Cory Malinowski

Associate Partner

New York, New York, United States16 yrs experience

Highly StableAI Enabled

Key Highlights

Led successful large-scale implementations.
Achieved a 92% customer satisfaction score.
Fluent in English and Spanish, enhancing client relations.

Stackforce AI infers this person is a SaaS Customer Success Leader with a strong focus on implementation and client management.

Contact

Skills

Core Skills

Customer SuccessImplementation ManagementTeam ManagementClient ManagementAccount ManagementCustomer Support

Other Skills

AI WorkflowsAPI IntegrationAccountingAnalysisAnalyticsBloomberg TerminalClient ServiceCultural AnalysisData AnalysisData AnalyticsDerivativesEagle StarFinanceFinancial AnalysisLotus Notes

About

Trusted advisor and strategic team leader with business-level fluency and ability to lead customers through change and change management. Cory is an experienced, team-oriented, customer support expert with proven results leading successful, large-scale implementations. Focusing on stellar customer management and the customer experience, he is adept at creating escalation pathways internally and externally. A cultivator of connections with stakeholders and customers, Cory generates revenue and drives organizational velocity. Additionally, he is fluent in English and Spanish.

Experience

Nearmap

2 roles

Director of Implementation & Support

Dec 2023 – Jul 2025 · 1 yr 7 mos · New York, New York, United States

Began this role at Betterview and was incorporated into the acquisition in December, 2023. Pivotal in guiding support and implementation teams, building the onboarding processes for existing customers. Implemented custom AI workflows for customers via API so that they can successfully automate underwriting processes, advocating for customer growth while integrating new users. Role was made redundant as the Betterview software merged into Nearmap.
Lead, motivate and develop high performing support and implementation teams, working with new and existing customers.
Lead the planning, coordination and execution of product or service implementations for new enterprise customers, managing
project timelines, resources and deliverables to ensure successful deployment.
Shortened Implementation timeline to 3 weeks on average.
Continuously evaluated and improved implementation and support processes to enhance efficiency, reduced deployment
times and improve customer satisfaction.
Built and maintained strong relationships with customers.
Defined, forecasted and tracked KPIs related to implementation and support activities; employ data analytics to identify
trends. Maintain a 92% CSAT score.
Collaborated with other departments to ensure a seamless customer experience.
Strategized, oversaw and refined the mechanisms of the support function, aligning them with overall business goals and
objectives.
Constructed processes for both teams in Salesforce, Monday.com, Gainsight and Intercom, driving Betterview towards
profitability.
Designed scalable processes, strategizing and refining the mechanisms of the support function.
Implemented new customers to the API, enabling successful adoption and effective use of company offerings.

Team PerformancePost-SalesCustomer SupportCustomer SuccessImplementation Management

Director, Implementation & Support

Jun 2022 – Dec 2023 · 1 yr 6 mos · New York, New York, United States

Team PerformancePost-SalesCustomer SupportCustomer SuccessImplementation Management

Ocrolus

2 roles

Director of Customer Success

Promoted

May 2020 – Jun 2022 · 2 yrs 1 mo · New York City Metropolitan Area

Initially hired to focus on product and customer representation; transitioned the product and received a promotion to Director. Grew and led a team of eight globally, managing teams in India and the US.
Coached Customer Success Associates through customer onboarding, client management and support tickets.
Implemented the API while maintaining C-level customer relationships through the renewal process.
Built out support tickets and implementation systems in Zen Desk, Salesforce and Hubspot; created internal health score reporting.
Designed and maintained new customer onboarding and training practices, including utilizing AI workflows with Oculus software.

Team PerformancePost-SalesCustomer SupportCustomer SuccessTeam Management

Customer Success Manager

Oct 2018 – Apr 2020 · 1 yr 6 mos · New York City Metropolitan Area

Team PerformancePost-SalesCustomer SupportCustomer SuccessClient Management

Informa

2 roles

Senior Customer Success Executive

Promoted

Apr 2017 – Oct 2018 · 1 yr 6 mos · Greater New York City Area

Manage key account relationships for clients in North and South America aiding with technical training and site support
Collaborate with business teams using Six Sigma strategy to help aid in the continuous improvement of business processes
Analyze client usage statistics to construct and implement projects that would increase product usage with specific clients
Collaborate with product management teams to implement new sites for our products with clients
Identify growth opportunity in existing account to drive expanded renewals
Collaborate with product management teams to implement new sites for our products with clients
Utilize Spanish to assist with Latin American account management

SAP Electronic Data Interchange (EDI)Post-SalesCustomer SupportCustomer SuccessAccount Management

Bilingual Client Services Executive

Aug 2015 – Apr 2017 · 1 yr 8 mos · Greater New York City Area

Client Service Executive for Agra products at Informa using Spanish and English language skills to communicate and manage relationships with Latin and North American Key Accounts and Clients.

SAP Electronic Data Interchange (EDI)Post-SalesCustomer SupportCustomer SuccessClient Management

Brown brothers harriman

Client Account Manager, Consultant

Mar 2015 – Aug 2015 · 5 mos · Greater Boston Area

Managed and improved the relationship of clients using the company’s fund administration services
Collaborated with different teams in the business to investigate valuations and research financial statements of funds.
Investigated financial statements and reports from various sources in order to solve breaks and improves business process

Post-SalesCustomer SupportCustomer SuccessClient Management

State street

AIS Fund Administrator Associate

Aug 2014 – Mar 2015 · 7 mos · Greater Boston Area

Managed the reporting of multi-billion dollar private equity funds for a specific client of the company
Analyzed financial statements of different businesses to adequately value different investments
Collaborated with team on improvements to different reporting systems used in order to minimize risk for the company
Prepared monthly reports and deliverables for the client that are used for audit and legal purposes

Post-SalesCustomer SupportCustomer SuccessClient Management

Fon

Corporate Finance Co-op

Mar 2013 – Aug 2013 · 5 mos · Madrid Area, Spain

Managed the report of sales of passes and products by adding and verifying correct payments with bank statements
Prepared for the annual audit that included the collection and analysis of data and the creation of reports to present to the auditors about the previous years financials
Reported incomes from payment sources and analyzed the monthly data for reporting
Constructed reports used to quantify differences and verify revenues from venders or partners to confirm and communicate the results to the accountants

Customer Support

Mfs investment management

Advisory Resource Group Co-op

Jul 2011 – Jan 2012 · 6 mos · Boston, MA

Part of the Client Service Team and The Investment Analytics Team
Processed the approvals for the Global Distribution Events Calendar
Edited and assembled product and fund documentation
Participated in Client Service Team and Investment Analytic Team meetings
Coordinated conference calls, meetings, and follow-up actions with clients and internal teams
Assisted Relationship Managers and Product Managers with various projects relating to funds and documents
Registered deadlines and contacts with various software such as SalesLogix, Quickbase, and DIVA
Gathered and analyzed data on funds for other information

Jumpstart

Team Leader, Family Coordinator, Corps Member, Office Associate

Sep 2009 – Jul 2012 · 2 yrs 10 mos · Boston, MA

Americorps program to prepare pre-school children to succeed in Kindergarten through a 300-hour service commitment (each academic year) using three main Domains: Books and Print Knowledge, Phonological Awareness, and Oral Language (more than 1000 hours total in three years)
Guided the team through session and classroom activities such as circle time
Managed preparation meetings weekly
Communicated with families of the children when they are picked up including translations for Hispanic families

Ymca

Assistant Head Teacher, Teacher Aid

Oct 2007 – Aug 2010 · 2 yrs 10 mos · Milford, CT

Woodruff Family YMCA
Promoted to Assistant Head Teacher
Contributed to management of an after-school site during the school year and lead a group of 30 children at camp
Communicated through customer service with parents over complications with children
Demonstrated close attention to detail when filing incident and accident reports