- Successfully forge strong relationships with key client stakeholders, resulting in increased customer satisfaction and retention.- Manage team deliverables and allocations, ensuring adherence to key processes and standards.- Collaborate with Engineering, Marketing, Sales, and Product teams to ensure customer success and drive growth.- Mentor and guide the Customer Success Team, including Project Managers, Field Application Engineers, and Application Engineers, through various stages of the projects.- Act as a key point of escalation for critical inter-departmental issues, ensuring timely andeffective resolution.

- Supported the leadership team with data analysis and the creation of various reports, utilizing data from multiple sources and tools.- Implemented an internal dashboard to present the company’s most important KPIs, using APIs to gather data and visualize it in different charts.- Managed various SIM card management systems (AT&T, Hologram, T-Mobile) forcellular data tracking and invoicing business customers. Developed an internal system togather data over the API to easily create internal reports and perform bulk operations.- Technically managed one of the internal accounts, leading technical troubleshooting andbug fixing, and updating the software on thousands of devices using tools written in Python.- Lead the development of a KPI dashboard in Kibana/Elasticsearch, for both internal andexternal use.- Collaborated with different teams to define internal processes and workflows, andadministrate different internal systems (Google Suite, Jira/Confluence, Zendesk, Skype Manager, etc.).

- Expand the department with a team in a second location (Colombia), resulting in 24/7 coverage.- Interview, hire, and train people remotely to grow the department up to 30 members in 2 different locations (15+15).- Conduct performance reviews on the members of the team, identifying areas for improvement and setting goals for growth and development.- Train internal team leaders, offer coaching, guidance, and rely on feedback to continuously improve processes and workflows.- Train SMEs to act as a technical escalation point for the most complex issues reported by customers and the internal team.- Represent the company at industry events in Europe, along with the business development team.- Keep the team on track as the company went through a merger.- Manage the migration process of the internal service desk tool from desk.com(Salesforce) to Zendesk.

- Conduct technical interviews to evaluate candidates for hiring, growing the team from 2 to 12 members.- Train new employees to get familiar with the products and offer quality customer service.- Supervise the entire Customer Care team to maintain a high level of service and ensure efficiency and productivity.- Create internal reports to keep track of KPIs and use them to make informed decisions on improving internal processes and workflows.- Maintain relationships with customers and partners to ensure good quality service. Collect feedback to identify product or feature improvements.

- Direct customer contact (B2B, B2C) for technical assistance on issues related to the Home Automation platform based on Linux, communication via email/trouble tickets and phone calls- Develop and maintain relationships with business customers for long-term collaboration- Troubleshoot logs, debug Z-Wave issues, investigate Linux (OpenWRT) and networking-related problems- Perform internal tests on company products and report bugs to the Engineering team