Senior Implementation & Partnerships Manager

Owned end-to-end SaaS implementations for enterprise clients, leading partner onboarding, integration, and delivery across LATAM and US markets. Led full implementation lifecycle: discovery, requirements alignment, solution design, execution, go-live, and post-launch optimization. Built and managed long-term strategic partnerships, acting as the main point of contact and aligning business and technical stakeholders. Coordinated technical integrations between SaaS platforms (Zendesk, Five9, AWS), ensuring seamless data flow and operational readiness. Delivered 95%+ of implementations on time and on budget by proactively managing risks, dependencies, and cross-functional execution. Identified risks and blockers early, driving mitigation plans to ensure successful delivery in complex, fast-paced environments. Led a team of 25 specialists across multiple service lines, improving delivery scalability and operational efficiency. Generated $833K+ USD in project revenue in 2024, contributing to a 95% regional revenue growth. Reduced service delivery issues by 20% through proactive client engagement and continuous improvement strategies. Awarded “Top Inspirational Women Leader 2025” for outstanding leadership and team development.

Planned and executed IT projects for eSMB and SMB markets, tailoring technological solutions to improve customer experience. Reduced service delivery issues by 20% through proactive client engagement and continuous improvement strategies. Managed relationships with clients, vendors, and stakeholders, maintaining effective communication and conflict resolution. Implemented platforms like Zendesk and Five9, optimizing customer service and internal processes.

Led end-to-end SaaS implementations (Zendesk, Five9) across SMB, Commercial, and Enterprise clients. Designed and executed customer data integrations and automation workflows, improving operational efficiency. Collaborated on projects in the financial, tech, and aviation sectors, broadening experience across various industries. Delivered omnichannel solutions and trained client teams to ensure adoption and long-term success.

Developed and administered product visualization panels and internal process dashboards, increasing data accuracy by 40%. Structured and optimized databases, enhancing operational efficiency by 20%. Delivered market research studies for the PropTech sector, evaluating product delivery and post-sale performance, ensuring data-driven insights for strategic decision-making. Implemented improvements in ETL processes and product design, reducing delivery times by up to 45% and streamlining workflows for faster, more efficient output.

Built scalable data architectures and automated data flows using AWS tools such as Lambda, Redshift, Athena, and Glue, reducing data processing time by 25%. Designed and implemented ETL pipelines for large datasets, optimizing data extraction, transformation, and loading processes, improving efficiency by 30%. Developed business intelligence dashboards and reports, leveraging AWS services to provide real-time data insights for decision-making. Collaborated with cross-functional teams to deploy data solutions in the cloud, ensuring scalability and reliability for high-traffic environments. Streamlined data storage and retrieval processes, leading to a 20% improvement in query performance and faster access to critical business information.