Metro Manila
With over 14 years of experience across digital adoption, customer success, implementation, and technical support, I help SaaS customers turn complex platforms into tools that genuinely drive outcomes. I currently work as an Associate Technical Account Manager, partnering with customers across the APAC region as a trusted technical advisor. My role sits at the intersection of technical depth, customer success, and account ownership—guiding teams from onboarding through long-term adoption, optimization, and value realization. My strength lies in bridging strategy and execution. I work closely with stakeholders to translate business goals into scalable workflows, proactively identify adoption risks, and ensure customers are set up not just to use a product, but to succeed with it. I’m especially energized by moments where clarity is needed most: When systems feel overwhelming, adoption stalls, or teams struggle to connect tools with real-world impact. That’s where I step in—turning friction into momentum. Core strengths include: - Owning and nurturing technical relationships with customer accounts - Translating complex technical concepts into clear, actionable guidance - Driving adoption, optimization, and customer health through structured engagement - Partnering cross-functionally with Customer Success, Support, and Product teams - Leading enablement sessions, technical workshops, and strategic conversations At heart, I value purposeful work, strong partnerships, and continuous growth. I’m motivated by helping customers win, and by building systems and relationships that scale sustainably over time. If you’re passionate about customer outcomes, thoughtful technology, and building better ways of working, let’s connect!
I partner with customers across the APAC region to drive adoption, value realization, and long-term success through a blend of technical expertise and account ownership. In this role, I act as a trusted technical advisor—helping customers translate business goals into scalable, well-structured workflows while ensuring a smooth post-implementation experience. What I do: - Own the technical relationship for a portfolio of accounts, supporting onboarding, adoption, and ongoing optimization - Serve as the primary technical point of contact for complex product questions, configuration guidance, and best-practice recommendations - Partner closely with Customer Success, Support, and Product teams to align customer needs with platform capabilities - Proactively identify risks, usage gaps, and expansion opportunities through data, customer conversations, and health signals - Lead technical discussions, workshops, and enablement sessions tailored to customer goals - Advocate for customers by surfacing product feedback and recurring pain points to internal teams What I bring: - Strong background in SaaS support, implementation, and technical problem-solving - Experience guiding customers through change management and adoption at scale - Ability to communicate technical concepts clearly to both technical and non-technical stakeholders - Customer-first mindset with a focus on long-term value, not just short-term wins
Role Highlights • AI Autopilot Onboarding: Deliver structured onboarding for customers adopting ClickUp’s AI Autopilot features, guiding them through setup, best practices, advanced AI skills, and ongoing support. • Client Relationship: Foster long-term client relationships through ongoing engagement, feedback loops, and business reviews. • Account Ownership: Manage a growing book of business through our recurring service for customers, delivering scalable support, workflow optimization, and strategic alignment. • Product Expertise: Leverage deep ClickUp knowledge to provide tailored solutions, recommend best practices, and guide customers through pre-built templates and scalable plays. • User Engagement: Collaborate with users to align ClickUp with business goals through live sessions, group workshops, and actionable insights. • Support Delivery: Lead 1:1 expert sessions, facilitate live workshops, and manage support tickets to ensure successful outcomes. Key Responsibilities • AI Autopilot Onboarding: Manage the end-to-end onboarding journey including structured onboarding sessions, advanced AI skills enablement, expectation setting, and follow-ups to ensure customers adopt and succeed. • Service Delivery: Facilitate live workshops and expert 1:1s; lead QBRs to track adoption, outline goals, and drive retention. • Workflow Assessment: Identify key needs and recommend tailored ClickUp solutions to streamline client processes. • Customer Service: Provide timely support across scaled channels while maintaining high satisfaction. • Feedback & Product Influence: Gather user feedback to help inform product decisions and feature improvements. • Enablement: Connect users to the right resources—documentation, templates, and ClickUp University. • ICP Alignment: Support ideal customers with relevant solutions and proactively identify growth opportunities. • Client Growth: Help expand ClickUp Assist by delivering meaningful results that support retention and success.
Reports to: Director (Direct) / Vice President (Indirect) • Gathered intelligence from Managers, Senior Managers, Directors, and the Vice President about the needs and future growth of the organization. • Evaluated, tested, and recommended new opportunities for the utilization of our Applicant Tracking System (Taleo TBE, SmartSearch), enhancing the entire IT Recruitment process within the ATS. • Consulted with executives, vendors, and the IT department about the newest technology and its implications in the department. • Served as the Global Subject Matter Expert for the whole organization (in conjunction with the VP) to resolve issues involving the current ATS. • Acted as the System Admin of the current ATS, which involved running reports, diagnostics, troubleshooting, and configuration. • Assumed responsibility for project tasks and ensured their completion in a timely fashion. • Spearheaded the implementation and deployment of SmartSearch, transitioning from Taleo Business Edition. • Acted as the main point of contact (System Admin) for any issues related to SmartSearch. • Actively participated in the training of new and existing SmartSearch users.
Reports to: VMS Manager (Direct) / Director (Indirect) Job Functions & Responsibilities: • Operated as the Lead Point of Contact for any and all matters specific to recruiting. • Provided supervision and guidance to the team in the absence of the Manila Staffing Manager and/or Senior Recruiting Team Leads. • Served as the liaison between the Manila Staffing Team and VMS clients (MSP's) on various issues and concerns involving requirements and candidates. • Regularly prepared reports on status, progress, and other relevant information for management, clients, and recruiters. • Submitted candidate profiles to the VMS portals (Beeline, Fieldglass, Econometrix). • Assisted in updating or revising candidate information in the VMS portals. • Confirmed, accepted, declined, or requested rescheduling of VMS client's interview invitations regarding submitted candidates. Also, accepted or declined client job offers on behalf of the candidates. • Supported the Manila Staffing Manager by scheduling meetings, providing agendas and minutes, and participating in other program-related activities. Acts as Stefanini's North America Taleo Staffing Administrator: • Served as the Lead Point of Contact for all system issues and errors of the North American Staffing group. • Communicated all process/system changes to the appropriate audiences, including the recruitment group, Business Unit Leaders, and business management. • Created accounts for new Taleo users and conducted training/orientation (Recruiters/Account Managers/BU Leaders). • Participated in gap analysis between the organization’s needs and Taleo’s functionality, collaborating directly with the Taleo Change Management Team. • Was responsible for creating, editing, and deleting requisitions. • Managed the creation, editing, and extraction of reports using Taleo Reporting and Analytics.
Reports to: QA Manager (Direct) / Global Program Manager (Indirect) Key Responsibilities: • Accountable for the end-to-end process of managing and escalating all incidents, including major incidents (P1 and P2), to ensure minimal impact on users. • Responsible for ensuring adherence to the end-to-end incident management process. • Work closely with various resolver groups to ensure alignment on incisive decisions regarding incident activities to mitigate business impact. • Monitor tickets that are approaching threshold limits and ensure SLAs are met. • Accountable for escalating incidents following the Escalation Matrix, as well as issues that fall outside the matrix, to the client and/or the assigned resolver group. • Responsible for effectively communicating all impacting incidents within the program/account within agreed SLAs. • Represent the Incident Management Team in bridge calls, forums, meetings, and RCA discussions. • Supervise the lifecycle of all open incidents/requests to communicate issues or potential issues with vendors, clients, technicians, and leadership resources, and to detect and prevent SLA and/or KPI breaches. • Ensure full and documented handovers are completed for any new processes/procedures within the Incident Management team and their communication.
Reports to: Operations Team Lead (Direct) / Operations Manager (Indirect) • Provided technical end-user support. • Offered previous software support for an antivirus program. • Employed complex virus removal methods, facilitating restorative solutions for computer hardware. • Demonstrated proficiency in addressing software, hardware, and network-related issues, applying troubleshooting for resolution.
Reports to: Operations Team Lead (Direct) / Operations Manager (Indirect) • Provided technical end-user support. • Demonstrated expertise in FTTP, VDSL, C-VOIP, and ADSL communication protocols. • Applied troubleshooting skills for modems (both wired and wireless), TVs (including LED, LCD, and Cathode Ray Tube types), cabling, set-top boxes, and hard phones. • Utilized tools related to billing effectively. • Possessed strong knowledge of proper field escalation procedures, as a last resort when issues necessitated physical intervention.