BIO
Soy bilingüe (inglés y español) con más de 20 años de experiencia internacional en el área de servicios profesionales de Informatica vendiendo, consultando, diseñando y entregando una amplia gama de soluciones en las instalaciones y en la nube de VMware, Amazon, Nutanix, Microsoft, Cisco. e IBM desplegados en EE.UU., Japón, Australia y Nueva Zelanda.
Durante este tiempo, me desempeñé con éxito en puestos como Ventas de Servicios Profesionales, Arquitectura de Soluciones, Desarrollo de Negocios, Estrategia de Negocios, Entrega y Gestión de Proyectos Técnicos.
Aporto mi experiencia, pasión por la tecnología y capacidad para construir y desarrollar relaciones en cada compromiso para ofrecer resultados exitosos y establecer relaciones positivas a largo plazo con clientes, socios y proveedores.
Para obtener más información sobre mí, siga explorando mi sitio o comuníquese directamente.
MI EXPERIENCIA
Puestos
SENIOR MANAGER - CUSTOMER SUCCESS & TAM (AMER)
April 2023 - Present
• Customer Adoption & Consumption Strategy
Created proven engagement models to measure and drive delivery excellence, adoption, and consumption leveraging Gainsight, Salesforce, Confluence and other platforms.
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• Strategic Leadership & Team Building
As a Servant Leader of a dynamic team of Customer Success Executives (CSEs) in the US, my role encompasses hiring, guiding, and mentoring these professionals. My focus is on cultivating a team that excels in driving adoption and consumption, ensuring that each member is equipped with the necessary skills and knowledge to succeed in their roles.
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• Customer Health Monitoring & Outcome Optimization
I am dedicated to continuously monitoring key performance metrics to glean actionable insights. This analytical approach enables me to identify areas for improvement, driving efficiency and performance enhancements within our team. By leveraging data, we consistently exceed our operational objectives and set new benchmarks for success.
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• Expert Guidance & Escalation Resolution
I provide timely and effective guidance to CSEs, particularly in addressing escalations and complex issues across functional teams. I assist the team in navigating challenges, ensuring expedited resolution and successful outcomes.
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• Mentorship & Leadership Development
I am passionate about mentoring and developing future leaders. This involves not only guiding CSEs in their current roles but also preparing them for their next steps in their careers. Through focused professional development initiatives, I help individuals in my team to identify and realize their potential, fostering a culture of continuous learning and growth. Created training collateral in the form of documents, videos and presentations to enable team of CSEs and empower them to be successful in their role. Coached and Mentored team of CSEs providing including role playing approach to practice common use cases with customers and cross-functional teams to build the team's confidence and to drive world-class delivery.
• Efficient Account Management & Capacity Planning
Efficiently managing account assignments and maintaining a balanced capacity model are key responsibilities in my role. I ensure that each CSE handles a workload that optimizes their abilities and fosters customer satisfaction, while also maintaining the overall efficiency and effectiveness of our team.
SENIOR MANAGER - CUSTOMER SUCCESS & TAM (U.S. East Coast & LATAM)
August 2021 - April 2023
• Dynamic Team Leadership & Development
At the helm of a diverse team of over 20 Success 360 Customer Success Executives (CSEs) across the US, Canada, and LATAM, I drive leadership by fostering an environment of growth and mentorship. My focus is on hiring top talent, nurturing their skills, and guiding them through a Servant Leadership approach to excel in delivering exceptional customer success.
• Performance Analytics & Outcome Optimization
I am committed to not only monitoring key metrics but also deriving actionable insights from them. This analytical approach enables me to continuously enhance the efficiency and performance of our team, ensuring we consistently meet and surpass our objectives.
• Strategic Problem-Solving & Escalation Management
Providing strategic guidance to CSEs, especially in handling challenging issues and escalations, is a cornerstone of my role. My aim is to assist the team in achieving successful outcomes swiftly and effectively, leveraging my expertise to navigate complex situations.
• Leadership Development & Professional Growth
I am passionate about grooming the next generation of leaders. Through dedicated mentorship and professional development guidance, I empower individuals within my team to evolve into future leaders, equipping them with the skills and confidence necessary for their career progression.
• Optimized Account Management & Capacity Planning
Effective account assignment and maintaining a balanced capacity model are vital in ensuring our team’s success. I meticulously manage account allocations to CSEs, ensuring an equitable distribution of work while maximizing team productivity and customer satisfaction.
CUSTOMER SUCCESS EXECUTIVE
January 2021 - August 2021
• Customer Experience & Outcome Acceleration
As a dedicated professional at VMware, I specialize in crafting successful customer experiences, focusing on accelerating the realization of outcomes across all VMware technology sectors. My role involves a deep understanding of each customer's unique needs and tailoring solutions to meet these requirements promptly and effectively.
• Engagement & Business Outcome Facilitation
I am committed to ensuring consistent and high-quality engagements with our clients. By understanding their business contexts and challenges, I facilitate processes and strategies that lead to tangible business outcomes, aligning VMware’s capabilities with our customers' goals.
• Strategic Objective Achievement
A key aspect of my role is to drive the attainment of strategic objectives for our customers. This involves close collaboration and consultation, ensuring that each step aligns with the broader vision and targets of their organizations. My approach combines strategic foresight with actionable plans to steer customers towards their desired futures.
• Value Realization of VMware Solutions
I take pride in ensuring that customers realize the full potential and value of their investments in VMware solutions. This includes guiding them through the complexities of our technology, providing ongoing support, and identifying opportunities for them to leverage our solutions for maximum benefit. My focus is on building long-term relationships based on trust, consistent value delivery, and a deep understanding of our customers' evolving needs.
• Professional Certification & Skill Development
Achieved key industry certifications, including VMware Certified Professional - Data Center Virtualization (VCP - DCV) and the VMware Certified Professional - Cloud Management and Automation (VCP - CMA), which underscore my technical proficiency and commitment to professional growth.
PREMIER SUPPORT ACCOUNT MANAGER
August 2018 - January 2021
• Stakeholder Engagement & Collaboration
Excel at developing strong relationships with key stakeholders, seamlessly collaborating with VMware account teams, including Account Executives, Pre-Sales, and Solution Engineers. Regularly engage in operational meetings and business reviews to accelerate Support Requests time to resolution, analyze support trends and drive operational efficiency.
• Technical Expertise & Customer Satisfaction
Maintain an in-depth understanding of VMware solutions and future product directions, ensuring high levels of customer satisfaction on behalf of Global Support Services (GSS). Facilitate onboarding and access management for Premier Service Requests, providing proactive support and updates. Maintained regular updates in Salesforce and GS Lightning system to keep stakeholders looped in and help accelerate outcomes.
• Strategic Support & Problem Resolution
Serve as the primary escalation point for customers, coordinating closely with the Regional Escalation Management team and other departments for rapid resolution of complex issues. Deeply understand customers' business requirements and technical needs, contributing to support planning and providing strategic recommendations.
• Proactive Customer Engagement
Deliver proactive customer notifications for training, product alerts, and updates. Coordinate onsite visits and assist with support planning, including upgrade and maintenance advice, and provide early access to issue fixes through beta programs. Offer assistance outside of standard business hours as required.
GERENTE DE VENTAS DE SERVICIOS PROFESIONALES
Marzo de 2016 - Febrero de 2018
Como líder de ventas de servicios profesionales en Nueva Zelanda, fue responsable del desarrollo de las opportunidades, la construcción de relaciones con los clientes, la participación de consultores de soluciones y recursos de preventa para avanzar en las oportunidades desde la calificación hasta el cierre, la creación de todos los documentos comerciales y legales / Declaraciones de trabajo y entregar un logro superior a USD $ 2M por servicios profesionales por año.
ARQUITECTO SENIOR SOLUTIONS
Julio de 2010 - Marzo de 2016
Trabajé con los gerentes de cuentas como recurso de preventa entregando presentaciones a los clientes, construyendo pruebas de concepto, documentando los requisitos comerciales y técnicos y redactando declaraciones de trabajo. Dirigà equipos técnicos y trabajé con Project Managers para entregar proyectos.
GERENTE DE DESARROLLO EMPRESARIAL
COMUNICACIONES UNIFICADAS
Junio de 2009 - Julio de 2010
Responsable de la LÃnea Comercial de Comunicaciones Unificadas de Microsoft Lync. Enfocado en ganar una gran oportunidad estratégica con el gobierno de NZ por valor de más de NZD $ 1M. Gané la oportunidad con éxito y obtuve el objetivo estratégico, asegurando asà el financiamiento necesario para respaldar el crecimiento de la LÃnea de Negocios durante los siguientes 3 años. Creé un plan de negocios y entregué informes trimestrales sobre pérdidas y ganancias directamente a los directores de la empresa. Personal capacitado sobre cómo implementar y respaldar soluciones técnicas. Redactó declaraciones de trabajo y solicitudes de propuestas.
CONSULTOR DE SOLUCIONES
Junio de 2008 - Junio de 2009
Miembro del equipo de servicios de consultoría de Microsoft enfocado en aumentar la participación de mercado de Microsoft Office Communications Server al brindar soporte a socios y clientes a través de pruebas de concepto, talleres de diseño e implementaciones conjuntas. Trabajé con los gerentes de cuentas técnicos para respaldar los casos de clientes de Premiere. Realicé presentaciones de preventa con ejecutivos de cuentas y socios. Realicé presentaciones en la conferencia Microsoft TechEd / Ignite.
ARQUITECTO DE SOLUCIONES
Noviembre de 2007 - Junio de 2008
Trabajé con las partes interesadas clave para capturar los requisitos funcionales y no funcionales. Trabajé con Architectos Empresariales para producir diseños de alto nivel y diseños detallados para la solución. Realicé presentaciones a las partes interesadas clave, patrocinadores ejecutivos y personal del equipo técnico para comunicar el valor comercial de las soluciones y garantizar que los resultados estuvieran alineados con los objetivos estratégicos. Elaboré informes técnicos y capacitación técnica para el personal del cliente.
CONSULTOR DE SOLUCIONES
Marzo de 2004 - Noviembre de 2007
Responsable de convertirse en un experto en Comunicaciones Unificadas para liderar todos los proyectos, capacitar y asesorar al equipo, trabajar con equipos de ventas para cerrar negocios, realizar presentaciones y crear declaraciones de trabajo, así como solicitudes de propuestas. Produje diseños de alto nivel, diseños detallados e implementé soluciones técnicas para clientes en Nueva Zelanda y Australia. Soluciones evangelizadas en IBM y eventos de clientes.
ADMINISTRADOR DE RED CONVERGIDA
Noviembre de 2001 - Marzo de 2004
Trabajé con ejecutivos, gerentes y proveedores para mantener el entorno de Cisco Voice over IP y Cisco Network funcionando en el estado más óptimo, permitiendo que las sucursales tengan acceso ininterrumpido a los recursos de la oficina central. Solucioné problemas técnicos, escalé fallas al proveedor de soporte subcontratado y trabajé con los proveedores para acelerar la resolución. Mantuve la documentación de las soluciones y asesoré a nuevos compañeros para garantizar que la empresa contara con un buen apoyo de manera constante.
DATA CENTER ENGINEER
July 2000 - October 2001
• Global Customer Support & Infrastructure Management
In my role, I collaborated with technical experts to install, maintain, and troubleshoot collocated infrastructure for global customers at our Tier IV multi-homed Data Center. This responsibility involved ensuring the seamless operation of critical infrastructure, which was essential to our customers' business continuity and operational efficiency.
• Continuous Improvement & Uptime Management
Developed and implemented continuous improvement processes aimed at reducing the risk of outages. These initiatives were instrumental in maintaining an impressive uptime of 99.995% for our customers, exemplifying our commitment to reliability and high service standards.
• Technical Troubleshooting & Vendor Coordination
Specialized in troubleshooting technical issues across various OSI layers (physical, data link, network, and transport), I worked closely with Senior Engineers and multiple vendors to expedite resolution times. This collaborative approach significantly accelerated time to resolution, enhancing customer satisfaction.
• Professional Certification & Skill Development
Achieved key industry certifications, including Cisco Certified Network Associate (CCNA) and Cisco Certified Design Associate (CCDA), which underscore my technical proficiency and commitment to professional growth. I also became adept at using various tools, such as Fluke devices, for troubleshooting connectivity issues.
• Best Practice Implementation & Team Collaboration
Collaborated with peers at a national level to develop and implement world-class Data Center best practices. Our focus was on minimizing environmental issues and delivering the best possible customer experience. This initiative not only improved our operational standards but also positioned our Data Center as a leader in service excellence and reliability.
NETWORK ADMINISTRATOR
February 1998 - July 2000
• Network Administration & Support Leadership
In my role as a Network Administrator, I was responsible for overseeing and supporting the network infrastructure of all stores managed by the Marine Corps Community Services in Okinawa, Japan. This role required a deep understanding of network technologies and the ability to ensure seamless operations across multiple locations.
• Technical Troubleshooting & Optimization
Actively assisted store Managers in troubleshooting and optimizing their local server and inventory applications. My expertise was crucial in enabling them to complete their reports accurately and on time for monthly reconciliation, thereby ensuring operational efficiency and data integrity.
• Platform Transition & System Upgrade
Successfully led the transition of stores from a Novell-based Operating System Platform to a Microsoft OS-based platform. This transition was a key part of modernizing the IT infrastructure and involved comprehensive planning, execution, and support to ensure a smooth changeover with minimal disruption.
• Network Overhaul & Equipment Deployment
Played a pivotal role in transitioning the physical network from Token Ring to Ethernet, marking a significant upgrade in the network architecture. Additionally, I contributed to the expansion and deployment of Cisco Networking equipment, enhancing the network's performance and reliability. This upgrade was instrumental in improving connectivity, speed, and overall network efficiency.
EDUCACIÓN Y CERTIFICACIONES
UNIVERSIDAD DE MARYLAND - JAPÓN (2000)
Obtuvo una Licenciatura en Gestión de Sistemas de Información con mención en Administración de Empresas.
AWS Certified Cloud Practitioner (en progreso)
AWS Certified Solutions Architect (en progreso)
Nutanix Platform Professional (en progreso)
Cisco Certified Network Associate (CCNA)
Cisco Certified Design Associate (CCDA)
Cisco Certified Network Professional (CCNP)
Cisco Certified Internetwork Expert (CCIE) - Voice Written
Cisco Certified Internetwork Expert (CCIE) - R & S Written
Cisco Certified Design Professional (CCDP)
Cisco Certified Network Professional (CCNP)
Cisco Certified Design Associate (CCDA)
Cisco Certified Network Associate (CCNA)
Nutanix Certified Associate (NCA) - In progress
HABILIDADES
Arquitectura empresarial
Arquitectura de soluciones
Consultoría de Informatica
Ventas y preventa
Administración comercial
Presentación en público
Construcción de relaciónes
Pensamiento crítico
Desarrollo de negocios
Planificación estratégica
Entrenamiento tecnico
Mentoría
Escritura de documentos
Ingeniería de Procesos
Gestión de proyectos
"Hoy mejor que ayer. Mañana mejor que hoy".
