Mexico City, Mexico
Customer Success professional with expertise in onboarding, training, and guiding clients to achieve measurable outcomes. Skilled at building strong partnerships that drive adoption, foster loyalty, and increase renewal rates. With a background in sales and account management, I combine a relationship-focused approach with a results-driven mindset to ensure long-term client success and sustainable growth.
• Manage and grow a portfolio of 100+ institutional clients across Latin America, Brazil, and the Caribbean, driving product adoption and long-term account success. • Lead strategic onboarding and implementation initiatives, aligning Gale’s digital solutions with each institution’s academic and technical ecosystem. • Deliver data-driven, consultative guidance based on usage analytics to increase engagement, strengthen adoption, and reinforce institutional value. • Serve as the primary point of contact for technical configuration, training, and issue resolution, partnering cross-functionally with Sales, Product, and Support teams. • Represent Gale at national and regional industry events across Latin America, strengthening brand recognition, market presence, and institutional partnerships. • Achieved and sustained a 96%+ annual renewal rate through proactive retention strategies, relationship management, and risk mitigation.
• Served as a subject matter expert on McGraw Hill’s digital learning platforms, leading institutional onboarding, implementation strategy, and adoption initiatives to maximize learner outcomes. • Partnered with academic institutions and educators to design tailored engagement plans aligned with student success goals, while establishing reporting frameworks to track user activity, engagement, and pathway completion. • Monitored performance metrics and analyzed usage data to inform strategic adjustments, improve retention, and drive continuous program optimization. • Acted as the primary post-sale point of contact for strategic accounts, building strong cross-functional relationships to streamline support and implementation processes while maintaining high client satisfaction. • Drove 20% revenue growth through retention strategies, expansion opportunities, and proactive identification of evolving client needs.
• Led B2B and B2C sales initiatives, driving revenue growth across institutional and individual client segments. • Developed strategic proposals, led negotiations, and closed high-value deals through consultative selling approaches. • Delivered client-focused service experiences that strengthened retention and long-term account relationships. • Represented the organization at industry events, info sessions, and trade fairs to generate pipeline and expand market presence. • Recognized as Top Product Sales Performer Nationwide (2016).
• Managed post-enrollment relationships for a portfolio of 100+ international students, driving upsell and cross-sell opportunities following program registration. • Oversaw payment follow-ups and billing coordination to ensure financial accuracy and timely revenue collection. • Acted as the primary Mexico-based liaison between students and EF international schools, resolving academic, logistical, and service-related issues to ensure a seamless study-abroad experience. • Collaborated with regional advisors nationwide to address student inquiries, coordinate solutions, and maintain program alignment. • Organized pre-departure orientation events to enhance student preparedness, reduce uncertainty, and strengthen overall program satisfaction. • Reduced cancellation rates through proactive, multi-channel communication strategies that maintained engagement and improved student retention.
• Utilized CRM systems to manage lead tracking, client segmentation, and pipeline visibility, ensuring structured follow-up and conversion efficiency. • Initiated first contact with prospective clients via phone and email, qualifying needs and routing opportunities to the appropriate regional team and product line. • Conducted post-program follow-up calls to assess client satisfaction, gather feedback, and identify retention or referral opportunities. • Represented the organization at education fairs and informational events to generate qualified leads and strengthen brand positioning.