Brian Bustos
Client Success Manager at Infinity Software- Claim this Profile
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Spanish Professional working proficiency
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Bio
Carl White, Mortgage Marketing Animals
Brian comes with my highest recommendations. He is always looking for new ideas to assist his clients. I admire him for his creative work and his willingness to "give first". You would be doing yourself a favor to align yourself with Brian as I have. Respectfully Submitted, Carl White
Carl White, Mortgage Marketing Animals
Brian comes with my highest recommendations. He is always looking for new ideas to assist his clients. I admire him for his creative work and his willingness to "give first". You would be doing yourself a favor to align yourself with Brian as I have. Respectfully Submitted, Carl White
Carl White, Mortgage Marketing Animals
Brian comes with my highest recommendations. He is always looking for new ideas to assist his clients. I admire him for his creative work and his willingness to "give first". You would be doing yourself a favor to align yourself with Brian as I have. Respectfully Submitted, Carl White
Carl White, Mortgage Marketing Animals
Brian comes with my highest recommendations. He is always looking for new ideas to assist his clients. I admire him for his creative work and his willingness to "give first". You would be doing yourself a favor to align yourself with Brian as I have. Respectfully Submitted, Carl White
Credentials
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Dealing with Difficult Clients in B2B Sales
LinkedInJul, 2023- Nov, 2024
Experience
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Infinity Software
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United States
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Software Development
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1 - 100 Employee
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Client Success Manager
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May 2022 - Present
♦ Manage and coach a team of five CS specialists/partners/Sr. Partners remotely around the country and overseas with a book of business of over 156 lenders and growing daily. ♦ Manage Front-End Development team huddles with offshore developers. ♦ Create, develop and implement company S.O.P's, workflow processes, track metrics , KPI’s and update the CRM database to improve team efficiency. ♦ Conduct QBR’s with key stakeholders and decision makers. ♦ Cross-collaborate with departments such as development, sales, and partnerships to grow our current lender's portfolio and uncover upsell opportunities. ♦ Negotiate contract renewals with business executives, CEO's, Presidents, VP's or other decision-makers and keep churn rate under 4%. So far in 2023 have negotiated 32 new 24-month contract renewals with price increases. ♦ Interview, hire, and train new CS team members. ♦ Manage escalations and resolve high priority tickets. Show less
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DFW Demo & Junk Removal, LLC
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Dallas, Texas, United States
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Project Manager / Customer Success Manager
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Jan 2020 - Present
♦ Advise and consult with key clients on best uses of our services to optimize their projects ♦ Lead Customer Success team to continually reach customer retention rate of 80%+ ♦ On-board and train new employees ♦ Conduct QBR’s with customers to maintain successful use of our services and ask discovery questions to search for potential up-sell opportunities ♦ Implemented Housecall Pro and CRM for pricing, budgeting, project & account management ♦ Identify and work on removing barriers leading to a successful completion of projects ♦ Ensure all projects are completed on time, within budget and with a high degree of quality ♦ Establish customer expectations of project scope, deliverables, procedures for project communications and dissemination of information for team members ♦ Help get the startup running & profitable within two months by building systems & processes Show less
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Brian Bustos Real Estate LLC
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Dallas/Fort Worth Area
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Customer Success Manager
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Apr 2012 - May 2022
♦ Ensure team customer retention rates and goals are continuously exceeded by consulting with customers regarding all aspects of the purchasing and selling lifecycles ♦ Encourage repeat business and customer engagement by maintaining communication with clients and building relationships ♦ Achieve successful completion of real estate transactions by working cross-functionally with lenders, title companies, appraisers and home inspectors ♦ Launch, manage & update CRM platform and troubleshoot/resolve IT office issues ♦ Negotiate on buyers behalf, saving them, on average, 16% off the purchase of their home compared to competing sales ♦ Make an average of 10% more for selling clients versus comparative sales by performing market research and analyzing current market trends Show less
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Epocha
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Dallas, Texas, United States
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Customer Success Manager
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Mar 2014 - Jul 2016
♦ Increased e-commerce customer retention rate to an eight week average of 80% ♦ Negotiate, nurture and build strong B2B relationships with key accounts like New Balance, Adidas, Puma, Red Wing and Asics ♦ Increased operations performance level by onboarding and training employees on using and implementing CRM, Shopify, Mailchimp, P.O.S. systems, Zoom, and Quickbooks ♦ Attracted business & marketed store name by coordinating events & collaborating cross-functionally with major accounts and local company owners and executives. ♦ Provide IT support and install/troubleshoot companies systems ♦ Helped build the store from zero to $265,000 in sales in its first year by implementing a product risk mitigation plan and developing social media marketing campaigns and ads ♦ Boosted market share & profitability by managing business finances and tracked store cash flow Show less
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Sitel Group
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Customer Service Representative 1
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Mar 2007 - Jun 2009
♦ Assist 100+ customers daily, providing troubleshooting solutions to ensure customer retention ♦ Drive customer satisfaction through voice, chat, and/or email ♦ Ensure accuracy of data and tracking all information through company CRM and ticketing system ♦ Train new employees in data entry, company technology, and conversing with customers ♦ Upsell new products and technologies to current customers ♦ Assist 100+ customers daily, providing troubleshooting solutions to ensure customer retention ♦ Drive customer satisfaction through voice, chat, and/or email ♦ Ensure accuracy of data and tracking all information through company CRM and ticketing system ♦ Train new employees in data entry, company technology, and conversing with customers ♦ Upsell new products and technologies to current customers
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Education
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2008 - 2010
Grambling State University
Engineering -
2010 - 2011
University of Texas at Brownsville
Psychology, Criminalistics and Criminal Science -
2006 - 2008
New Mexico Military Institute
Mechanical Engineering -
2002 - 2006
Chapin High School
High School Diploma, Engineering Magnet
Community
