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Work Background
TeradataCustomer Success Director
Jan. 2024Colombia• Responsible for the cross-geography/team alignment, development, training and deployment of best practices.
• Drives strategy for Customer Success to enable a team to focus on growing adoption of Teradata capabilities, increase customer satisfaction, and secure renewals.
• Lead and mentor a team of Customer Success Managers
• Accountable for the recruitment, hiring and on-boarding of high caliber talent who are passionate about developing customer relationships while shaping and supporting Teradata’s transformation.
• Developing and implementing Customer Success across multiple delivery channels, including high-touch, virtual, and digital.
• Develop strong working relationships across internal functions, to include Strategic Offering Management, Consulting, Customer Services, Pricing, Product Management, Sales Enablement, Marketing and Finance.
• Deliver high-impact presentations and related customer interaction support on top priority customer success opportunities, when needed.
• Contribute to collateral development by providing insight and feedback relative to customers’ critical business issues and solutions opportunities.
ENE8 - Especialistas en Soluciones ITSenior Fellow - Americas Chief Sales Officer
Jan. 2023 - Jan. 2024Miami, Florida, United States & Bogotá, Cundinamarca, ColombiaResponsible for the adoption and monitoring of digital transformation processes by the hand of a flexible, disruptive and current technology in the Latin American region and Florida, United States.
Hewlett Packard EnterpriseHead of Customer Success
Jul. 2019 - May. 2022ColombiaResponsible for hire, on-board, train, and develop the Customer Success Managers and Customer Engineers to ensure the right Installation, Support, Maintain and develop the technical transformation journey to our enterprise customers ensuring that they can achieve and exceed their business goals through on premise or cloud solutions. • Lead the Customer Success Managers and Customer Engineers to achieve and exceed the Customer experience (NPS=85%).
• Care and Increase LATAM total customer contract value (TCCV=U$110M).
• Improve process and cost control to achieve and increase the Gross Margin results (GM 67%).
• Lead third party to solve complex business/technical issues to deliver Enterprise Support Solutions. (Around 4000 cases per month)
• Improve internal processes through RPA and process automation avoiding repetitive and boring tasks.
• Maintain strong relationships with customers and internal functional managers acting as a key trusted advisor.
Hewlett Packard EnterpriseService Delivery Manager
Oct. 2007 - Jun. 2019Execute efficient support operations and offer our
customers an outstanding service experience (NPS79%).
• Maintain the operations at exceptional levels from solid
data analysis, customer feedback, internal stakeholders
and service partners (GM 78%).
• Single point of contact with the commercial team
making business alignment.
• Lead third party to solve complex business/technical issues on Enterprise accounts. (Around 4000 cases per month)
Hewlett Packard EnterpriseCustomer Success Manager
Jan. 2002 - Oct. 2007Responsible for the availability Colombia, Peru and Ecuador Customer environments under mission critical contracts. IT Alignment to the critical success factors of the customer business. Act as a single point of contact to ensure the highest level of satisfaction. • Kept aligned the mission critical contracts for Colombia,
Perú and Ecuador with the customers business goals.
• Increased the Total Customer Experience value portfolio up
to 85% from 68%.
Hewlett Packard EnterpriseCustomer Engineer
Apr. 1999 - Dec. 2001• Responsible for Colombia customer installations and
support.
• First Mission Critical Certified Engineer on LAC region.
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