As the Head of Customer Success, I lead a team of Customer Success Managers and define and implement all methodologies and KPIs for the department. My role focuses on ensuring our customers achieve maximum value from our platform, driving customer satisfaction, retention, and revenue growth through strategic relationships with key accounts.I oversee the development of processes and metrics that enhance the customer experience, reduce churn, and identify expansion opportunities. Analyzing data and customer feedback ensures our strategies are proactive and aligned with client needs. Additionally, I collaborate closely with sales, product, and operations teams to drive continuous improvement and company growth, ensuring seamless onboarding and long-term customer success.

Establish and maintain strong relationships with clients, in most cases, acting as their primary point of contact and advocate within the organization. Understand the client’s goals, objectives, and challenges, and provide guidance and support to ensure successful delivery of their projects. Collaborate with clients to define project requirements, scope, and timelines, ensuring alignment with their business objectives. Offer expertise and guidance on best practices, industry trends, and potential solutions to help clients achieve their desired outcomes. Provide ongoing support and guidance to clients throughout the project lifecycle, addressing any concerns or issues that may arise. Conduct regular check-ins and status updates with clients to gather feedback, assess satisfaction levels, and identify areas for improvement. Collaborate with internal teams to resolve any client issues or escalations, ensuring timely and effective resolution. Act as a bridge between the client and internal teams, facilitating communication and ensuring alignment on project goals and expectations.

Combine technology, processes, and people in a comprehensive and scalable customer success program. Work with customers to maximize their value and achieve their desired business outcomes from products and services. Help companies achieve higher customer satisfaction ratings through data-driven policies and campaigns that maximize the value customers derive from products. Work closely with business development to align on strategies, renewal forecasting, coverage plans, and account opportunities.

Provided leadership to the entire team, focusing on developing an inclusive workplace that maintains Degusta's Culture and Values, representing Degusta Venezuela with the product and marketing teams to ensure market interests are reflected in product development and acting as an external spokesperson and representative in the market. Manage operations, develop business and increase profitability. This involves taking responsibility for profit, revenue, cash, and quality targets. Delivering the highest standards of customer service. Recruit staff and monitor performance.

As a member of the Support organization, my focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, I’m responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues. Coordinate tasks between all Cloud Managed Service Teams, and guarantee the commitment of the Service level Agreement and P&L. Considered the lead customer liaison for Banesco Banco Universal (Venezuela) and Banesco Seguros (Dominican Republic & Venezuela), top-revenue Support accounts, and will attend one-on-one meetings with representatives of the strategic accounts. Responsible for managing internal projects, such as creating internal training curricula and schedules, presenting across lines of businesses, identifying and driving productivity improvement opportunities, coordinating, preparing and qualifying Premier Analysts for Customer Visits and employee mentoring.

Manage complex new product implementation and executions. Provide both technical and business leadership to multi-functional new product teams and lead them to deliver initiatives that provide the highest possible ROI for the Company. Reduce execution times and system costs through the promotion of consistent work practices, efficient use of assets and strategic planning. Ensure that teams adequately analyze data, design in contingencies, communicate and get buy-in from Management on risks associated with their projects. Expand the Company’s Project Management capabilities by providing "project management process leadership" to the project management function as well as the businesses that are supported. Coach and mentor other team leads in project leadership.

Responsible for delivering and launching a new System Web based to manage electronic health record (EHR) or also known as electronic patient record (EPR) and driving day-to-day issues resolution in order meet the technology requirements. Research, evaluate, recommend and potentially implement new technologies, features, services and equipment to best support current markets’ needs. Ensure that the team meets project objectives and deliverables on-time and within budget. Manage work integration, scope, expectations, quality, time, cost, risk, procurement and communication for the team and stakeholders. Lead and oversee the design, development and implementation phases of the project, coordinated with the stakeholders. Establish, maintain and encourage high quality standards.

Responsible to increase the network coverage adding up E1s to the UMTS platform, and in parallel migrating the technology from UMTS to IP.

• Establish a robust procedural infrastructure in all sections of the organization• Continuously examine and optimize existing working processes and methods• Develop new business processes and methods• Oversees the management of IR&D projects to ensure they are completed on time and within budget• Performance analysis: o Characterizing and defining performance metrics to the various sections within the organization o Provide analytical support for decision making• Provide analytical input in the study planning to enhance projection and create more realistic management expectations• Support all operational information needs of the study management• Identify any infrastructural gaps and initiate comprehensive solutions

• Coordinate all the activities within Manufacturing and Laboratory to comply with the commitments to FDA after the Consent Decree.• Develop and maintain detailed site schedule and resource utilization plans on Primavera 5.0. • Coordinate all the activities to implement a Quality Management System (QMS).• Support essential project management, execution and control strategies required to successfully implementing this very vital and complex project within the required timeline and budget requirements.

• Liaison with Commercial, Donor Site and Humacao Senior Management.• Develop and maintain detailed site schedule and resource utilization plans on Microsoft Project. – 12 Products (RX/Clinical/OTC/Cosmetics)• Work with work stream Leads / Team Members to ensure project parameters are developed and defined: Scope, Schedule, Cost and Project Execution Plan (PEP).• Identify and track the critical path of the overall GPD transfers or new launches; advise management on priorities, forecast completion dates and deviations from the planned activities.• Communicate project objectives, goals, issues and scope through out the project life-cycle to site team and Corporate.• Preparation of weekly and monthly reports to provide full visibility of the progress achieved ("S" curves).• Provide visibility and assist in the management of project interdependencies, verify and check logical constraints between internal activities and external constraints.

• Provide project controls expertise in the form of schedule to control and management the Puerto Rico site based team and coordinate schedule functions with a central team based in California and other manufacturing sites around the world. – Receiving over 100 RX Products from 13 Sites.• Support essential project management, execution and control strategies required to successfully implementing this very vital and complex project within the required timeline and budget requirements. • Responsible for schedule development, maintenance and monitoring of the site based team’s progress. • Prepare schedule reporting methods for the site based project team, interfacing business functions, site leadership committee and centrally based Valeant Senior Management.• Communication and coordination regarding schedule interdependencies with other manufacturing sites around the world and with the central team are essential to assure successful implementation of the “SMP” Program.