Panayiota Breanna Goins

About

Results-driven Customer Success & Project Management Professional with expertise in SaaS solutions, customer retention, onboarding, and operational process improvement. Experienced in managing inbound leads, conducting product demos, and assisting in proposal development. Proven track record of driving adoption, negotiating renewals, and collaborating with sales teams to maximize revenue opportunities. Specializes in managing customer relationships, optimizing workflows, and driving business impact through data-driven strategies and cross-functional collaboration. Background in customer success, recruitment operations, and business strategy, guiding clients through onboarding, adoption, and renewal cycles while identifying opportunities for expansion and efficiency improvements. Thrives in fast-paced, high-growth environments, building processes, improving customer experiences, and aligning teams to achieve success. Skills include Client Success Strategies, Customer Onboarding & Retention, SaaS Customer Management, and CRM & Sales Pipeline Management.

Experience

• Client Success Specialist/Customer Success Manager · Claro Analytics04-01-2023

  Own a portfolio of 20-25 global clients, serving as the primary point of contact and driving customer success strategies. Streamlined client success operations by developing HubSpot dashboards and optimizing Jira workflows, enhancing efficiency and satisfaction. Design and implement client onboarding procedures, serving as a subject matter expert in the platform implementations and creating & delivering comprehensive training series for end users, admins and stakeholders globally. Act as the primary point of contact for clients, proactively engaging in frequent communication to relay updates on new releases, enhancements, and temporary pauses in service. Facilitate productive communication channels, including conducting monthly check-in recurring meetings with stakeholders and managers to ensure alignment with client goals and address any emerging needs or concerns. Collaborate closely on clients' projects to drive success and satisfaction. Lead mid-market SaaS subscription renewals, negotiating contracts to maximize retention and minimize churn. Develop renewal strategies, proactively engage with clients to assess satisfaction, and collaborate with Sales and Success teams to identify upsell/cross-sell opportunities. Manage MSA/SOWs, draft renewal agreements, and liaise with legal and finance. Oversee Jira tickets, collaborating closely with a DevOps engineer to track, escalate, and communicate technical issues to both the product team and customers. Monitor customer health metrics and analyze support cases to proactively identify churn risks. Implement retention strategies that improve renewal rates, deliver ongoing training to increase product adoption, and advocate for customer needs with internal teams. Assist in the sales process by managing inbound leads, conducting product demos tailored to customer needs, and maint

• Recruitment Consultant · Wilson12-01-2021 – 04-01-2023

  Supported recruitment efforts for major RPO accounts, leveraging labor market insights to deliver tailored talent solutions. Conducted interviews, facilitated hiring processes, and fostered strong client relationships. Fostered strong relationships with hiring managers, providing data-driven recommendations and strategic talent insights. Delivered training and mentorship to new recruiters. Exceeded monthly recruitment goals through proactive sourcing and relationship-building across diverse talent pipelines. Built and maintained robust candidate pipelines using diverse sourcing methods, ensuring alignment with client needs across industries. Achieved consistent success in exceeding monthly goals and key metrics, fueled by a dedication to ongoing professional growth, culminating in a promotion to Recruitment Consultant just 7 months after joining the company.

• Aerospace Recruiter · C2 Global Professional Services, LLC2020-10-01 – 2021-06-01

  CareerSource Brevard is a regional public/private partnership and part of a statewide network of 24 regions, known as CareerSource Florida. Connecting Brevard's employers with skilled talent, and career seekers with employment and opportunity.

• Marketing and Communications · Enhanced Property Investments03-01-2019 – 09-01-2020

  Managed digital campaigns, including social media content creation and website management. Designed and executed direct mail and email marketing strategies with measurable impact. Branding advancement with logos, business cards, testimonials, business partnerships and giveaways.

Education

• University of Central FloridaBachelor of Science - BS, Communication & Conflict

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