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Work Background
Arkose LabsSenior Director, CSX Products and Operations
Jan. 2024Costa Rica* Unified CS Products and Business Operations into a centralized Customer Success & Experience (CSX) organization. * Design the annual CSX strategy and roadmap planning, tied to customer journey metric, with roadmap overall completion scores at 80% and higher and 100% of P1 items delivered. * Drive CS metrics monitoring, reporting, and improvement: TTV days lowered by 30%, QBR fulfillment % improved by 17 points YoY.
* Champion cross-functional CX initiatives aligned to revenue growth, operational efficiency, and Product readiness.
Arkose LabsDirector, Customer Success Products
Feb. 2022 - Dec. 2023San Jose, Costa Rica* Built and scaled a cross-functional Product & Data team; launched company-wide BI platform for CS, now being used company-wide.
* Led customer-facing reporting redesign and automation, reducing manual efforts by 90% and saving $550K over 3 years. * Designed the Product Readiness framework, aligning Product, CS, and Engineering teams on clear exit gate criteria for each product development phase. * Drove automation and standardization initiatives to improve internal tooling and processes to improve operational efficiency.
Fundación AmyFounder and Executive Director
Jul. 2019San José, Costa Rica* Designed the 5-year Strategic Plan for the organization and launched the core programs that drive our mission to support teenagers and young adults suffering from depression and other mood disorders, with the ultimate goal of preventing suicide.
* Created the "1x1 Therapy model" through which we have provided over 1,650 therapy sessions to 250+ direct beneficiares, and an estimated indirect impact of over 1,000 people.
* Create the annual operating plan and OKRs for the directive team, as well as the tooling and systems required for monitoring metrics. * Manage a small R&D team tasked with utilizing technology and innovation to increase operational efficiency and provide a better experience for patients and volunteers.
* Lead a team of 30+ professional volunteers from diverse fields such as Psychology, Social Work, and International Business, Since our inception in 2019, we have made a tangible difference in the lives of thousands of people in Costa Rica all financed by grassroots fundraising efforts. Our work exemplifies the power of community support, demonstrating how ordinary people can make an extraordinary impact on the lives of those battling mental health challenges.
Akamai TechnologiesProduct Manager, Security Services
Jul. 2018 - Sep. 2021San Jose, Costa Rica* Owned the roadmap for the internal reporting Portal used by Managed Security Services teams and other frontline security teams, delivering features to improve the delivery of value to global customers. * Led the product development cycle from design to launch, aligning UX, Dev, and Product teams to achieve success.
Akamai TechnologiesSecurity Technical Project Manager II, Team Lead
Jul. 2016 - Jun. 2018San Jose, Costa Rica* Supported enterprise customers for DDoS and Web App Security solutions from a variety of industries including Finance, Commerce and High Tech.
* Responsible for ensuring customer success through the customer journey and during security incidents and events.
* Created and led global training and process improvement initiatives to scale teams and increase performance and satisfaction.
Akamai TechnologiesSecurity Technical Project Manager
May. 2015 - Jun. 2016San Jose, Costa Rica* Supported DDoS and Web App Security customers. Responsible for ensuring customer success through the integration and tuning of their security products, and through security incidents and events. * Contributed to the documentation of global processes, methodologies, and best practices for the new Security Services project management role.
Vision Informatica, KingdomSoft Startup cofounder, Software Engineer
Jan. 1999 - Apr. 2015San José, Costa RicaDelivered software products in Oracle stack; managed end-to-end lifecycle from business analysis to delivery.
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