Andy Contreras

About

With a strong foundation in customer success and technical account management, I have cultivated a career focused on enhancing client relationships and optimizing the use of technology solutions. I graduated from the University of California, Merced, in 2017 and have since gained extensive experience in the tech industry. Currently, I serve as a Technical Account Manager at Stripe, where I manage client relationships and support the implementation of payment solutions. Previously, I held a similar role at Attentive and led operations in customer success at Kixie, where I improved retention rates by 20% and streamlined processes to enhance efficiency. My expertise lies in bridging the gap between technical teams and clients, ensuring seamless communication and successful project outcomes.

Experience

• Technical Account Manager · Stripe06-01-2022

  As a Technical Account Manager at Stripe, responsible for managing client relationships, providing technical support, and ensuring successful implementation and usage of Stripe's payment solutions.

• Technical Account Manager · Attentive05-01-2021 – 06-01-2022

  As a Technical Account Manager at Attentive, responsible for managing client relationships, providing technical support, and ensuring successful implementation and usage of Attentive's solutions.

• Head of Operations - Customer Success · Kixie12-01-2020 – 05-01-2021

  Improved retention rates by 20% through redesign of customer touch points and new feature rollouts for existing clients. Supervised and directed the hiring and management of customer experience team, with an emphasis on developing their project management and customer success fundamentals. Conducted online training sessions to new clients and led onboarding process to ensure success rate. Generated CSAT, NPS, CES and retention reports to influence renewal business and drive user adoption. Implemented systems and processes to improve efficiency and reduce project costs and durations. Liaised between departments including Sales, Business Development, Engineering, and Marketing to proactively improve the customer experience.

• Customer Success Manager · Kixie07-01-2019 – 12-01-2020

  Developed, built and nurtured long-term relationships with key management within the customer organizations. Provided critical technical link between customer and Engineering. Managed key accounts totaling 17% of Kixie's monthly revenue. Responsible for increasing product usage, account size and profitability in targeted renewal accounts. Managed the set-up of new accounts for paper sourcing. Researched emerging industry trends, new applications, concepts and techniques to update current training curriculum as appropriate. Actively updated account plans based on changing market, customer conditions, and competitive activity.

Education

• University of California, Merced

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