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JocelynLagunzad
@jocelynlagunzad
SaaS Onboarding, Customer Success and CRM Implementation
Philippines
Anglais, Tagalog
À propos de moi
I help SaaS teams onboard, support, and retain customers with clear communication and practical technical guidance.
I have 8+ years of customer-facing experience, including 3 years at HYROS, where I guided hundreds of B2B and B2C customers from kickoff to go-live.
I can help with SaaS onboarding, CRM setup, integrations, product demos, customer training, troubleshooting, and ongoing Customer Success.
If you need someone who can learn your product, support your users, and take ownership of the customer experience, I'd be happy to help.
Compétences
JocelynLagunzad
hors ligne •
Voir mes services
Gestion de la relation client
I will handle saas customer onboarding and CRM implementation
Portfolio
Expérience professionnelle
Customer Onboarding Specialist
Hyros • Temps plein
May 2023 - Apr 2026 • 2 yrs 11 mos
Guided hundreds of B2B and B2C customers from kickoff through setup, testing, go-live, and ongoing support. Helped customers configure CRM integrations, lead tracking, funnels, ad platforms, payment processors, calendars, webinars, autoresponders, and other tools needed for accurate tracking and follow-up. A big part of my role was making technical setups easier to understand for non-technical customers. I also handled troubleshooting, customer training, QBRs, and post-onboarding check-ins. Selected to support HYROS AIR during its beta launch and consistently earned performance bonuses.
Customer Success Manager
TWIPLA • Temps plein
Jul 2021 - May 2023 • 1 yr 10 mos
Supported SaaS customers through email, live chat, and phone, helping them understand product features, resolve setup issues, and work through technical questions. Diagnosed software problems, documented recurring bugs, and escalated more complex cases to Product and Development with clear technical context. Also supported Customer Success through proactive follow-ups, customer feedback, issue ownership, and retention-focused communication. Shared recurring customer insights with internal teams to help improve the product experience and overall support process.
Customer Success Manager
Facebook • Temps plein
Dec 2019 - Oct 2021 • 1 yr 10 mos
Managed customer relationships across email, chat, and phone, helping with product questions, order concerns, complaints, replacements, and shipping updates. Focused on keeping customers informed, following through on issues, and making sure problems were fully resolved rather than simply answered. Supported customer retention through proactive follow-ups, personalized service, promotions, and customer feedback. When an issue required help from another team, I coordinated internally while remaining the main point of contact for the customer. Customer reviews highlighted fast replies, helpful communication, thoughtful support, and service that encouraged customers to return to the brand.
