling. Led customer onboarding and portal adoption, ensuring smooth implementation and strengthening customer engagement. Conducted Quarterly Business Reviews and collaborated with internal teams to optimize strategies and improve retention.

Customer Success Management Account Management Onboarding Cross Selling Upselling CRM Salesforce Data Analysis Team Collaboration Mentorship

Customer Service Advisor

Legends

Jul 2022 - Jan 2023 (6 months)

Delivered exceptional customer service through email and chat, efficiently resolving inquiries to enhance the customer experience. Developed new complaint resolution strategies, reducing resolution time by 30% and managing Freshdesk support tickets to ensure compliance with SLAs.

Customer Service Freshdesk Email Support Chat Support SLA Problem Solving Customer Experience

Sales Associate & Customer Service

Lacoste

Jun 2021 - Jul 2022 (1 year 1 month)

Consistently exceeded sales targets, achieving a 20% increase in average transaction value through personalized product recommendations. Enhanced customer satisfaction and loyalty, leading to a 90% increase in positive feedback by offering tailored solutions.

Sales Customer Service Product Recommendations Customer Satisfaction Transaction Value Increase Custom Solutions