In my current role, I have successfully implemented a Customer Success Operating Model that aligns with our recurring revenue strategy. This strategic initiative has significantly enhanced the synergy between our customer support, onboarding, and customer success operations, resulting in an effective onboarding process that ensures full adoption of our tool, thereby expanding and solidifying customer accounts, facilitating renewals, and notably improving our churn rate.Key Achievements:Significant Churn Reduction:Reduced annualized churn rate from 68% to less than 30% from Q1 2024 to Q3 2024 through the established processes, enabling the company to secure a seed round of funding.Implemented Customer Success Operating Model:Aligned with our recurring revenue strategy, this model has streamlined operations across customer support, onboarding, and customer success teams, leading to enhanced customer satisfaction and loyalty.Led Three Teams:Oversee the Onboarding Team, Customer Support Team, and Customer Success Team, ensuring cohesive and efficient operations.My efforts have not only improved customer retention but also positioned our company for sustainable growth and investment opportunities.

I played a pivotal role in transforming our sales operations by creating and adapting a predictive and consultative sales model. This strategic initiative was key in driving exponential growth for the company, increasing our annual recurring revenue (ARR) from $300K to $1.2M, achieving a 3X year-over-year growth.Key Achievements:Predictive and Consultative Sales Model:Developed and implemented a sales model that significantly enhanced our forecasting accuracy and customer engagement, leading to substantial growth in MRR and account acquisition.Exponential Growth:Achieved a 3.5X increase in MRR and a 3.75X growth in active accounts in 2023, underscoring the effectiveness of our sales strategies and operational improvements.Following these accomplishments, I was promoted to Customer Success Manager, where I continue to contribute to the growth and satisfaction of our clients.

As a Senior Account Executive at Mercately, I led the coordination and development of regional SAAS sales in Latin America and the USA, driving growth and operational efficiency.•Significant Growth in Active Accounts: Successfully grew our active accounts by 1.75X in the first half of 2023, a testament to our team's agility in adapting to market changes and our continuous effort to refine our sales and operational strategies.•Increased active accounts by 77% during Q3 and Q4 2022: Achieved through a meticulous assessment of current team processes and procedures, identifying key opportunities for improvement, and implementing strategic enhancements to our sales operations.•Data-Driven Sales Strategy: Leveraged extensive tracking and analysis of sales statistics based on KPIs to propose and implement effective sales process improvements, optimizing our approach to market demands and operational efficiency.•Customer Onboarding and Support: Advised customers on Standard Operation Procedures, ensuring a smooth implementation and integration process, thereby enhancing customer satisfaction and long-term loyalty.Promoted to Sales Operations Lead in July 2023, I continue to build on these foundations, driving forward our sales operations with a focus on strategic planning, operational excellence, and market expansion.

Developed new HR SAAS business in Ecuador, Bolivia and Venezuela.•Participate in the entire sales cycle with SDR’s and BDR’s developing 150 sales opportunities and 15 new accounts in Q2 2022.•Have a 360 view of the SAAS business to drive the company’s key accounts to an ideal upselling and cross-selling environment.•Manage business relationships with key accounts.•Align product, operations and marketing resources to generate new business opportunities.

Manage customer portfolio in the English EdTech and assessment industries.•Increased sales of ELT EdTech & assessment products by 53% in 2020 and 56% in 2021 in Quito, using a new consultative selling approach. •Train English language teachers in the methodology and use of CUP EdTech products•Provide feedback to the sales manager on new market trends and needs.•Update business intelligence dashboards in Salesforce and Power BI.

Assist in the development of the annual marketing plan detailing responsibilities and objectives.•Develop new business strategies to meet sales quota and revenue objectives.•Create and update business intelligence dashboards in Salesforce.•Assist the field sales team in their different requirements to optimize their performance.•Implementation of the NPS score in the post-sales cycle to meet quality standards.

Process leads and sales data of sponsoring companies at the PBR events in Canada.•Upload and process data in Salesforce to create MQL reports, over 80k leads processed.•Use Salesforce to evaluate BTL marketing campaigns and ensure they meet the quota.•Assist the marketing team in setting up the stands of the BTL activity in 15 different cities.

Advise customers on the products and services, efficiently satisfying their needs.•Received 95% satisfaction rating from customers after completing their visit.•Identify new business opportunities with new existing customers, meeting upsell quota.•Kept records of customer interactions, processed customer accounts and filed documents in the CRM systems.•Effectively managed approximately 60 incoming clients daily.

• Develop good relationships with corporate customers to maintain a high level of service and retain their loyalty.• Comply with customers by respecting established budgets, payment agreements and estimated product delivery dates.• To develop and review purchase agreements.• Achievements: Sold $250,000 in promotions for GlaxoSmithKline.

- Prevent and respond to aquatic emergencies.- Recognize and respond quickly and effectively to emergencies and prevent drowning.