Marcelino Diaz

Customer Success

2024

Customer Success Coordinator

2021 - 2023

Customer Success: - Joined Swiftlane in 2021 with 40-50 customers. In 2023 we surpassed 1000 customers. - Built and maintained strong relationships with both partners and customers, serving as the primary point of contact for their needs and fostering mutual growth. - Led growth and success for 300+ building owner/operator accounts with $5M - $500M in assets, achieving a 15% expansion in client base and a $200K ARR increase. Provided comprehensive support throughout the entire customer journey, encompassing KPI identification, training, implementation, and ongoing renewals. - Through cold outreach I built up a partner program of more than 25 partners, where I trained and managed partner reseller certification and achieved a $30K MRR increase from new customer acquisition. - Created support documents to promote education, adoption and expansion across client organizations leading to 98% client retention. - Produced streamlined workflows that resulted in 40% increase of new customer onboarding and a 20% increase of customer satisfaction. - Successfully tackled over 100 technical support inquiries weekly, achieving a 90% resolution rate and contributing to an increase in positive online reviews and 5-star ratings. - Gathered and championed customer feedback, leading to product and app updates that saw a 70% increase in user satisfaction and a 90% engagement boost. Partner Success: - Achieved a 15% increase in new customer acquisition by leading our partner program of 25+ partners. The program consisted of initial outreach, product and sales training, and reseller certification. - Drafted project reports to identify successful outcomes, insights, and future recommendations. - Established and maintained strong relationships with partners by developing strategies to enhance partner engagement and drive mutual growth, leading to $15k in MRR.

Ventures Analyst

2019 - 2021

-Through comprehensive market analysis of trends, investments, and economic impact, I facilitated 5 successful investments in the Construction and Property Technology space. - Identified partner innovation needs, conducted market research and introduced startups leading to successful partner/startup collaborations which resulted in partner membership upgrades with a value of $500K in annual revenue. - Spearheaded a highly impactful accelerator program, driving startup success through effective coordination and mentorship, resulting in over 100 startup introductions and 15 successful pilots that converted into paid partnerships valued over $1M. Responsibilities: - Actively source and outreach startups - Work independently and manage multiple projects and meet deadlines - Continuously work with corporations to address innovation needs and process improvements by consulting and startup introductions - Manage projects and events within the Smart Cities Program - Conduct meetings and manage relationships between startups and corporate partners on a frequent basis - Build relationships with corporate partners to better understand their needs and receive detailed feedback to improve deliverables - Analyze Smart Cities markets, trends, investments and economic impact - Analyze technology in IoT, AI, ML, Computer Vision, AR/VR, Robotics, etc. - Conduct high quality analysis, market research, and financial modeling on new technology - Define customer problem statement, evaluate solution options, and make recommendations - Collaborate with international PnP offices to provide customer support and expand PnP brand - Conduct due diligence reports for investable opportunities and support partners - Produce marketing content along with my colleagues to promote Plug and Play as well as the startups in our ecosystem - Create innovation and entrepreneurial content to share with peers, customers, and network - Share all research, findings and reports with senior executives

Talent Sourcer

2018 - 2019

- Utilized online databases (Monster, Linkedin, Indeed, etc) to source candidates as well as analyzed and identified qualified candidates - Maintained and managed relationships with candidates through daily communication and effectively listening to candidates’ needs in order to place them in the correct role - Demonstrated grit through making dozens of cold calls a day and conducting hire paperwork when needed - Successfully recruited 4 contractors in first 3 months while working part time