I am a Customer Success and Operations Manager with over 6 years of experience in B2B SaaS and healthcare technology. I have a proven ability to lead distributed teams, manage strategic accounts, and implement scalable success frameworks in fast-paced, remote-first environments. My skills include driving adoption, aligning internal and external stakeholders, and optimizing service delivery through data. I am fluent in English and Spanish, with international experience across North America, EMEA, and LATAM. I am passionate about open source, process automation, and customer-centric growth.
Led onboarding and lifecycle management of B2B clients using proprietary healthcare platform. Built success plans, drove usage KPIs, and coordinated escalations across engineering and product teams. Developed SOPs for internal operations and customer workflows. Reported on performance trends and supported renewal strategy.
Supported hospitals and healthcare orgs using medical training software. Facilitated stakeholder communications and training during implementations. Analyzed usage data and recommended workflow improvements. Collaborated with Sales, Customer Support, and Product for cross-functional alignment.
Handled support and lifecycle operations for B2B tech clients. Proposed customer-centric process improvements. Managed tickets and escalations using JIRA and CRM systems.
Supported digital platform rollout across government agencies. Diagnosed deployment failures and coordinated fixes within SLAs.
Provided technical support to U.S. retail and financial institutions. Built escalation protocols and improved ticket routing via analytics.
Led deployment and support of administrative platforms across regional government agencies. Diagnosed and resolved API integration errors during live rollouts. Coordinated response teams to handle priority technical incidents during tight SLA windows.
Managed B2C and B2B insurance-related queries in English and Spanish. Tracked and resolved time-sensitive support tickets under pressure. Assisted with outbound outreach to update payment and client data.
Bachelor’s in Marketing & Business Communication
SAP Business One Basics
Excel Advanced for Operations & Reporting
Customer Service Fundamentals
Customer Success Foundations
Support Operations & Ticket Triage
Advanced Communication & Empathy in Customer Service
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