Candy Rivera Email & Phone Number

Costa Rica

After 2 successful years leading the Customer Success Products team, I’ve been entrusted with spearheading the CX strategy by merging CS Products and Business Operations functions into a single Customer Success and eXperience (CSX) team.My responsibilities now include devising our annual CSX strategy and roadmap and aligning it to our customer journey map to uncover new avenues for operational efficiencies and elite customer experience. I lead a dedicated team of Product, Data, and Business Analysis professionals with the mission of placing CX at the forefront of everything we do ensuring that every strategy, every innovation, and every decision propels us toward setting new benchmarks in customer satisfaction and operational excellence.

San Jose, Costa Rica

I built a team of Product and Data professionals driving the creation and successful launch of a company-first Business Intelligence platform. This platform was a game-changer, ensuring unparalleled data reliability and accessibility for the Customer Success (CS) organization. Simultaneously, I championed the overhaul of our customer reporting systems, transforming them through standardization, design innovations, and automation.These initiatives collectively revolutionized our operations, slashing manual labor efforts by up to 90%, elevating customer satisfaction, and generating significant cost savings—nearly $80K in the first six months and projected savings of $550K over three years.I also led the implementation ‘Product Readiness’ framework, a strategic initiative for a proper CS and Product handshake. This framework establishes clear exit gate criteria and milestones for each Product Development phase, and the necessary technical enablement and documentation for CS teams and for customers. My tenure has been marked by a collaborative spirit, spearheading projects that spanned across Product, Engineering (Data), Marketing, and Operations. My efforts not only underscored my leadership and strategic vision but also demonstrate my commitment to driving innovation through technology to achieve efficiency and enhance customer experience.

San José, Costa Rica

As the founder and director, I guide a team of over 15 professional volunteers from diverse fields such as Psychology, Social Work, and International Business, united by our mission to support teenagers and young adults suffering from depression and other mood disorders, with the ultimate goal of preventing suicide.Since our inception in 2019, we have made a tangible difference in the lives of over 120 young individuals through our Psychological Therapy Program, delivering upwards of 1,000 therapy sessions, all financed by grassroots fundraising efforts. Our work exemplifies the power of community support, demonstrating how ordinary people can make an extraordinary impact on the lives of those battling mental health challenges.

San Jose, Costa Rica

* Worked with cross-functional teams including UX, product architects and developers to ensure the success of the Managed Security Services internal portal and its reporting interface - which enabled services teams to deliver value to security customers. * Primary responsibility was to understand customer needs and internal users’ pain points, as well as business goals to identify and prioritize new features and feature improvements.

Costa Rica

* Worked with customers, internal users, UX, product architects and developer teams to design, develop and launch a brand new internal Portal and Reporting interface that enable Security Services global teams to deliver a consistent experience to customers. Responsibilities included:* Collect, process, and prioritize feedback through epics and user stories. * Create product mockups for portal dashboards and reports. * Support development and services teams through User Acceptance Testing phases.* Develop user guides.

San Jose, Costa Rica

* Supported top tier security customers for DDoS and Web App Security solutions. Industry range included Finance, Commerce and High Tech. Responsible for ensuring customer success through the integration and tuning of their security products, and through security incidents and events.* Provided coaching to a cross-functional team of Security Technical Project Managers in the Americas.* Designed and launched a Soft-Skills Training Program for the Americas Security Services Team.* Led global initiatives related to documentation of processes, methodologies, and best practices for the global Security Services team, as well as the creation of a Change Control Board for process change management.

San Jose, Costa Rica

* Supported DDoS and Web App Security customers. Responsible for ensuring customer success through the integration and tuning of their security products, and through security incidents and events. * Contributed to the documentation of global processes, methodologies, and best practices for the new Security Services project management role.

San José, Costa Rica

*Successfully delivered Software Development Projects within scope, time, and budget constraints.*Business requirements documentation. *Solution design and database modeling (Oracle). *Product development (Oracle Developer Forms and Reports). *User training and support.