Heredia, Heredia, Costa Rica
Transparent leader, passionate about people development and strategic growth. Data-driven, I blend strategic thinking with a commitment to driving positive change and impactful results.
- Leading global customer success operations across AMS, EMEA, and APAC. - Developing and implementing scalable strategies to enhance customer engagement and retention. - Defining and tracking key performance indicators (KP|s) to measure success and operational efficiency. - Hiring, training, onboarding and scaling teams globally to meet business growth and customer demands. - Driving continuous process improvement and automation for operational excellence. - Collaborating with cross-functional teams to align customer success initiatives with business goals. - Skills: manage • People Management • Databases • Redis • Enterprise Architecture • Solution Architecture
- Leading global customer success operations across AMS, EMEA, and APAC. - Developing and implementing scalable strategies to enhance customer engagement and retention. - Defining and tracking key performance indicators (KP|s) to measure success and operational efficiency. - Hiring, training, onboarding and scaling teams globally to meet business growth and customer demands. - Driving continuous process improvement and automation for operational excellence. - Collaborating with cross-functional teams to align customer success initiatives with business goals. - Skills: manage • People Management • Databases • Redis • Enterprise Architecture • Solution Architecture
- Leading global customer success operations across AMS, EMEA, and APAC. - Developing and implementing scalable strategies to enhance customer engagement and retention. - Defining and tracking key performance indicators (KPIs) to measure success and operational efficiency. - Hiring, training, onboarding and scaling teams globally to meet business growth and customer demands. - Driving continuous process improvement and automation for operational excellence. - Collaborating with cross-functional teams to align customer success initiatives with business goals.
Pit Master and Owner at Big Mamma BBQ
Led highly tenured technical support teams providing last-level support for Citrix products. Defined and standardized KPIs to improve operational performance and customer satisfaction. Developed forecasting models to optimize resource planning and scalability. Spearheaded global hiring strategies for Engineering support teams across AMS, EMEA, and APAC. Implemented operational frameworks to ensure process standardization and efficiency. Served as the primary escalation contact for critical account management and coordinating cross-functional efforts to solve customer critical escalations. Managed multiple technology groups, including Citrix ADC, Citrix ADM, Citrix SD-WAN, DaaS, SaaS, and Citrix Workspace. Achievements: Operational KPIs and performance excellence, by developing management systems and/or frameworks tailored to the organization and individual needs Develop mathematical models to improve resource forecasting and maximization
• Delivering critical account management services • Run the communication with key customers, the sales organization and key management staff on the status of critical accounts or situations • Conduct root cause analysis sessions on all escalations, and initiate process improvement/optimization projects on process gaps, lack of compliance and overall systemic problems, thereby reducing further escalations. • Conduct Risk Assessment and Mitigation projects to ensure gaps are addressed to meet customer commitments.
Responsible for account processes and related tasks to ensure that the Service Level Agreements (SLAs) are achieved within agreed budget and implementation timelines. Manage and control a broad range of account operational areas within the service group, while managing staff, including their development and performance. In addition, responsible for new scope changes and creating new business opportunities, also, analyze and interpret account standards/programs and practices and ensure compliance. Awards Innovation Award 02/2014: Innovation, impact and transformation for the role and the operation. Shared Services Costa Rica