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Katheryn Rivera
Katheryn Rivera

Customer Success & Software Implementation Specialist

Open to offers · Member since 13 Oct 2026
Location
Guayaquil, Ecuador
Desired salary
Unspecified
Work preference
Remote Only
Experience level
Senior

About

Professional summary

I am a Systems Engineer and Customer Success & Implementation Specialist with more than five years of experience in SaaS and ERP onboarding, technical support, and process analysis.

I have led software implementations and go-live processes for more than 50 SMB and enterprise accounts. My work focuses on helping customers adopt products successfully through structured onboarding, user training, stakeholder communication, and ongoing support.

I bring strong technical support experience across ERP environments, including ticket management, data migrations, SQL database configuration, POS systems, and remote troubleshooting. I have supported thousands of business accounts through email, chat, and phone channels.

I am experienced in improving customer operations and internal processes. I implemented Zendesk to streamline onboarding and support workflows, developed collections strategies that reduced payment time from approximately 30 days to 10 days, and contributed to trial-to-paid customer conversions.

My background also includes systems analysis, requirements gathering, software development, infrastructure support, documentation, and team training. I work effectively across customer-facing, technical, sales, and operational teams.

Skills

36 capabilities
Account ManagementC#Content MarketingCross Functional CollaborationCustomer OnboardingCustomer SuccessData MigrationDatabase AdministrationEmail MarketingERPEscalation ManagementFunctional SupportInbound MarketingIncident ManagementInformixJavaJavaScriptKPI TrackingLeadershipProcess MappingProcess OptimizationProject CoordinationRemote SupportRenewalsRequirements GatheringSaaSSoftware EngineeringSoftware ImplementationSOP DevelopmentSQLSystems AnalysisTechnical SupportTroubleshootingUpsellingUser Guide DevelopmentUser Training

Tech stack & tools

Working toolkit

Communications

Slack

Languages & Frameworks

JavaJavaScript

Experience

Career history

Customer Success & Software Implementation Specialist Pladsu (PRONTO)

Led PRONTO software implementation and go-live activities for more than 50 customer accounts, serving organizations from SMB to enterprise scale. Managed onboarding activities and supported customers through product adoption.

Developed client collections strategies and migrated support operations to Zendesk, reducing average payment time from approximately 30 days to 10 days. Partnered with Sales to help convert around 10 trial users into paying clients.

Social Management and Community Training Cruz Blanca Association

Served as the primary contact for 152 vulnerable families and conducted socioeconomic assessments to prioritize aid and outreach activities. Led five youth volunteers and tracked family-outreach KPIs.

Built a 20-computer lab, including cabling, network mapping, and equipment installation, enabling 20 children to participate in virtual classes.

Internal Trainer Contífico-Siigo

Trained 20 new support agents, including 10 in Colombia and 10 in Ecuador, on Contífico product modules and internal support processes.

Designed onboarding sessions and training materials to reduce ramp-up time and strengthen product understanding. Mentored new agents during their first months to improve support quality and response speed.

Support Engineer Contífico-Siigo

Provided ERP technical support for more than 6,000 mid-market and enterprise accounts via email, chat, and phone. Resolved approximately 30 tickets per day with an estimated 97% closure rate and a 10-minute first-response time.

Administered Zendesk and supported data migrations, SQL database configurations, POS systems, printers, and remote troubleshooting activities.

IT Infrastructure Assistant Editoriales Nacionales S.A.

Resolved hardware and software issues for approximately 30 users across five departments. Administered Informix databases supporting sales and billing operations.

Developed a Java utility that emailed weekly overdue-account and renewal lists to five sales representatives, replacing a manual preparation process.

Junior Programmer / Systems Analyst Sofynetworks

Led requirements gathering and systems analysis for approximately three client projects, including a project for a state-owned company.

Built and debugged applications using Java, .NET, and JavaScript. Documented processes and data models to support maintainability and team handover.

Education

Learning history

Universidad Católica Santiago de Guayaquil

Bachelor's Degree, Computer Systems Engineering

Coursework included database management, systems analysis, software engineering, computer networks, and project management.

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