Alejandro Pico Email & Phone Number

Los Altos, California, US

New York, New York, US

After reaching over 11 years of tenure at Avature, a SaaS platform for recruiting and Talent Management, from its startup days with 40 employees to over 1,500, I was responsible for cultivating strategic relationships with key stakeholders from global enterprise customers with over 10K employees. I thrived on being both strategic and pragmatic. I managed.

New York, New York, US

• After succeeding in Account Management, I embarked this role to enhance the business aspects of Marketing. This involved ownership of lead generation, process optimization, and managing global events & webinars (annual.
• Led a high-performing team in planning and executing annual User Conferences in the US, UK, China and Australia, as well as 50+ global sponsored events every year. This included the definition of event agendas.
• Successfully pivoted to virtual conferences during 2020 in response to the pandemic, reaching 800+ attendees with zero budget.
• Partnered with a key stakeholder at Delta Air Lines to establish virtual monthly customer meetups which attracted 400+ attendees in 2 years, boosting engagement.
• Managed the execution 20+ webinars annually (content for landing pages, marketing plans and campaigns across social media, online advertising, email marketing, return on investment reporting, on-demand webinar.
• Increased RFPs bids by 500% in only 1 year (moved from a reactive to a proactive approach).

New York, New York, US

• After successfully leading the Technical Support Team, I was offered the opportunity to create the Customer Success / Account Management department from scratch to reduce customer churn. This initiative involved.
• Achieved a 300% team growth in two years by recruiting new members in Argentina, Spain, China and Australia. The team expanded to 80+ AMs globally. Managed onboarding and mentor programs for new joiners. Increased.
• Surpassed USD 1MM upselling target within the first year, while achieving a 30% reduction in client churn.
• Undertook a successful US road trip to visit key Fortune 500 customers, generating over USD 100K in revenue, surpassing the team's target.
• Delivered personalized consultancy services to the biggest Tier 1 clients, including top Fortune 500 companies, ensuring tailored support for their bespoke solutions.
• Implemented Quarterly Business Review (QBR) meetings, ensuring client relationship health and assessment.

New York, New York, US

• Managed a team of 20+ global reps (in Argentina, Spain, China and Australia) who maintained an outstanding 98% Customer Satisfaction Score (CSAT).
• Led the development of the company's first customer support portal and incident reporting platform, ensuring compliance with SLAs.
• Served as the first point of contact for customer escalations, and led some of these alongside the CEO and VP of Operations.
• At the time the company did not have the Account Management department, so I was actively involved in onboarding new clients, ensuring a smooth transition and demonstrating the Customer Service model and processes.
• Led hiring interviews, onboarding of new members, ongoing training and performance reviews. I also conducted weekly team meetings, keeping the team informed and aligned with product updates and new technologies.
• Spoke at the Avature User Conferences in the United States and the UK, delivering presentations aimed at enhancing the understanding of Avature's functionality and fostering global collaboration with clients

New York, New York, US

Played a vital role at Avature in its startup phase with 40 employees, ensuring our SaaS HR technology not a technical obstacle. By resolving technical challenges and bugs, I demonstrated strong problem-solving and analytical skills. I Acted as a liaison between technical teams and customers, fostering trust and collaboration.

Armonk, New York, NY, US

• After demonstrating a solid commitment to customer success as a DS, I was promoted to manage a team of 20 district specialists, overseeing complex service requests and escalations within at least 40 US states:
• Collaborated closely with the General Motors International Site Manager to resolve specific business critical escalations involving GM customers.
• Successfully managed customer escalations involving potential product litigations, safeguarding company interests and maintaining high-quality service standards.
• Built comprehensive performance reports and targets for each team member. Ensured a data-driven approach to performance evaluation, setting and exceeding targets. Promoted a culture of continuous improvement.

Armonk, New York, NY, US

• Promoted based on my customer skills, I assumed the role of District Specialist at IBM, taking charge of the dynamic territories of New York and New Jersey. My responsibilities included managing Tier 1 escalations.
• Cultivated exceptional relationships with vehicle dealership owners within my assigned territory, showcasing strong negotiation skills. Secured deals and discounts beneficial to both the company and customers, gaining.
• Consistently exceeded Customer Satisfaction (CSAT) targets, recognized as a top performer. Proactively resolved issues, earning the highest annual bonus levels.
• Employed communication and resolution strategies to prevent numerous cases from escalating to the legal department. Safeguarded company interests and reinforced trust and satisfaction within the assigned territory.

Armonk, New York, NY, US

• My critical eye and attention to detail earned me a promotion to this role. Here, I embraced a leadership position as a super coach, providing hands-on guidance for Tier 1 agents' interactions with customers.
• Ensured agent's adherence to Policies and Procedures (P&P), significantly enhancing the efficiency of customer support operations.
• Delivered constructive feedback to over 50 agents, prioritizing continuous improvement. Elevated individual agent performance, leading to an overall improvement in customer service quality.
• Performed a meticulous evaluation of customer engagements and QA, assessing communication skills, issue resolution, and adherence to company guidelines. Cultivated a culture of continuous learning and refinement within.

Armonk, New York, NY, US

• As a Tier 1 Agent, I embarked on my first-ever experience in providing support to US customers from General Motors vehicles in this B2C model.
• Delving into the American customer service culture, I honed my English skills significantly, handling an average of 20 inbound calls per day.
• Developed a keen understanding of data privacy management, safeguarding customer information and respecting sensitivity when working with vehicle dealerships, crucial in a customer support role.
• Utilizing Siebel CRM, I meticulously documented all interactions with customers. This ensured a smooth workflow and provided crucial information accessible to various stakeholders, including corporate leaders.
• Recognized for the quality of my interactions and documentation, I earned a promotion to support luxury brands (Cadillac, Hummer) alongside main brands like Chevrolet and Buick. Demonstrated commitment to delivering.

Marketing Mba (Academic Cooperation With The State University Of New York), Business Administration, Management And Operations

Digital Marketing Course, Marketing

Foreign Trade, Business/Commerce, General

High School Diploma In Economics And Business Management, Business Administration And Management, General