IVAN LOPEZ
Framingham
Summary
Analytical and customer-focused technology professional with over a decade of experience in eCommerce and SaaS environments. Specializing in client onboarding, strategic account management, and customer success, with a strong foundation in data analytics and a background in criminal justice that informs a thoughtful, investigative approach to solving complex problems. Proven ability to translate complex data into actionable insights that enhance customer engagement, reduce churn, and improve product adoption. Adept at developing customer health tracking systems, leading support operations, and mentoring high-performing teams. Known for driving cross-functional collaboration, optimizing service delivery, and aligning technical solutions with business goals.
Overview
14
14
years of professional experience
Work History
Senior Technical Account Manager
Yottaa
07.2016 - Current
- Conducted onboarding processes, ensuring smooth transitions and seamless integration of products or solutions.
- Coordinated regular account reviews and status updates with customers to maintain open communication channels with a 2.3m book of business.
- Identified opportunities for increased product usage, developed project plans for proof of concept, and executed successful deployments while sustaining the 20% performance impact of product offering.
- Administered training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Developed and oversaw the implementation of a customer health tracking system, enabling the identification of churn risk through the analysis of key data-driven metrics.
- Executed the migration of our support system to an enterprise ticketing solution, enhancing customer engagement while facilitating efficient tracking and reporting of key KPIs.
Customer Support Manager
Fuze
08.2015 - 07.2016
- Led process improvement and problem-solving initiatives, resulting in the creation of standard procedures and an escalation policy for the customer support team.
- Reviewed internal processes regularly to streamline workflow within department efficiently.
- Provided training and mentorship to team members, fostering productivity, accuracy, and a strong commitment to delivering friendly service.
- Documented customer service processes and responses in internal database for future reference.
- Established and monitored KPIs to enhance customer engagement during support interactions.
Technical Support Manager
LogMeIn
07.2011 - 08.2015
- Led team of technical support professionals fielding telephone calls, webchat requests and support emails.
- Boosted productivity and elevated the quality of support interactions by effectively communicating and establishing clear expectations at both the individual and team levels.
- Delivered 20% increase in capacity utilization through support level optimization.
- Developed and conducted comprehensive product training to new hires as a subject matter expert.
- Analyzed call data to identify trends in technical issues and develop targeted solutions.
IT Technician
Necom Solutions
02.2011 - 07.2011
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Enhanced sales opportunities by researching and deploying telephony solutions and improvements.
Education
Bachelor of Arts (B.A.) - Criminal Justice
University of Massachusetts
09.2027
Associate in Science (A.S.) - Computer Networking
ITT Technical Institute
06.2011
Skills
- Support management
- Training and mentoring
- Program management
- Customer Health Scoring
- Client onboarding
- Analytical skills
- Data analysis
- Account management
- Team leadership
Languages
Spanish
Timeline
Senior Technical Account Manager
Yottaa
07.2016 - Current
Customer Support Manager
Fuze
08.2015 - 07.2016
Technical Support Manager
LogMeIn
07.2011 - 08.2015
IT Technician
Necom Solutions
02.2011 - 07.2011
Associate in Science (A.S.) - Computer Networking
ITT Technical Institute
Bachelor of Arts (B.A.) - Criminal Justice
University of Massachusetts
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