Customer Success Manager

I am a results-driven Customer Success Manager with over 3 years of experience managing B2B strategic accounts and leading SaaS/ERP implementations. My expertise lies in project management and process optimization, where I have a proven track record of maintaining an 88% client retention rate and driving a 14% growth in account revenue. I excel at translating complex technical requirements into business value by leveraging Agile methodologies.

Highly autonomous, I am adept at working in global remote environments and thrive in driving product adoption and customer satisfaction through data-driven decision-making. Throughout my career, I have spearheaded SaaS adoption strategies and managed high-value portfolios, focusing on proactive upselling and consultative sales opportunities.

I have successfully redesigned critical operational workflows, cutting lead times by 80% and increasing customer satisfaction scores significantly. My experience also includes architecting operational processes under international regulatory frameworks, ensuring full compliance and scalability.

I am skilled in optimizing customer experience management by reducing response times and boosting customer satisfaction scores. Additionally, I develop and implement strategic dashboards and KPIs to improve operational performance visibility and enable continuous improvement.

My technical skills include Salesforce, Zoho CRM, Odoo, Agile project management tools like Jira and Monday.com, and remote collaboration platforms such as Google Workspace and Slack. I hold certifications as a Certified Customer Success Manager and Project Management Specialist, and I have a Bachelor of Science in Industrial Chemical Engineering.