Sara Martinez

Onboarding Project Specialist / Project & Customer Success Lead - Cluster POS

(2024-01 - 2026-01)

Led 25-50 concurrent, end-to-end POS implementations across Canada, the US, and LATAM, coordinating discovery, requirements, integrations, configuration, training, go-live, stabilization, and handoff.
Achieved a 90% on-time implementation rate by establishing clear plans, ownership, milestones, risk controls, and customer communication cadences.
Managed relationships across a portfolio of 60+ active customers representing $500K+ in annual revenue, aligning adoption plans with each customer's operating priorities and business outcomes.
Improved implementation efficiency and reduced time-to-value by 30% through standardized documentation, repeatable workflows, clearer handoffs, and proactive milestone management.
Supported 80-95% customer retention by identifying adoption barriers and churn risks early, coordinating recovery plans, and maintaining transparent communication during high-impact issues.
Served as the primary point of contact for the Spanish-speaking market, translating operational and technical requirements and coordinating delivery across multilingual stakeholders.
Partnered with Sales, Product, Engineering, Operations, Support, and customers to resolve complex technical dependencies, payment issues, and escalations while protecting scope and launch timelines.
Delivered onboarding and technical training for administrators and frontline users; contributed customer insight and content to the development of the client LMS program.

Relationship Manager / Senior Onboarding Specialist - Sekure Payment Experts

(2019-01 - 2024-01)

Owned onboarding and ongoing relationships for 100+ US merchants across SMB, startup, and mid-market segments, guiding customers from application and underwriting through integration, activation, adoption, and account growth.
Maintained 95%+ customer retention by building trusted relationships, monitoring account health, resolving issues proactively, and connecting customers with solutions aligned to their business needs.
Coordinated payment-processing implementations and integrations across Sales, Underwriting, Compliance, Risk, Technical Support, and Operations, ensuring accurate documentation and timely customer activation.
Managed complex merchant risk, funding, and chargeback situations, including cases exceeding $100K, balancing customer advocacy with compliance requirements and business exposure.
Identified retention and expansion opportunities through consultative account reviews, product education, and recommendations connected to merchant growth goals.
Ranked as the organization's #1 installer for multiple consecutive months while managing a high-volume workload and consistently exceeding departmental KPIs.
Communicated clearly with business owners during urgent or sensitive escalations, establishing expectations, internal ownership, and reliable update cadences through resolution.

Inside Sales Representative - Mediaca

Developed foundational consultative selling, customer discovery, and relationship-management skills through high-volume prospect and customer conversations.
Qualified customer needs, presented appropriate solutions, maintained accurate pipeline records, and supported a consistent customer experience from initial contact through follow-up.

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