Erika M.
Manager of Strategic Customer Initiatives at Redica Systems- Claim this Profile
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English Full professional proficiency
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Spanish Native or bilingual proficiency
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Bio
Maria Fernanda La Rotta, MBA
Beyond being a strong customer success manager, Erika is an honest and invested human being who finds joy in identifying solutions and helping her team and clients succeed. I worked directly with Erika for over 2 years while she managed over 300 vendors. Erika put forward initiatives to streamline knowledge and resources, creating value for the company while helping vendors grow their business. Her ability to understand complex problems and pivot to find the right approach allowed our team to prevent costly mistakes. I would be happy to work with her in the future and recommend her for any team looking for a fast learner with a great work ethic.
Matt Sheldon
I had the pleasure of working with Erika for almost two years. Her work ethic and drive is exactly what any manager looks for in an employee. She possesses both hard and soft skills that enables her to connect with her customers on a human level. Erika is also well versed in the solution sales process which she used to manage extremely complex and nuanced sales cycles during her time at Upserve. Above and beyond all the accolades and individual achievements she reached during her time working for Upserve, her most impressive trait is her humility and how well she represented the company on a daily basis. She's a true professional.
Maria Fernanda La Rotta, MBA
Beyond being a strong customer success manager, Erika is an honest and invested human being who finds joy in identifying solutions and helping her team and clients succeed. I worked directly with Erika for over 2 years while she managed over 300 vendors. Erika put forward initiatives to streamline knowledge and resources, creating value for the company while helping vendors grow their business. Her ability to understand complex problems and pivot to find the right approach allowed our team to prevent costly mistakes. I would be happy to work with her in the future and recommend her for any team looking for a fast learner with a great work ethic.
Matt Sheldon
I had the pleasure of working with Erika for almost two years. Her work ethic and drive is exactly what any manager looks for in an employee. She possesses both hard and soft skills that enables her to connect with her customers on a human level. Erika is also well versed in the solution sales process which she used to manage extremely complex and nuanced sales cycles during her time at Upserve. Above and beyond all the accolades and individual achievements she reached during her time working for Upserve, her most impressive trait is her humility and how well she represented the company on a daily basis. She's a true professional.
Maria Fernanda La Rotta, MBA
Beyond being a strong customer success manager, Erika is an honest and invested human being who finds joy in identifying solutions and helping her team and clients succeed. I worked directly with Erika for over 2 years while she managed over 300 vendors. Erika put forward initiatives to streamline knowledge and resources, creating value for the company while helping vendors grow their business. Her ability to understand complex problems and pivot to find the right approach allowed our team to prevent costly mistakes. I would be happy to work with her in the future and recommend her for any team looking for a fast learner with a great work ethic.
Matt Sheldon
I had the pleasure of working with Erika for almost two years. Her work ethic and drive is exactly what any manager looks for in an employee. She possesses both hard and soft skills that enables her to connect with her customers on a human level. Erika is also well versed in the solution sales process which she used to manage extremely complex and nuanced sales cycles during her time at Upserve. Above and beyond all the accolades and individual achievements she reached during her time working for Upserve, her most impressive trait is her humility and how well she represented the company on a daily basis. She's a true professional.
Maria Fernanda La Rotta, MBA
Beyond being a strong customer success manager, Erika is an honest and invested human being who finds joy in identifying solutions and helping her team and clients succeed. I worked directly with Erika for over 2 years while she managed over 300 vendors. Erika put forward initiatives to streamline knowledge and resources, creating value for the company while helping vendors grow their business. Her ability to understand complex problems and pivot to find the right approach allowed our team to prevent costly mistakes. I would be happy to work with her in the future and recommend her for any team looking for a fast learner with a great work ethic.
Matt Sheldon
I had the pleasure of working with Erika for almost two years. Her work ethic and drive is exactly what any manager looks for in an employee. She possesses both hard and soft skills that enables her to connect with her customers on a human level. Erika is also well versed in the solution sales process which she used to manage extremely complex and nuanced sales cycles during her time at Upserve. Above and beyond all the accolades and individual achievements she reached during her time working for Upserve, her most impressive trait is her humility and how well she represented the company on a daily basis. She's a true professional.
Credentials
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RevOps Training
ROC: Project Picasso RevOps TrainingJul, 2020- Oct, 2024 -
Apple Certified Technician
AppleOct, 2011- Oct, 2024
Experience
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Redica Systems
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United States
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Information Services
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1 - 100 Employee
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Manager of Strategic Customer Initiatives
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Jun 2023 - Present
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Manager, Customer Success
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Nov 2021 - Aug 2023
Redica Systems created the first of its kind quality and regulatory intelligence (QRI) platform for the life sciences and food industries. We index and augment vast quantities of data and then partner with quality and compliance teams, helping them use that data to stay compliant and improve product quality.Our vision is to simplify and guide quality and compliance decision-making with data.
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Customer Success Manager
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May 2021 - Nov 2021
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Off the Grid
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Events Services
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1 - 100 Employee
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Sr. Customer Success Manager - Leader
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Oct 2017 - Mar 2020
Off the Grid is a platform that supports mobile food entrepreneurs through, revenue opportunities, logistics, and business marketing. • Created the initial Customer Success department team, processes, resource center and goals for the company. • Established business app tools to streamline and automate processes for internal stakeholders. • Refined acquisition process to create strategic leads with a growth of 25% seasonally. • Planned, implemented, and piloted various projects and programs that generated additional revenue; most successful being Apple sponsorship with 40% growth yearly. • Presented key findings with data for company development to diverse stakeholders that included executive, business lines leaders, and product teams. • Implemented a marketing communication strategy targeted for B2B entrepreneurs to streamline communication that resulted in a consistent 87% engagement. • Cross collaborated in multiple foundational projects with Product, Sales, Marketing, and Operation. Including a mobile App ecosystem from inception to pre-delivery through customer feedback and design thinking. Show less
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Upserve, a Lightspeed Company
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United States
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Software Development
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1 - 100 Employee
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Account Manager - Southwest
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Jun 2017 - Oct 2017
Breadcrumb by Groupon acquired by Upserve in 2016• Managed a book of business of B2B in Texas, New Mexico, and Arizona for emerging market as a trusted advisor.• Supported customer engagement with a SaaS platform offering an omnichannel for restaurant growth management through value realization.• Responsible for developing, expanding, and retaining relationships with channel partners to drive revenue through expansions.• Coached and trained the Onboarding and Account Management teams after company/software merge. • Initiated a relationship between Apple retails stores in Houston for brand awareness.• Beta tested and launched EMV hardware for contactless and chip card payments across the nation. Show less
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Channel Account Manager - West Coast
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Jun 2016 - Jun 2017
• Responsible for maintaining a successful relationship with 30 channel partners in the West Coast.• Supported partners to adopt to new software after acquisition to scale cross sales and upsells. • Leading to generate 130K in ARR by using referrals, as well as identifying at-risk accounts and get partners to re-engage customers to achieve retention goal of 99% quarterly.• Acted as a resource and filled educational gaps for channel partners
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Groupon
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United States
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Technology, Information and Internet
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700 & Above Employee
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Customer Success Manager
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Aug 2014 - Jun 2016
*Breadcrumb by Groupon was acquired by Upserve in 2016 Breadcrumb POS by Groupon • Responsible for the customer onboarding, activation, and technical support after sales close for SaaS platform. • Initiated and collaboratively built processes with the Account Executive team that facilitated the customer’s experience by identifying upsell and expansion opportunities through educational gaps. • Cross functionally worked with the product development team to gather customer feedback, deploy beta features and identify educational gaps for feature launch readiness. • Project managed an outsourcing program to expedite menu creation to scale onboarding to 200% activation growth with go-live goals with a 30 day or less turnaround at a time. • Educated and supported customers of technical diverse backgrounds, with complex technical configuration of networking, software, and hardware. • Built support resources for Spanish speakers and non-technical users outside of the Knowledge Base articles. Show less
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Szechwan Wok
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Houston, Texas Area
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Business Operations Manager
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Jun 2013 - Jul 2014
Family owned restaurant business -Build a business plan that cut costs by 40% by identifying solutions that costs less and generated more productivity. This also is increasing revenue by 30% since we started at the end of 2016. -Use Google Analytics, Facebook marketing and Yelp for business to gain insight on what customers like and what makes them a repeat customer. This will be used in the new location opening fall 2017 to set the opening up for success -Training the team to use digital marketing tools to create growth by using platforms such as Facebook, Instagram, Twitter and Snapchat Show less
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Apple
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United States
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Computers and Electronics Manufacturing
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700 & Above Employee
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Genius (Technical Support)
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Jun 2008 - Jun 2013
• Hosted workshops and individual training for; first-time tech owners, new product launches, Spanish speakers, and kids. • Triaged, repaired, and supported customer technical issues with a consistent NPS of 98%. • Assisted in getting started customer support experience through data migration, new software installation, and technical upgrades when necessary. • Identified business leads coming through support to expand the Apple Business pipeline. • Certified Apple Macintosh and iOS technician. • Repaired customer relationships with their tech devices with timed intervals ranging from 10 - 20 minutes each as support scaled with new product releases. Show less
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Education
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2005 - 2008
San Jacinto College
Community
