Cristy Maldonado
Strategic Business Architect at Valuize- Claim this Profile
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English -
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Spanish Limited working proficiency
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Bio
Daniel Glasser
When I hired Cristy at Cxense, I was looking for someone with strengths both in technology and business - someone who could own and develop customer relationships and also guide technical teams in adoption and utilization of our products. Cristy's performance exceeded my expectations in both regards. During our time working together, Cristy took responsibility for some of our most troubled accounts, and her work directly led to their continued use of our platform. Cristy's mastery of organization, communication, relationship, and technical skills is a rare talent, and I am confident she will be an invaluable contributor at any company.
Daniel Glasser
When I hired Cristy at Cxense, I was looking for someone with strengths both in technology and business - someone who could own and develop customer relationships and also guide technical teams in adoption and utilization of our products. Cristy's performance exceeded my expectations in both regards. During our time working together, Cristy took responsibility for some of our most troubled accounts, and her work directly led to their continued use of our platform. Cristy's mastery of organization, communication, relationship, and technical skills is a rare talent, and I am confident she will be an invaluable contributor at any company.
Daniel Glasser
When I hired Cristy at Cxense, I was looking for someone with strengths both in technology and business - someone who could own and develop customer relationships and also guide technical teams in adoption and utilization of our products. Cristy's performance exceeded my expectations in both regards. During our time working together, Cristy took responsibility for some of our most troubled accounts, and her work directly led to their continued use of our platform. Cristy's mastery of organization, communication, relationship, and technical skills is a rare talent, and I am confident she will be an invaluable contributor at any company.
Daniel Glasser
When I hired Cristy at Cxense, I was looking for someone with strengths both in technology and business - someone who could own and develop customer relationships and also guide technical teams in adoption and utilization of our products. Cristy's performance exceeded my expectations in both regards. During our time working together, Cristy took responsibility for some of our most troubled accounts, and her work directly led to their continued use of our platform. Cristy's mastery of organization, communication, relationship, and technical skills is a rare talent, and I am confident she will be an invaluable contributor at any company.
Credentials
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ITIL® Foundation Certificate in IT Service Management
BCS, The Chartered Institute for ITJul, 2014- Nov, 2024 -
Administrator Level 3 Certified
GainsightMay, 2023- Nov, 2024 -
NXT Reports & Dashboards Certificate (Level 2)
GainsightNov, 2022- Nov, 2024 -
NXT Journey Orchestrator & Surveys Certificate (Level 2)
GainsightOct, 2022- Nov, 2024 -
NXT Associate Administrator Certificate (Level 1)
GainsightJun, 2022- Nov, 2024
Experience
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Valuize
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Canada
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Business Consulting and Services
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1 - 100 Employee
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Strategic Business Architect
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May 2022 - Present
-Oversee the end to end delivery of customer lifecycle transformation projects with key clients and build trust in client relationships -Identify appropriate strategy service offerings to meet the client’s needs and provide input into optimization via technology solutions -Provide coaching and support to Strategy & Technology consultants delivering services to clients and create enablement & training material based on expertise -Develop new, effective workshop techniques to drive client outcomes -Influence client customer lifecycle strategic direction through strategic subject matter expertise -Identify and create opportunities to expand expertise within existing clients -Manage a portfolio of expansion opportunities from initial identification through to full proposal -Contribute with innovative ideas to continue developing new customer lifecycle strategy services for clients Show less
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BlueConic
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United States
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Software Development
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100 - 200 Employee
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Customer Success Consultant
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Jan 2022 - Mar 2022
-Partner with CS leadership to implement ChurnZero, a customer success tool for the effective management of accounts and associated risk factors-Lead data integrations with multiple sources including CRM, ticketing, product management, and e-learning-Creation of a custom health score based on qualitative and quantitative inputs-Creation of dashboards to proactively monitor accounts and reduce churn-Other duties as assigned.
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Senior Director, Customer Success Operations
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Aug 2021 - Dec 2021
• Partner with CS leadership to identify, develop and implement processes and procedures that drive the effective and efficient operation of the Success team• Design, support, and manage the effective onboarding and training of new Customer Success team members• Oversee the selection, implementation, and management of Customer Success tools, including a CS Platform (e.g. ChurnZero) and the development and documentation of best practices• Deliver, coordinate, project manage, and support as required all customer events including user groups and advisory board meetings in partnership with CS leadership• Manage all team documentation and best practices including internal and external resources (PowerPoints, document templates, Wiki, etc.)• Manage and report on customer experience trackers (e.g. NPS) and ad hoc surveys• Collaborate with Marketing and Enablement to support the development and deliveryof customer and prospect webinars, user groups, and other marketing events• Act as the CS liaison to Product to identify and understand customer feedback andrequests related to product features• Partner closely with the Senior Director, Global Customer Success on ongoing and short-term projects, initiatives and tasks to maximize team performance• Support other ad-hoc projects as identified by the SVP, Customer Success Show less
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Senior Director of Customer Success
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Aug 2020 - Oct 2021
-Directly manage a team of US-based customer success managers including hiring, onboarding, and day to day coaching.-Engage with Sales during the pre-Sales process to evangelize the value of the Customer Success Team as well as our approach to onboarding customers effectively.-Refine and adjust overall approach to customer onboarding including customer lifecycle and program management.-Assist in defining the customer engagement model and the processes and tools within, including customer onboarding, roadmap planning for continued adoption, executive business reviews, and churn mitigation strategies.-Partner with Product Marketing and Training & Enablement groups to deliver customer webinar and user group sessions. -Collect customer feedback via focus group sessions and early adopter programs.-Assist with the ongoing identification of product enhancement opportunities and communicating those opportunities to the Product Management team. Show less
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Director of Customer Success
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Jun 2019 - Aug 2020
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Senior Technical Customer Success Manager
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Oct 2017 - Jun 2019
--Lead onboarding projects, including JavaScript tag and mobile SDK implementations, with focus on data activation use cases and integrations within BlueConic. --Use Javascript, CSS, and HTML to assist in the deployment of custom implementations--Work closely with the development team to request periodic software updates that incorporate new, customer requested features.--Collaborate with marketers to define and achieve business goals with BlueConic use cases that may extend beyond Web/mobile to CRM and all aspects of marketing and analytics. --Guide and help lead a small team of Customer Success Managers Show less
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Cxense, a Piano company
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Netherlands
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IT Services and IT Consulting
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1 - 100 Employee
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Onboarding and Professional Services Manager, North America
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Jul 2017 - Aug 2017
Roles and Responsibilities---Manage and execute onboarding projects including, project scope, deliverables, cost estimates, delivery timeline, and resource allocation.---Work closely with technical onboarders to facilitate efficient project delivery---Manage communication with key customer stakeholders throughout projects---Work with Customer Success Teams to ensure a high level of customer satisfaction---Support North American business development projects including product development, process improvement, and organizational development---Educate and lead customers to implement and fully utilize the Cxense SaaS solutions---Conduct product demonstrations and facilitate workshops for customers Show less
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Customer Success Manager
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Jul 2016 - Jun 2017
--Own overall relationship with assigned clients, which includes: Increasing adoption, ensuring retention and satisfaction, and identifying, developing, and closing upsell opportunities.--Work with cross-functional teams to deliver completed projects that meet customer expectations.--Ensure that Cxense integrations are fully utilized to meet customer goals. Measure progress on an ongoing basis, identify any improvement areas, and lead efforts to achieve total customer satisfaction.--Work with each customer to define measurable success metrics.--Be a Cxense product expert and offer guidance on the value and usage of each part of the Cxense system and make suggestions that will improve customer integration, utilization, and satisfaction.--Be clairvoyant – identify and neutralize potential problems before they arise.--Develop, prepare, and nurture customers for advocacy. Show less
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EightSpokes
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United States
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Technology, Information and Internet
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Director, Client Success
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Jun 2015 - May 2016
--Develop customer programs, processes and best practices including a deployment blueprint. --Implement a solution to proactively measure customer success, and through monitoring, maintain an accurate read of customer health. --Formulate an approach to determining the criteria that are critical to customer health as well as an escalation process to indicate which customers are at risk. --Create a strong on boarding program that will assist customers with solution adoption including continuous instruction, a clearly defined product roadmap, and regular touchpoints to ensure that the onboarding process is effective and creates value for the customer. --Ongoing identification of revenue expansion opportunities including contract extensions and upselling to further reinforce customer adoption as well as identify growth in other areas of the customer’s organization. --Responsible for identifying and codifying the key components of customer success and communicating them cross-functionally to inform the product roadmap, sales and marketing messaging and services processes. --Work both proactively and strategically to create a single view of the customer within EightSpokes to ensure that customer needs are well understood and met as products and services evolve. --Collect customer feedback via interviews, focus groups and surveys. --Cultivate a community of trusted product ambassadors and users to encourage product exchanges. --Work cross-functionally to build a Community Portal or Knowledge Base that serves as a central repository for product information, promotes customer engagement and provides value-added resources. --Establish deployment objectives and success criteria and help them develop a plan to achieve those objectives. --Conduct periodic health-check calls to review the status of deployments. --Assist product engineering with planning future releases using client feedback for enhancement requests as well as industry trends. Show less
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Information Mapping
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Belgium
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Business Consulting and Services
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1 - 100 Employee
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Solutions Consultant
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Sep 2014 - May 2015
---Work with clients to identify, strategize and solve complex business content challenges using the Information Mapping® Method ---Gather requirements from interviews ---Identify and communicate future sales opportunities ---Advise IM US clients and sales staff on products and services ---Assist with sales opportunities by creating demos, presenting to clients ---Create proposals based on discussions with current and potential clients ---Create and maintain a repository of reusable proposal elements ---Assist with marketing by authoring promotional content ---Assist with other sales support duties as needed Show less
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Tufts University
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United States
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Higher Education
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700 & Above Employee
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Manager, IT Training and Documentation
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May 2011 - Aug 2014
--Work closely with subject matter experts throughout the university to plan, develop, and deliver IT training by selecting the most effective techniques for delivery, including classroom training, e-learning, webinars, and hands on workshops. --Offer consulting services for groups implementing new applications and tools as well as QA services for testing and verification. --Conduct needs analysis to determine strategic direction and adoption of tools and new technologies. --Measure the effectiveness of training programs, documentation, and tools to strive for continuous improvement. Show less
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Wentworth Institute of Technology
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United States
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Higher Education
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700 & Above Employee
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Instructional Designer
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Jul 2009 - Jun 2011
--Develop and lead workshops in various areas of instructional technology design and use. --Develop relationships with faculty to encourage networking and knowledge sharing for the use of technology in teaching. Explore avenues of dissemination including webinars, podcasts, luncheons, and monthly newsletters. --Research, evaluate, and recommend hardware and software for use and purchase. Work with vendors to arrange demonstrations and product pilots. --Identify and anticipate instructional challenges and develop strategies using technology as an instructional tool to address these challenges. Conduct follow-up assessment and evaluation of these strategies and tailor them as needed. --Assist in the development of online and hybrid courses and the technologies required to support these methods of instruction. Show less
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Oracle
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Technical Communicator
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Aug 2007 - Jul 2009
--Manage documentation needs for three Oracle product lines. --Create, edit, proofread, and revise technical documents (front and back end). --Create communications for a wide audience ranging from non-technical end-users to system administrators who install, configure, and operate Oracle applications. --Work with remote teams across the US, Europe, and India to coordinate project deliverables and communicate project status and progress. --Manage documentation needs for three Oracle product lines. --Create, edit, proofread, and revise technical documents (front and back end). --Create communications for a wide audience ranging from non-technical end-users to system administrators who install, configure, and operate Oracle applications. --Work with remote teams across the US, Europe, and India to coordinate project deliverables and communicate project status and progress.
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The Hartford
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United States
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Financial Services
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700 & Above Employee
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Infrastructure Communications Specialist
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Jul 2004 - Aug 2007
--Work closely with senior leadership team and/or project management office to design comprehensive communications plans and messaging related to IT infrastructure initiatives/changes that impact a large customer/end user population (software upgrades, installations, outages, etc.). --Provide guidance on smaller initiatives and offer ISD employees self-service tools and policies to ensure effective customer communications. --Collaborate with communications leads from other business areas. --Deliver proactive communications and promote ISD’s value to customers via newsletters and public sites. --Identify ongoing ways to enhance and measure customer communications by soliciting feedback from customers via surveys or informal/formal focus groups. Show less
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Education
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Central Connecticut State University
M.S. Computer Information Technology, Computer Information Systems -
University of Hartford
Bachelor of Arts (B.A.), Professional and Technical Writing