Customer Success Manager

Manage post-purchase relationships for enterprise clients using GEP SMART and GEP QUANTUM, aligning deployments, onboarding, and product adoption with customer business objectives.

Deliver platform training and enablement, support configurations, UAT, migrations, and enhancement requests, and coordinate with Technical Account Managers, Product, Support, and technical teams to resolve complex issues. Use adoption insights, satisfaction reporting, and business reviews to identify risks and support retention and account growth.

Led approximately 25 professionals across the United States and Costa Rica, coordinating procurement operations, contracts, stakeholder communication, and issue resolution for AT&T and Kellogg.

Managed an end-to-end RFP project for Thermo Fisher Scientific, translating business requirements into a structured solution, coordinating proposal evaluation, and supporting contract finalization.

Led communications, user enablement, and technology transformation initiatives supporting analytics, travel and card programs, Microsoft Power Apps, and global procurement workflows.

Introduced Power BI, KNIME, and Alteryx reporting capabilities and translated operational data into actionable insights for leadership decision-making.

Managed a cost distribution account covering $1.2 billion in internal charges and services across multifunctional business areas.

Coordinated forecasts, stakeholder requirements, and issue resolution to support reliable finance operations and service delivery.

Led day-to-day operations for the global Coupa platform, supporting users and troubleshooting functional and technical issues.

Improved system adoption and customer experience through operational coordination, user support, and issue resolution.

Led communication, training, and capability-building initiatives for approximately 340 Procure-to-Pay employees.

Strengthened user readiness, operational visibility, and accountability through structured enablement and change-management activities.

Served as the primary contact for plant buyers, providing support for purchase orders, goods receipts, supplier requirements, and operational issues.

Enabled timely issue resolution and effective use of procurement processes across plant operations.

Administered the supplier portal, including user accounts and supplier profiles, while coordinating system access for internal and external users.

Supported external partners through technology-enabled procurement processes and access-related issue resolution.

Led the transition of Americas Freight Payments to San Jose shared services, coordinating stakeholders and transition activities.

Maintained business continuity for operations processing approximately $400 million in monthly invoice volume.

Supported electronic invoicing and supplier payment processes within an operation handling approximately $1 billion in monthly billings.

Assisted with accounts payable operations, supplier-related processes, and issue resolution in a high-volume shared-services environment.