Karina Serrano

Background

About Karina Serrano

Accomplished and multi-disciplinary Customer Success and Account Management leader with a notable track record of delivering long-term success to fast-paced Tech & Enterprise companies. Experienced in the development, onboarding, and growth of new accounts. Excellent capability to independently manage a large portfolio of clients/partners through all stages of the customer lifecycle. Experienced in developing Customer Success playbooks and roadmaps and implementing effective data-driven strategies focused on driving high-impact results, including but not limited to, revenue growth, upsells, renewals, and customer lifetime value. Visionary thought leader with an innate passion for service. Devoted and empathetic leader skilled in developing high-performing teams and collaborating cross-functionally to implement processes that ensure productivity, operational efficiency, and service quality. A results-driven professional with experience in fast-paced business environments, well-versed in conflict resolution, and with a passion for leading teams to success through ongoing support and direction. Responsible for recruitment, training, goal-setting, performance management, and team mentoring. Core career accomplishments: ⇨Within first two months of employment, developed a Customer Success playbook and roadmap that led to the successful onboarding of six Enterprise accounts. ⇨Developed and successfully managed a robust portfolio of over 350 global accounts, generating eight figures in annual sales. ⇨Instituted customer success methodologies resulting in revenue growth of 65% within assigned territory. ⇨Added more than 30 corporate accounts and increased revenue by 42%, within one year, by building strong partner relationships and helping clients optimize tools and solutions. ⇨Used data analytics to implement business strategies which helped secure a major, high-value account, resulting in an 80% increase in revenue growth. ⇨Hired and led a team of MA’s which helped grow business for a startup division by more than 600%, generating eight figures in annual sales. ⇨Delivered 450% business growth results in one year through targeted business development initiatives. ⇨Grew revenue from $200K to $6M in first year earning Market Manager of the Year from major account, and increased revenue more than 65% YOY for three consecutive years. As my career continues to evolve, I remain steadfast in my belief that collaboration is the key to business success. My understanding of various aspects of the business has helped me become a leader in my field of work.