Skip to content
Jim's Portfolio
Jim’s Customer Success Portfolio
More
Share
Explore
Jim’s Customer Success Portfolio

icon picker
Online Resume

Jim Gonzales

📇 Contact

jim.mart.gonz@gmail.com
⁠
https://www.linkedin.com/in/jmgkib/
⁠
⁠
⁠

👂🏽 Summary

Customer Success Manager with 4+ years of customer-facing experience building relationships, exceeding quota expectations, and winning championships as a team.
⁠

💻 Work experience

Evisort | Customer Success Manager

San Mateo (Remote) (February 2021 - February 2022)
The leading provider of contract management and AI technology for legal, procurement, sales, finance, and IT teams. Evisort is a 200+ person Series C company backed by General Atlantic, Vertex Ventures, M12 (Microsoft’s venture fund), Amity Ventures, Village Global, and Serra Ventures.
Attained 98% customer logo retention by providing value and showcasing ROI backed with data/analytics.
Worked cross-functionally and improved customer sentiment by gathering customer feedback and communicating to Product and Engineering to help troubleshoot bugs and create new features.
Became an expert in legal tech to provide a consultative approach for clients.
Increased ACV by an average of 55% of all clients by conducting strategic EBRs for upsell opportunities. Most QBR/EBRs in the team.

SoftBank Robotics | Customer Success Manager

San Francisco (Remote) (March 2020 - December 2020)
SoftBank Robotics is driving technology forward by becoming a worldwide leader in robotics solutions. There are currently over 35,000 SoftBank Robotics robots used in more than 70 countries worldwide and offer innovative applications relevant in the fields of retail, tourism, healthcare, finance, education, facilities management, and cleaning.
Achieved customer logo retention of 93% by giving ongoing support and discussing strategy with clients.
Boosted the fastest growth account by 200% (revenue) in less than 3 months by presenting data and analytics to clients.
Taught non-technical clients how to leverage advanced robotics and data to empower their day-to-day.
Actively listen to clients in order to provide product feedback to the engineering and product team.

Cloudflare | Business Development & Partnerships

San Francisco (April 2018 - March 2020)
Cloudflare is a global network designed to make everything on the Internet secure, private, fast, and reliable. Cloudflare's network moves around 15% of all internet traffic using data centers in 275+ cities and over 100 countries globally to deliver web performance and security.
Hit on average 175% quota (#1 globally for two quarters) - Recognized with 2018 Sales Award.
Created the BDR Jump Starter program which equipped new employees with technical and sales knowledge to communicate with prospects and customers smoothly.
Promoted to Partnership team (after 1 year) to iterate our partner programs in preparation for going public.
Spearheaded the first Partnership Playbook that introduced 15+ employees into channel processes.
Orchestrated sales campaign outreach to boost partner engagement by 24% by extracting data on SFDC.

I Help Consumers | Founder

San Diego (June 2016 - June 2018)
A side hustle to empower everyday consumers. We write pleas and appeals to get customers’ money back.
Communicated with over 100+ businesses to resolve customer issues by writing on behalf of customers.
Achieved an 80% win rate with 100% customer satisfaction. People getting refunds and money
⁠

🌏 Education

University of California, San Diego, B.A. International Studies | Minor Entrepreneurship and Innovation
⁠

🛠 Skills

Communication (Project Manager)
Beginners Mindset (Always Curious)
Customer-First Mentality (Advocate)
Sales (Quota Crusher & Data Driven)
⁠

Want to print your doc?
This is not the way.
Try clicking the ⋯ next to your doc name or using a keyboard shortcut (
CtrlP
) instead.