Open to opportunities

Robert Favela

@robertfavela

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Experienced Director of Customer Success focused on client satisfaction.

United States

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What I'm looking for

I am looking for a role that fosters collaboration, values customer-centric strategies, and offers opportunities for professional growth.

I am a dedicated Director of Customer Success with a proven track record in enhancing customer satisfaction and operational efficiency. Currently, I lead a team at Wovenmedia, where I have successfully managed over 700 accounts, driving a 48% improvement in customer satisfaction and a 54% increase in SLA achievement rates. My experience includes building customer support teams from the ground up and implementing scalable solutions that align with business objectives.

Previously, I served as the Director of Operations and Customer Success at V1 Sports, where I developed strategies that resulted in a 90% renewal rate and a 30% increase in customer satisfaction. My career has been marked by a commitment to fostering a customer-first culture, mentoring teams, and driving continuous improvement through data analysis and strategic planning. I thrive in dynamic environments where I can leverage my skills to enhance customer experiences and contribute to organizational growth.

Experience

Work history, roles, and key accomplishments

Current

Director of Customer Success

Current

Wovenmedia

Sep 2022 - Present (2 years 10 months)

Reported directly to the CIO and led a team of 5 Customer Success Representatives and 3 Customer Support Specialists, managing and supporting over 700 accounts. Spearheaded the creation and scaling of the Customer Success department, developing core processes, defining team structures, and recruiting top talent to support business growth. Increased customer satisfaction by 48% and achieved a 54% i

Customer Success Customer Support Onboarding Retention Customer Satisfaction SLA Management CRM Performance Management

Director of Operations

V1 Sports

Dec 2021 - Present (3 years 7 months)

Reported directly to the CEO and led Customer Support Specialists (on/offshore), overseeing client support services, internal support team, and a third-party call center. Developed and executed strategies to optimize customer support, enhance service quality, and drive operational efficiency. Achieved a 90% renewal rate and a 30% increase in customer satisfaction, while reducing churn rate by proa

Operations Management Customer Support KPI Tracking Vendor Management Strategic Planning Customer Lifecycle Management Customer Feedback Upselling

Director of Customer Success

V1 Sports

Aug 2021 - Present (3 years 11 months)

Advised and mentored the Director of Customer Success, contributing to the development of a customer-first culture and ensuring consistent operational performance. Defined and optimized the customer life cycle, enhancing overall customer experience and retention. Established and managed KPIs for the team, including churn rate, net promoter score, revenue growth, and customer onboarding.

Customer Success Customer Experience KPIs Customer Onboarding Customer Retention Strategic Planning Process Improvement

Customer Success Representative

AvePoint

Aug 2020 - Present (4 years 11 months)

Managed 175 accounts, ensuring successful client adoption through emails, outbound calls, bi-weekly follow-up meetings, issue resolution, and product training. Conducted client training, product onboarding, and product reviews, providing expert customer insight to product management, marketing, and sales. Achieved a 93% renewal rate and managed strategic relationships with key partners.

Customer Success Account Management Client Adoption Product Training Customer Insights Renewal Rate Optimization Strategic Partnerships Product Demonstrations Workflow Optimization

Manager of Customer Service

The CityBase Inc

Sep 2018 - Present (6 years 10 months)

Reported directly to the CEO/President, COO, & CTO, leading 10 direct reports and supervising a third-party phone center and field technicians, managing 90 accounts. Provided high-volume 24/7 customer support for web-based products, hardware troubleshooting, and application support. Increased productivity and operations by 40% and boosted customer satisfaction by close to 30%, from 64% to 92%.

Escalation Management Technical Support SLA Management Vendor Management Hardware Operations Inventory Management Client Relationship Management

Supervisor of Regional Operations

The CityBase Inc

Mar 2017 - Present (8 years 4 months)

Traveled 75% of the year to manage installations, perform overall client health checks, and attend executive meetings, training, and product demonstrations. Oversaw all hardware operations, including hardware support, manufacturing, purchasing, and field service. Attained a 94% Service Level Agreement (SLA) achievement rate compared to the previous achievement rate of 56%.

SLA Management Contract Negotiation

Project Coordinator

Elevate Digital

Aug 2012 - Present (12 years 11 months)

Provided tech support and communicated regularly to maintain good standing with all location contacts, offering exceptional customer support and service to 25+ clients daily. Conducted onsite training to 60+ clients and traveled 80% of the year for meetings, installations, and site visits. Supervised multiple projects from start through delivery by prioritizing needs and delegating assignments.