TOP | Eric Macias Resume

Eric Macias

Eric Macias

Fostering long-lasting client relationships by delivering results-driven work.

Strategic Customer Success leader with 6+ years of experience in driving customer satisfaction, retention, and growth in SaaS and technology environments. Proven track record of optimizing customer experience operations, implementing scalable processes, and leveraging data-driven insights to achieve business objectives. Skilled in building and mentoring high-performing teams, managing enterprise customer implementations, and fostering long-term client relationships. Adept at cross-functional collaboration and driving product adoption in dynamic, fast-paced environments.

I believe in the power of empathy, kindness, and patience. While I am the protagonist of my own story, I recognize that every individual is navigating their unique journey. This perspective allows me to approach interactions with understanding and respect, fostering positive relationships in both personal and professional spheres.

Values

"To stand emotionally open before the world & give of our hearts without fear of hurt or demand of reciprocity – this is the ultimate act of human courage."
Brendon Burchard

Compassion

Integrity

Honesty and truthfulness are my guiding principles, especially in self-reflection. I strive for authenticity in all aspects of life, as it forms the foundation of my personal and professional integrity. This commitment empowers me to take pride in my work, nurture genuine relationships, and continually evolve as an individual and a professional.

Adventure

I approach life with curiosity and enthusiasm, always seeking to explore new horizons. While acknowledging that not every experience may be enjoyable, I maintain a positive attitude and strive to find growth opportunities in every situation. This mindset enables me to adapt to changing environments, embrace challenges, and bring fresh perspectives to my personal and professional endeavors.

EXPERIENCE

2023-Present

Technology Operations Manager

Tape Guys - Phoenix, AZ

Lead customer success initiatives and technology operations for a growing e-commerce company, focusing on enhancing customer experience and driving business growth.

Spearheaded website redesign project, resulting in a 39% increase in visits and 19% growth in sales
Implemented process improvements that reduced abandoned carts by 26% and inbound support calls by 12%
Analyze performance metrics to drive system enhancements and improve customer satisfaction
Research and integrate emerging technologies to maintain competitive edge in e-commerce landscape

2021-2022

Operations and Account Manager

Factor 1 Studios - Tempe, AZ

Led customer success strategies and web operations optimization for diverse clients, including enterprise-level accounts with global operations.

Developed and executed comprehensive web-ops strategies, resulting in increased customer leads, improved marketing effectiveness, and enhanced SEO performance
Implemented automation solutions using various platforms (Zapier, ActiveCampaign, HubSpot), significantly improving operational efficiency for clients
Collaborated with cross-functional teams to deliver award-winning websites that aligned with client business objectives
Hired and trained new team members, fostering a culture of excellence and continuous improvement
Demonstrated expertise in a wide range of technologies including WordPress, MailChimp, PipeDrive, Teachable, Kajabi, Asana, and Basecamp
Built strong relationships with key stakeholders in enterprise accounts, ensuring high levels of satisfaction and retention

Personal Take

2018-2021

Project Manager

Factor 1 Studios - Tempe, AZ

Managed end-to-end website design and development projects, ensuring high-quality deliverables and exceptional customer experiences.

Served as the primary liaison between clients and internal design/development teams, facilitating clear communication and project success
Led the transition to a web-ops service model, expanding the company's value proposition and deepening client relationships
Conducted in-depth analyses of client businesses to identify and implement web solutions that drove customer engagement and business growth
Implemented new project management software, improving project transparency and client communication
Collaborated with design and development teams to create award-winning websites that met and exceeded client expectations

2018-2019

Event Coordinator

ASU Gammage - Tempe, AZ

Worked with various ASU departments to plan and execute several events around ASU’s Tempe campus - the biggest event being ASU’s Homecoming:

Over 10,000 attendees
Worked with state and local officials to ensure safety standards were met
Year long planning process
Certified as a Trained Crowd Manager

Personal Take

2018

Front Desk Agent

Tempe Mission Palms Hotel - Tempe, AZ

Responsible for the guest registration process and communication of hotel services and promotions. High focus on creating a personal and memorable guest experience.

2017

Marketing Analyst

2016

Front Receptionist

Veras Retail - Phoenix, AZ

Wrote, edited and coordinated multiple digital press releases. Wrote and edited printed marketing materials. Managed social media accounts. General software UX testing and logging

Successfully planned, organized, and executed first company Users Conference.

The Yak Hostel - Playa del Carmen, Mexico

Welcomed guests upon arrival. Managed accounting for both reception and bar cash registers. Coordinated with maintenance and cleaning staff. Managed reservations and room allocations. Assisted with online marketing efforts. Served as point of contact for email, facebook, and phone.

Suggested and implemented team wide policies to help guests feel at home.
Hostelworld.com ranking increased from 9.3 to 9.6 (out of 10) in 3 months.
Created incentive structure for staff performance.
Designed and promoted merchandise for the hostel.

2012-2013

Outreach Event Coordinator

Arizona State University - Tempe, AZ

Represented ASU in events of over 10,000 attendees. Gave over 60 informational presentations to diverse audiences. Presented to audiences of over 300 participants in both English and Spanish. Help organize and coordinate events, serve as point of contact and follow up with people asking for information

Personal Take