San José, San Jose, Costa Rica
Bilingual professional (Spanish–English) with 6+ years of experience driving results through sales development, customer success, and B2B engagement. Skilled in building executive-level relationships, guiding adoption, and generating growth opportunities that deliver measurable outcomes. Certified in Salesforce CRM, with a strong background in training and continuous improvement (Lean, Six Sigma, Kaizen), optimizing processes to enhance efficiency, value realization, and customer satisfaction. Recognized for leading teams, resolving escalations, and fostering long-term partnerships that accelerate organizational growth. Open to opportunities in SaaS, B2B technology, and customer-facing leadership roles.
Maintain a 98% retention and renewal submission rate by proactively identifying account risks, creating save plans, and coordinating cross-functional support. Lead strategic account reviews with county stakeholders, translating client goals, product usage, and public sector priorities into actionable success plans. Analyze Salesforce reports, PowerBI dashboards, customer health scores, and engagement data to uncover adoption gaps, expansion potential, and service improvement opportunities. Serve as the main liaison between customers, Sales, Implementation, Support, and Leadership to resolve escalations and improve the overall client experience. Partner with Sales to identify qualified upsell and cross-sell opportunities, aligning SaaS solutions with agency objectives and long-term revenue expansion.
Managed 130+ B2B accounts, driving adoption, satisfaction, and retention. Expanded opportunities within accounts, generating qualified pipeline and +15% revenue QoQ. Delivered success sessions and training, boosting adoption and maximizing ROI.
Directed a team of 10+ associates, implementing coaching frameworks that doubled productivity within 12 months. • Designed performance improvement plans, reducing service errors by 30% and raising customer satisfaction scores. • Delivered performance reviews and training reports to senior leaders, influencing investment decisions in training and staffing. • Led cross-team process improvements, simplifying workflows and improving collaboration across departments. • Built real-time Salesforce dashboards, cutting reporting time by 66% and enabling leaders to act on insights faster.
Delivered onboarding and skill-building programs for 100+ new hires, reducing ramp-up time and increasing job readiness. • Facilitated workshops and one-on-one coaching, improving employee confidence and early-stage performance. • Partnered with managers to identify learning gaps, launching targeted training that cut resolution time by 20%. • Developed training resources and knowledge tools, improving access to best practices during live customer interactions.
Provided frontline support for complex cases, ranking consistently in the top 10% of performers for resolution speed and accuracy. • Managed high-level escalations, helping drive a 15% lift in customer satisfaction scores. • Shared best practices with peers and supervisors, shaping improvements in team training and documentation. • Recognized for mentoring colleagues and problem-solving skills, paving the way for promotion into a training role.