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Work Background
DirectioProduct Support Engineer
Jul. 2024MexicoHandle technical requests or incidents related to the different Tacton products, reported by stakeholders. Hold technical meetings to solve incidents, answer questions, and (or) provide training on performing a specific task in the Tacton system. Troubleshoot, debug, and resolve issues reported by Tacton stakeholders. Time management and escalation management according to each case scenario. Administration escalation management. Handle SLAs to ensure customer satisfaction.
DirectioSr. Solutions Consultant
Jan. 2023 - Jun. 2024MéxicoScope, design, and implement tailoring solutions to diverse client scenarios. My approach blends technical acumen with strategic insight, ensuring our solutions resonate with best-in-class companies; either designing and implementing brand new solutions or adding new features to their current configuration. Client-Facing engagement empowers our success in the dynamic SaaS landscape.
SprinklrProduct Success Manager - Care
Jun. 2022 - Jan. 2023Remote, MexicoIdentify, comprehend, and clearly articulate clients' requirements to define, analyze and implement an end-to-end solution.
Analyze and elevate the client’s engagement with the platform's care features and capabilities
Increase adoption of the care product.
Create compelling business cases for the adoption of new features.
SprinklrSenior Managed Services
Oct. 2021 - Jun. 2022+ Develop and maintain strong relationships with clients to minimize the churn risk.
+ As lead consultant led managed services teams across countries to ensure project delivery on time. + Managing task assignments and tracking progress.
+ Maintain direct engagement and negotiations with stakeholders in terms of managed services deliverables.
SprinklrManaged Services Consultant
Mar. 2019 - Jun. 2022Mexico City Area, MexicoSprinklr offers a set of powerful social capabilities that allow our clients to reach, engage, and listen to customers across 24 social channels. We empower entire organizations to work together – across marketing, advertising, research, commerce, and customer care – to manage customer experience at scale. Sprinklr works with more than 1,000 of the most recognized brands around the world, including Nike, JPMorgan Chase, Verizon, McDonald’s, Microsoft, P&G, and more. As Managed Services Consultant my responsabilities are: + Manage and optimize the configuration of onboarded Sprinklr clients, to ensure their continued success with the platform.
+ Identify platform gaps and optimization opportunities, designing and configuring the appropriate solution, so that client expectations regarding platform use cases and functionality are fulfilled.
+ Maintain platform relevancy according to changes in business needs
+ Ensure that all client users are trained, educated, and up to date on platform use, best practices, and functionalities.
+ Provide oversight on any additional enablement of the software deployment to be in line with current architecture and future client needs or business requirements.
+ Ensure that every client drives the most value possible from the Sprinklr platform.
Speed Time SA de CVFull-stack Web Developer
Mar. 2018 - Mar. 2019Ciudad de MéxicoFull-stack Web developer, with experience in
Amazon S3.
Database administrator.
Network administrator.
AT&T, MéxicoSocial Media Intern - Digital Experience
Feb. 2017 - Mar. 2018Mexico City Area, MexicoAs part of the STEM internship program at AT&T Mexico, I was a system administrator of the Sprinklr SaaS product, serving as part of the stakeholders team to work along with the internal teams at AT&T and the product vendor in order to implement the different internal needs.
As part of this team, I also led training sessions for internal users.
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