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Work Background
RITMOHead of Customer Success
Oct. 2022• Lead and supervise a team of Customer Success professionals. This involves hiring, training, motivating and developing the team.
•Develop and implement effective strategies to retain existing customers, incentivize the use of our products and reduce churn rate.
•Manage relationships with key accounts and ensure their satisfaction with the company's products and services.
•Use data and metrics to evaluate customer portfolio performance and make data-driven decisions to improve retention and customer experience.
•Collaborate with other departments such as Sales, Marketing, Operations, Product Development and Technology to ensure a consistent customer experience aligned with company goals.
•Help customers better understand and get the most out of the products offered, including providing additional training and resources.
•Develop, implement and optimize internal processes and policies related to customer management.
•Prepare reports and presentations for senior management on team performance and customer retention, product utilization and profitability results.
•Effectively address and resolve customer issues and complaints.
•Manage the collection of overdue customers while maintaining positive customer relations.
RitmoCustomer Success Manager
May. 2021 - Sep. 2022•Creation and development of the processes and procedures of the Customer Support and Account Management area of the company.
•Develop strong relationships with assigned customers, understanding their needs and objectives.
•Create customized success plans for each client, setting clear goals and milestones.
•Manage the contract renewal process, working to ensure client retention.
•Provide training to customers on how to effectively use the company's products or services.
•Be the primary point of contact for addressing customer issues or questions, ensuring prompt and effective resolution.
•Continually monitor customer progress, using key metrics to assess customer satisfaction and success.
•Collect customer feedback and deliver it to product development, operations, technology and sales teams to improve products and services.
•Identify up-sell and cross-sell opportunities and collaborate with the sales team to take advantage of them.
•Identify and promote customer success stories, which can be used to showcase the value of products to future customers.
•Use data and analytics to evaluate customer performance and make data-driven decisions.
•Handle crisis situations or dissatisfied customers professionally and effectively.
https://claudialondonocoach.com/Executive Coach
Jan. 2021Colombia
UpBizorKey Account & Operations Manager
Feb. 2019 - Apr. 2021Barcelona y alrededores, España•Lead key client relationship management and operations at UpBizor while collaborating closely with the CEO as his right-hand person.
•Coordinate the financial analyst team and marketing team.
•Coordinate and oversee the delivery of networking events with clients of the company.
•I was responsible for financial consulting to clients and business plan planning, as well as supervising budgets and sales.
•I contributed significantly to the overall strategy of the company and succeeded in opening new business.
UpBizor | Financiamos tu empresaStrategy and Consulting Manager
Feb. 2017 - Jan. 2019Barcelona, Cataluña, España•I had a key role in the creation of UpBizor, assuming multiple responsibilities, including the creation of the website, the planning and execution of sales and marketing strategies, and the management of client financing projects.
•As the company grew, I led the definition and execution of the sales strategy, contributing to the acquisition of 250 new clients and the generation of €15 million in project financing.
•In addition, I established and consolidated the company's marketing team.
CorpBanca ColombiaSenior Business Intelligence Analyst (VP of Customer Service)
May. 2014 - Apr. 2016Bogotá, Distrito Capital, Colombia• I was responsible for generating indicators, reports and analysis that contributed significantly to strategic decision making.
• I developed advanced skills in data and trend analysis by performing detailed tracking of historical behaviors, projections, revenues and expenses, and managing key databases.
• I contributed to Balance Scorecard measurement, goal setting and installed capacity assessment, which allowed for better planning and budget control.
• I collaborated in costing analysis and provided crucial information for the development of financial strategies.
• I participated in the planning, measurement and monitoring of the strategic objectives of the Customer Service Vice Presidency, which strengthened my ability to contribute to data-driven decision making and process improvement.
CorpBanca ColombiaJunior Operations Analyst
Jun. 2012 - May. 2014Bogotá, Distrito Capital, Colombia• I led the mapping, documentation, and improvement of operational processes, which resulted in an optimization of workflows.
• I conducted an exhaustive study of the functions and workloads of the area's employees, which allowed for a more efficient allocation of tasks and resources.
• I was in charge of monitoring and controlling the relationship with the commercial sales force, ensuring smooth communication and efficient resolution of operational challenges.
• Preparation of management and follow-up reports that provided critical information for strategic decision making and improvement of operational efficiency.
RESOF ColombiaAsistente de partes y servicio (Práctica Empresarial)
Nov. 2011 - May. 2012Bogotá, Distrito Capital, Colombia• Inspección y control en las ventas y en las compras de la empresa.
• Prospección de nuevos clientes.
• Implementación de un plan de servicio de mantenimiento predictivo anual, para la prestación oportuna de servicios a los clientes.
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