Victor Perez

About

Customer Success / product-facing account owner in a property management/rent payments platform, managing enterprise onboarding, adoption, and subscription conversion. Strong track record using CSAT/NPS and direct customer feedback to influence roadmap (e.g., shipping UX fixes within a sprint and reducing closed accounts ~10%), plus experience implementing AI chatbot/agentic workflows to improve support and drive upsell into partner services like mortgages and insurance.

Experience

Education

Key Strengths

• Owned enterprise account onboarding through adoption and subscription conversion (25-property manual onboarding)
• Maintained strong customer satisfaction metrics (CSAT ~80% for subscription users; NPS mid-70s)
• Rapidly closed the loop between customer feedback and Product/Design to mitigate negative UX impact (layout improvements within 2 sprints)
• Translates customer issues into actionable requirements/PRDs that move roadmap priorities
• Drove measurable product outcomes from UX changes (reduced closed accounts ~10%, fewer support inquiries, increased on-time rent payments and revenue)
• Built AI/chatbot agentic workflows and audited conversations to improve routing and support effectiveness
• Identified and executed upsell/expansion via targeted in-product/chat messaging tied to customer attributes and third-party services

Reference Highlights

• Highly effective owning end-to-end post-sales outcomes
• Handled large scale workload (one of two supporting thousands of investors)
• Great people interaction skills
• Strong empathy
• Amazing sense of humor
• Very organized
• Strong stakeholder management
• Effective cross-functional leader for issue resolution
• Builds strong relationships with customers and internal stakeholders
• Clear communicator of customer issues
• Credibility with internal stakeholders
• Strong at translating customer feedback into product insights
• Close partnership with Sales
• High agency in ambiguous situations
• Effective at building relationships with customers and teammates
• Honest, trustworthy, knowledgeable presence
• Owned and scaled Help Center to 100+ long-form articles
• Strong cross-functional collaborator; super-available for feedback sessions
• Even-keel demeanor and consistently pleasant to work with
• Provides near-instant customer feedback to internal teams
• Keeps customers looped in on progress and releases
• Tenacious advocate for customers when issues are critical
• Successfully pressured Product/Eng to interrupt sprint for urgent cash flow reporting issues
• Collaborative, calm, organized operational style
• Works hard to earn and maintain respect of colleagues
• Extremely effective owning end-to-end post-sales outcomes
• Prompt responsiveness to customer inquiries
• Persistent follow-through until issues are resolved
• Handled the most demanding customers better than anyone on the team
• Adapted quickly to working with clients
• Provided critical bandwidth during rapid customer base growth
• Excellent enterprise stakeholder management (rated 10/10)
• Regularly engaged with executive team to represent investor feedback
• Able to explain complex financing/investment structures in detail
• Extremely gifted communicator
• Builds relationships quickly
• Acts swiftly to route feedback to the right internal teams
• Drove a product improvement (investment-process status bar on dashboard)
• Helped drive expansion by engaging and qualifying a growing investor base
• Strong at reporting and building plans/processes
• Strong understanding of landlord and property manager customer segment
• Holistic view of the customer lifecycle
• Proactive about driving deeper usage and retention
• Translates customer feedback and usage patterns into product and CX improvements
• Improved ticket closure speed by reorganizing inbox workflow
• Uses KPIs and measures performance weekly
• Data-driven approach; lets numbers drive decisions
• Effectively navigates competing stakeholder visions
• Drove vendor changes that improved bank connectivity rates
• Identifies key metrics that matter to each function
• Adds compelling data others may overlook
• Initiated scheduled customer calls to gather actionable feedback
• Successfully implemented complex customer segmentation for expansion targeting
• Good operational grasp; monitors team health/temperature
• Kept team motivated and on task under capacity limitations
• Achieved 100% team retention
• Advocates effectively for team and company when reporting up
• Resilient and pragmatic in budget-constrained periods