Customer Experience Specialist Anna Martino

I provide high-quality customer success management, account communication, and relationship support to help businesses improve customer satisfaction, reduce churn, and build long-term client relationships. With 3+ years of experience across SaaS, legal tech, enterprise IT, and data protection industries, I specialize in owning the full customer journey from onboarding through renewal, using proactive communication and data-driven insight to keep customers engaged and growing.

Email & Client Communication Management Manage client communications and inboxes efficiently, ensuring timely, professional responses to inquiries, escalations, and account concerns. Work with Outlook, Gmail, Google Suite, and Microsoft 365 to maintain clear, organized communication across every account.

Phone Support & Customer Engagement Handle inbound client calls, resolving submitted tickets, missing information, and account issues directly with customers. Comfortable troubleshooting in real time and de-escalating frustrated clients into satisfied, retained accounts.

Live Chat Support Comfortable with live chat and support platforms including Zendesk and Intercom, with hands-on familiarity from direct platform walkthroughs.

Client Success & Onboarding Guide new clients through a structured onboarding process, ensuring a seamless, positive experience from day one. Provide one-on-one training sessions and platform walkthroughs, develop retention strategies to keep clients engaged, and act as a trusted advisor who proactively identifies needs and offers tailored solutions.

SOP Creation & Team Training Develop Standard Operating Procedures to establish clear, efficient workflows. Built a full onboarding resource library at 8am, including best practices guides, a Salesforce reference guide, and industry-specific training materials. Trained fellow onboarding managers, account executives, and channel partners on platform workflows and solution positioning.

Customer Experience & Performance Optimization Use account health data and recurring QBR insights to identify root causes behind churn risk and satisfaction gaps, rather than just addressing symptoms. Track retention and satisfaction metrics to spot patterns early, and help shape account strategies that keep clients engaged long-term.

Industry Expertise & Technical Proficiency Specialized experience in SaaS, legal tech, enterprise IT, data protection and cyber resiliency, SLED and public safety, healthcare, financial services, retail/manufacturing, and telecommunications. Proficient in Salesforce, Shopify, Stripe, Microsoft 365, Google Suite, Monday.com, Calendly, Outreach, Zoom, Slack, and Notion. Comfortable with Zendesk and Intercom.