Vincent Manlapaz

VINCENT S. MANLAPAZ 195 M. Concepcion St. Barangay Buting, Pasig City Cellphone: - |-10+ years of experience in sales, business development, customer success, project management, account management, creative writing, and managing sales and support teams. Specialties: Project Management | Account Management | Customer Sucess Management | SaaS Sales | Business Development | Creative Writing | Content Marketing | Engage C-suite through Thought Leadership Interview | Company: Strikedeck, a Medallia company Position: Business Development | Thought Leadership Writer December 2018 - February 2022 ● ● ● ● ● Provide client consultations and presentations about the Strikedeck solution Delivering product demonstrations to prospective clients Own overall relationship with assigned clients, which includes the initial contact, qualification, discovery call, product demo, and technical discussions Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients achieve goals Work with the marketing team to drill customer references and develop case studies ★ Achievements. ○ Wrote three books and leveraged them as a foot-in-the-door strategy to book and schedule more meetings. This initiative also resulted in organic traffic to our website and increased download of our CS collaterals. ○ Interviewed Chief Customer Officer (CCO), VP of Customer Success, Head of Customers Success, and industry experts sharing their leadership perspectives and best practices. Written interviews published on the company blog: https://strikedeck.com/author/vincentm Company: Ziff Davis Position: Strategic Account and Business Development Manager Tenure: February 2017 – November 2018 ● ● ● ● Responsible for acquiring new clients/logos. Owned the entire sales cycle from initial contact, qualification, product demo, technical discussions, negotiations, and closing the deals Provide client consultations and presentations about the Ziff Davis end to end solution Managing both the existing sales pipeline and developing new business opportunities Develop and implement overarching outbound sales and business development strategy, sales processes, structure, and best practices within the team ● Work collaboratively with delivery teams (customer success, product owners, engineering) and subject matter experts to evaluate client needs and growth plans. ★ Achievements ● Gold Awardee (2017) ● Pilots C-suite engagement services and offers them as a service to B2B companies that have the requirements to book meetings with their C-level executive targets. This initiative has resulted in 300x website traffic and increased brand awareness. Company: Comodo Philippines Position: Manager (Sales and Support) December 2014 – Jan 2017 (Sales) ● Responsible for account planning, expansion, coaching, training, supervising, and onboarding new sales agents ● Analyze and provide feedback on how to improve agent and team performances ● Work side by side with the Operations Managers to create, execute and monitor the performance of sales campaigns ● Responsible for the day-to-day operation, checking of attendance, and reinforcing PIP (Performance Improvement Plan) guidelines (Support) ● Serve as liaison for the escalation process in resolving customer issues within the agreed SLA. ● As liaisons between teams and stakeholders, coordinate project status or ticket updates ● Track each ticket and work with support teams to ensure pending tickets are prioritized and addressed promptly ★ Achievements: Met the sales goals for two consecutive years. From humble 10 employees, I have grown it to 30 FTEs. Company: Stream Global Services Position: Level 3 Technical Support | Product Support & Implementation August 2011 – November 2014 ● ● ● ● Review current and existing processes on how to support customers to accelerate their value using the cloud version of the software Document all training, project completion, and success milestones, so everyone knows the responsibilities and tasks they must complete Understand customer technical environment, use case, and challenges before we move or upgrade their (legacy) platform to the cloud Facilitate project initiation, assign project tasks and their dependencies, and liaise with senior or project team leadership, support, or other stakeholders involved to ensure alignment and successful completion of the project/escalated issues Company: SITEL Philippines Position: Customer Success Specialist June 2009 – July 2011 ● ● ● Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction Establish a trusted and strategic advisor relationship to help drive the continued value of our products and services (around HubSpot technical implementation) Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings Training and Certification ● ● ● ● ● ● ● ● ● ● ● ● ● Certified Customer Success Manager (CCSM) Level 1 by SuccessCOACHING Essential Management Skills by International Business Management Institute (IBMI) Guided Client Onboarding by HubSpot Marketing Hub Implementation by HubSpot Objectives-Based Onboarding by HubSpot Inbound Certification by HubSpot HubSpot CMS For Marketers by HubSpot Content Marketing: ROI by LinkedIn Writing with Impact by LinkedIn Writing Ad Copy by LinkedIn Asking Great Sales Questions by LinkedIn Editing Mastery: How To Edit Writing To Perfection by Udemy Advanced Supervisory Skills Training by BusinessCoach Education Southern Luzon Technological College Foundation Inc. ● Computer Programming (2003 – 2005) ● Computer Science (2005 - 2009) ● A short course in: ● Marketing ● Sales ● Creative Writing ● Project Management (Waterfall, Agile) ● Scrum Fundamentals ● Leadership and Management Perspectives