Ricardo Jiménez
Customer Success Manager at POS Nation- Claim this Profile
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Bio
Nicole Crane
Ricardo was a pleasure to work with. His dedication to the clients in fulfilling general needs, problem solving, both within the software and/or company accounts, is timely, attentive, and effective. Ricardo's ability to juggle multiple projects is admirable and makes a dramatic difference to the productivity level of the entire company.
Nicole Crane
Ricardo was a pleasure to work with. His dedication to the clients in fulfilling general needs, problem solving, both within the software and/or company accounts, is timely, attentive, and effective. Ricardo's ability to juggle multiple projects is admirable and makes a dramatic difference to the productivity level of the entire company.
Nicole Crane
Ricardo was a pleasure to work with. His dedication to the clients in fulfilling general needs, problem solving, both within the software and/or company accounts, is timely, attentive, and effective. Ricardo's ability to juggle multiple projects is admirable and makes a dramatic difference to the productivity level of the entire company.
Nicole Crane
Ricardo was a pleasure to work with. His dedication to the clients in fulfilling general needs, problem solving, both within the software and/or company accounts, is timely, attentive, and effective. Ricardo's ability to juggle multiple projects is admirable and makes a dramatic difference to the productivity level of the entire company.
Experience
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POS Nation
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United States
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Software Development
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1 - 100 Employee
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Customer Success Manager
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Oct 2023 - Present
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Transport4 (oil and energy)
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Alpharetta, Georgia, United States
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Customer Success Manager
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Jan 2020 - Present
- Providing ongoing support and training to clients, ensuring a smooth transition and adoption of implemented solutions. - Monitoring project progress, identifying and mitigating risks, and communicating updates to stakeholders. - Writing comprehensive user manuals and training documentation for new products and additional technical documentation. - Focusing solutions on industry-specific workflow, client base, and protocols, tailoring implementations to client needs. - Collaborating with clients to define project objectives, scope, and deliverables, ensuring alignment with business goals. - Conduct regular status meetings with clients to address concerns, provide updates, and gather feedback for continuous improvement. Show less
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Hotel Effectiveness
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United States
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Hospitality
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1 - 100 Employee
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Senior Software Support Analyst (SaaS)
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Jan 2019 - Feb 2020
- Interacted with hospitality industry clients via Email, Phone and Video Conference to Identify, Assess, Troubleshoot and Resolve Tier 2 Technical Issues the customer is experiencing on the Time & Attendance software or Labor Management Software. - Identified Software Bugs, Data Feed or Scripting issues. - Kept Client Success Managers & Sales Representatives informed of any pertinent customer issues as necessary. - Created, Updated and Closed cases in Ticketing System. - Provided timely and meaningful updates to clients regarding ongoing issues. - Explained technical information in clear terms to non-technical individuals to promote better understanding. - Resolved implementation and operation issues with our product team. Show less
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Tarkenton
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United States
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Business Consulting and Services
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1 - 100 Employee
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Software Support Analyst (SaaS)
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Jul 2015 - Jan 2019
- Provided technical support to end users on web-based software applications. - Assisted legal sales associates in marketing Software across the U.S. and Canada. - Performed remote diagnostics and troubleshooting of customers issues remotely, documented help desk tickets & resolutions and provided overall assistance to clients. - Recorded defects and coordinated issue resolution with the development team and functional leads. - Created and executed automated software test plans, cases and scripts to uncover, identify and document software problems and their causes. - Optimized clients websites for usability, search engine optimization, and accessibility. - Worked with developers to create and update WordPress sites - Created support documentation that empowered and enabled user community. - Used LMS (learner Management System) to create training content for associates. - Assisted the development team to resolve escalated customer issues, testing CRM platforms & social media monitoring tools, while providing feedback to team members concerning service levels. Show less
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Carestream Dental
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Marietta, GA
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Technical Support Professional
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Mar 2014 - Jul 2015
- 50+ calls per day, 80% of time spent doing phone support, 95+ employees, 12 people on a team. - Submitted proposed solutions to basic issues in knowledge base and internal & external documentation. - Consistent top performer based on quality, adherence, call times and call documentation metrics. - Performed diagnostics and troubleshooting of system issues remotely, documented help desk tickets & resolutions and provided overall assistance to clients. - Executed SQL statements in both SQL production and development environments. - Prepared and presented technical proposals for clients via phone support and product users meetings. - Analyzed software, hardware, and network systems for various transmission systems. - Entered and assigned new leads using CRM tools (SalesForce). Show less
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Telrite Corporation
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Marietta, GA
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Bi-Lingual Customer Service Representative
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Dec 2011 - Mar 2014
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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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Technical Support Representative
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Jan 2010 - Dec 2011
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Education
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2011 - 2015
Georgia State University - J. Mack Robinson College of Business
Bachelor of Business Administration (B.B.A.), Computer and Information Sciences and Support Services
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