Bruno Mercado Email & Phone Number

Amsterdam, Nh, Nl

- Drive customer retention and expansion by developing strategic relationships with key U.S.-based clients, leading to increased revenue and profitability.- Own the customer journey, from onboarding through renewal, ensuring high levels of customer satisfaction and loyalty.- Proactively analyze customer needs and work cross-functionally to offer tailored solutions, improving overall service delivery and aligning offerings with client goals.- Oversee and ensure adherence to SLAs by managing incidents and coordinating with internal teams (engineering, support) to resolve issues in a timely manner.- Collaborate with sales and product teams to upsell and cross-sell services, driving growth and adoption of IT Managed Services, Software Development, Staff Augmentation, and Robotic Process Automation (RPA).- Lead a team of customer success managers and support staff, aligning their efforts to company goals and ensuring high performance and successful client outcomes.- Develop and present strategic reports with KPIs, customer feedback, and growth forecasts to the executive team (CEO and COO), influencing decision-making and long-term planning.- Partner closely with the CEO and COO to shape company strategy and direction, contributing insights from customer interactions and market trends to guide business decisions.- Regularly visit key clients in the U.S., strengthening relationships, facilitating negotiations, and ensuring the alignment of service delivery with customer needs and expectations.

Remote

- Managed a portfolio of U.S. clients, ensuring consistent communication and building strong, long-term relationships to understand business challenges and propose IT solutions.- Negotiated contracts and pricing agreements to maximize company profit while providing value to customers.- Worked closely with operational teams to ensure delivery of services met client expectations, managing client expectations and resolving issues to uphold service quality.- Monitored account health, ensuring that SLAs were met, and used data-driven insights to improve performance and identify upsell opportunities.- Led and managed a team of account managers, coordinating their efforts to achieve company goals and maintain high levels of client satisfaction.- Responsible for tracking and reporting on sales data, pipeline growth, and operational KPIs to ensure alignment with company targets.- Provided clients with tailored consultative advice, helping them optimize their use of IT Managed Services, Software Development, and other offerings.- Delivered monthly and quarterly business reviews to customers, highlighting progress, performance against KPIs, and new opportunities to deepen the partnership.

Mexico City, Mexico

· Responsible to grow company’s revenue from customers in Mexico and the United States, while ensuring customer satisfaction.· Elaboration of proposals and contracts negotiation of the different services of the company to maximize the company profits with these business agreements.· Elaboration of reports with metrics and analysis of the operational and commercial areas for company C- levels.· Responsible to manage and lead a team of 8+ employees.· Responsible for building and maintaining strong client relationships, understanding the client needs and satisfying them by achieving a high-level customer satisfaction, and creating win-win relationships.· Collaboration with internal departments to deliver the services on time and with high quality.· Responsible for tracking sales data, growth of sales pipeline and operational KPI`s.· Benchmarking analysis elaboration of the competition in technology industry.· Experience in Presales of the company services.· Vendor Management: registration, negotiation, and operation.· IT Company Services for United States and Mexico: Staff Augmentation, Technology Recruitment, Robotic Process Automation.

Mexico City, Mexico

· Implementation of advertising and recruitment campaigns.· Community Management in social media.· Vendor Management for marketing services like website creation and material design (videos or photos).· Benchmarking analysis elaboration of the competition in security industry.

Mexico City, Mexico

· Responsible for customer service and resolving inquiries about the different Samsung products.· Responsible for promoting and demonstrating the benefits of Samsung Products (Galaxy smartwatch, smartphone, tablets, and gadgets) to increase sales.· B2C experience.

Querétaro

· Responsible for attending and resolving problems of gym members, instructors, and cleaning employees. · Inventory management and elaboration of reports about food and beverages, merchandising, products, and gym equipment.· Registration of new gym members in system database and generation of biometric access.· Responsible for managing the petty cash for membership payments, product sales, supplier, and instructor payments.· B2C experience.

Master Of Business Administration - Mba

Activities and Societies: • President 2024-2025 ASSEMBLÉE GÉNÉRALE - EMLYON INTERNATIONAL MBA CHALLENGE CLUB (EIMCC)Ranked #10 European.

Bachelor'S Degree, Marketing