Las Piñas, National Capital Region, Philippines
I build the systems that make customer success teams work: the reporting layers, the technical review processes, the tooling, and the cross-functional programs that turn a young CS function into a running machine. Currently at Specright, the leader in Specification Data Management, where I support the Customer Success team across technical solution review, analytics and reporting, voice-of-customer programs, and cross-platform migration initiatives. Before that: Associate Product Manager at Yext, where I owned the Social Integrations roadmap and led cross-functional feature launches; nd before that, four years at Hearsay Systems building support tooling, automating workflows, and administering the platforms a support org runs on, including an end-to-end phone system migration. Over 15 years at Cisco, from technical pre-sales to product management, the pattern is the same: when you hand me an ambiguous, cross-functional problem, I return a scoped, shipped, documented system. Python, SQL, REST APIs, and a spreadsheet are usually involved. BS Computer Science; MBA in progress. Based in Metro Manila, working remotely with US SaaS teams since 2017.
Cross-functional utility player for a newly built Customer Success team at the leader in Specification Data Management. • Own special projects end-to-end — including a platform migration program (Conga Grid → SpecGrid) assessing 20+ enterprise customers against release criteria and roadmap dependencies on a fixed deadline • Build and own the CS reporting layer — dashboards, health metrics, QBR/EBR data packs — and partner with Engineering on QuickSight feature-adoption instrumentation for the Customer Success Engineer motion • Coordinate the CS technical queue: triage, assignment, and pre-delivery review of integration and escalation work, with root-cause analysis on major issues • Author CS playbooks and process documentation; evaluate and implement team tooling; draft a customer-facing API-request process and SLA framework • Run NPS/CSAT trend analysis across Support, Professional Services, and CS; coach CS engineers and provide day-to-day direction to the team intern
• Owned the Social Integrations roadmap and led cross-functional teams of engineers, sales, and support to launch high-impact features sourced from enterprise customer requests; held final feature-approval authority • Authored PRDs and prioritized the roadmap by balancing engineering feasibility, customer value, and technical constraints • Served as primary domain expert for third-party social integrations, producing documentation that streamlined deployment, sales positioning, and tier-3 support
• Acted as interim PM for the Social Integrations team through a 7-month leadership vacancy — the central point of authority for feature requests and architectural inquiries • Architected an internal database tracking 1,000+ integration data points across Facebook, Instagram, LinkedIn, and X/Twitter • Validated platform API behavior using Python and Postman
• Acted as interim PM for the Social Integrations team through a 7-month leadership vacancy — the central point of authority for feature requests and architectural inquiries • Architected an internal database tracking 1,000+ integration data points across Facebook, Instagram, LinkedIn, and X/Twitter • Validated platform API behavior using Python and Postman
• Built and deployed a custom Zendesk application on the Hearsay API, reducing complex lookups from minutes to under two seconds • Led migration of ~100 enterprise phone lines from Talkdesk to Zendesk Talk via Twilio, including multi-level IVR design — a full platform migration delivered end to end • Engineered automated ticket routing (RoundRobin), eliminating hundreds of hours of manual triage weekly • Built multi-variable reporting and dashboards in Zendesk Explore; created and curated a 500+ article knowledge base
• Wrote Python scripts for bulk record modifications (hours → minutes) and built a Chrome extension cutting record lookups to under 60 seconds • Provided tier-2 diagnostics across Intercom, Zendesk, Talkdesk, and developer APIs, bridging Support and Product
• Ensures network security and connectivity. • Provides support, configures, maintains and upgrades network systems. • Defines network policies and procedures (fair use policies, firewalls, etc.). • Specifies system requirements and design solutions. • Provides onsite and online network troubleshooting assistance.
- In charge of customer happiness and delivers amazing service thru email. - Guides and educates the customer through various self-help options and articles. - Performs logical troubleshooting. - Assists customers in integrating the review app to their Shopify store directly thru the Liquid theme code or thru page builders apps such as PageFly, Shogun, GemPages, etc.