Open to opportunities

Juliet Ilo

@julietilo

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Experienced Customer Success Manager driving client satisfaction and retention.

United States

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What I'm looking for

I am looking for a role that fosters collaboration and innovation, with opportunities for growth and impactful customer engagement.

As a Customer Success Manager with over 12 years of experience, I have a proven track record of driving customer satisfaction and retention across diverse industries. I have successfully managed a portfolio of over 200 clients, consistently achieving a 95%+ retention rate. My expertise lies in developing and executing tailored customer success strategies, fostering strong client relationships, and delivering measurable value through improved product adoption and support.

I am skilled in identifying customer needs, resolving issues, and collaborating with cross-functional teams to optimize service delivery, ultimately contributing to business growth and client loyalty. At Intel, I spearheaded the onboarding process for over 50 new enterprise clients, achieving a 98% customer satisfaction rate. My commitment to excellence and proactive approach to customer engagement have consistently resulted in increased renewals and upsell opportunities.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Intel

Apr 2023 - Present (2 years 1 month)

Spearheaded onboarding for 50+ enterprise clients, achieving a 98% satisfaction rate. Managed a portfolio of over 100 clients, maintaining a 95% retention rate and exceeding engagement KPIs. Utilized data analytics to monitor customer health metrics, reducing churn by 10%.

Customer Success Onboarding Data Analytics Salesforce Tableau Customer Retention Cross Functional Collaboration Customer Engagement

Customer Relationship Management

Cisco

Feb 2021 - Mar 2023 (2 years 1 month)

Managed relationships with over 200 corporate clients, driving satisfaction through personalized support. Utilized Salesforce to improve response times and conducted monthly business reviews, leading to a 15% increase in retention.

Client Management Salesforce Customer Satisfaction Upselling Cross Selling Customer Feedback Analysis Market Trends Client Engagement

Customer Success Specialist

Dell Technologies

Dec 2018 - Jan 2021 (2 years 1 month)

Implemented customer success strategies for 75+ mid-market clients, improving product adoption by 30%. Provided technical support, reducing service-related tickets by 40% and enhancing customer satisfaction.

Customer Success Technical Support Data Analytics Onboarding Customer Engagement

Merchandise Manager

University of Florida

Nov 2016 - Oct 2018 (1 year 11 months)

Led seasonal merchandise launches, increasing sales by 20%. Developed vendor relationships and oversaw the creation of an online store, boosting online sales by 40% within six months.

Vendor Management Market Research Branding Sales Strategy Customer Satisfaction

Snr Client Support Engineer

Ektam Ltd

Aug 2012 - Aug 2013 (11 months)

Provided high-level technical support to key clients, achieving a 98% SLA adherence rate. Led cloud migration projects, reducing costs by 40% and improving performance.

Technical Support SLA Management Process Improvement System Integration Troubleshooting Reporting Tools

Education

Degrees, certifications, and relevant coursework

University of Florida

Master of Science, Entrepreneurship

2016 - 2018

Completed a Master of Science in Entrepreneurship, focusing on developing innovative business strategies and understanding market dynamics to foster entrepreneurial ventures.