Mexico City, Mexico
Over the last few years at Cisco ThousandEyes and Qualtrics, I’ve focused on anchoring enterprise portfolios, driving churn reduction, and leading cross-functional process transformations. Working in fast-paced, multicultural environments has taught me that the best results come from a mix of data-driven strategy and human empathy. What drives me most right now is leadership. I really enjoy building a culture where team members feel mentored and empowered to deliver their best work—because a supported team is the foundation of an outstanding customer experience. I’m always open to connecting with people who are passionate about scaling CS organizations, nurturing talent, or exploring leadership opportunities in tech.
- Reduced assigned BoB churn by 75% within 3 quarters by executing data-driven strategic success roadmaps. - Co-orchestrated long-term relationships and alignment with C-suite stakeholders across 35 key enterprise accounts. - Partnered with Sales to maximize NRR, successfully migrating multiple enterprise accounts to higher service tiers. - Streamlined the onboarding framework, accelerating product adoption and ensuring measurable customer ROI. - Led QBRs to deliver key telemetry insights, driving down client MTTR and maximizing platform adoption.
- Led the Account Services workstream for a global IT transformation project in partnership with Deloitte, optimizing 147 cross-functional processes. - Aligned executive expectations across Finance, Operations, and Global Delivery to secure organizational buy-in. - Boosted global operational efficiency by 15% through E2E mapping and risk mitigation of critical business workflows. - Engineered and delivered standardized business policies and scalable operating models to senior direction. - Spearheaded business acceptance testing (BAT/QA) of 40+ new global workflows using automated tracking tools.
- Re-engineered renewal workflows, expanding capacity to successfully govern a 290 enterprise accounts renewal portfolio. - Improved team productivity by 40% through structured coaching frameworks and mentorship of 6 Senior Renewal Managers. - Acted as global escalation lead for high-risk accounts in Financial Services and Healthcare, securing a 4.8 average CSAT.
- Secured a 96% renewal rate on a high-stakes $25M portfolio with individual contracts valued up to $14M. - Increased customer contract retention by 70% utilizing proactive health-scoring analysis and lifecycle management. - Commanded end-to-end multi-million dollar renewal cycles, coordinating Legal, Finance, and Deal Desk for a perfect 5.0 CSAT.
- Engineered supply chain and sales execution frameworks, managing over $55M USD in monthly regional targets. - Directed a team of 5 Specialists, accelerating order processing speeds by 68% and improving on-time delivery by 32%. - Governed comprehensive 3PL logistics operations, including commercial audit controls and inventory reconciliation. - Applied advanced technical data structures to eliminate commercial revenue leakages and ensure rigid compliance protocols.
- Formulated tactical commercial planning roadmaps to ensure strict nationwide quota compliance and product distribution. - Managed a team of 2 Order Management Specialists, tracking granular purchase order lifecycles from creation to execution. - Commanded executive communication regarding financial boundaries and strict regulatory updates across all business units. - Spearheaded cross-functional market launches of 8 new products, successfully expanding regional portfolio reach.
- Extracted and translated complex market telemetry from advanced databases to support PepsiCo Canada commercial operations. - Empowered Sales Zone Leaders with actionable market intelligence to guide data-driven commercial strategies for core brands.