Business Process Management No-Code

SteeredCustomer Support, Technical Integrations teams and Product Feature Request Management to impart a class-leading experience for our Customers. Led Customer Support, Technical Integrations, Product Feature Request Management, and Sales Support teams, achieving a 20% improvement in customer satisfaction and contributing to a 15% increase in sales growth.Conceptualized the Enterprise+ premium service, to improve enterprise customers NPS by 20% and 10% growth in revenue from high-value clients.Fostered cross-functional collaboration to define product vision, strategy, and roadmap, contributing to a 30% improvement in product delivery timelines.Increased 20% in feature request fulfillment to enhance sales support.Conducted comprehensive market research and competitive analysis that led to a 10% leads increase.Translated customer requirements into product specifications and user stories, supporting sales teams to secure a 15% increase in pipeline.Ensured timely delivery of high-quality product releases, decreasing product-related customer complaints by 30% and reducing sales cycle times by 20%.Coordinated successful product launches and marketing initiatives, resulting in a 20% increase in product adoption and a 15% increase in sales.Conducted regular customer interviews with Customer Success teams, gathering insights that contributed to a 10% increase in product enhancements and a 15% improvement in sales and renewal strategies.Boosted customer retention rates by 15% through exceptional Enterprise+ support and unique onboarding experiences, driving an increase in recurring sales.Identified and resolved customer issues effectively, reducing product-related customer complaints by 30% and contributing to an improved sales support experience.Monitored and optimized critical metrics, resulting in a 15% increase in customer satisfaction, a 10% increase in onboarding completion rates, and a 20% increase in customer retention rates.

Provided strategic leadership and project governance for an application project portfolio worth multiple millions of dollars, successfully supporting a population of 23k+ employees across the United States and Canada.Strategically supervised project execution teams to ensure the timely and cost-effective completion of projects, saving the company over $250K in project costs.Led a diverse team of 50+ PMO resources located across the United States and India, effectively implementing SAP SuccessFactors’ Employee Central and talent modules, increasing efficiency by 30%.Supported the Enterprise IT PMO by introducing processes and procedures within technical IT delivery teams, incrementally applying Agile methodologies and improving project delivery speed by 20%.Leveraged Six Sigma methodologies to capture business priorities and define continuous improvement programs post go-live, resulting in a 15% improvement in operational efficiency.Oversaw the implementation of a Human Capital Management project portfolio and strategy, including applications such as SAP SuccessFactors, SAP Payroll, UKG Kronos Dimensions, among others, worth over $3 million, targeting a 25% increase in HR efficiency.

Championed business transformation through organizational design, leading the Center of Excellence, Business Development, and Pre-Sales teams, thereby creating robust HR enterprise solutions to address customer business challenges.Cultivated a global, customer-oriented team across USA, EMEA, and Latin America, effectively overseeing the customer lifecycle from service positioning to renewals, resulting in a 15% increase in customer satisfaction scores.Synchronized customer requirements with product management teams, fostering the creation of solutions through continuous improvement and customer's innovation, which drove a 20% increase in solution adoption.Accelerated subscription growth by 33% in 2020 and expanded the sales pipeline by 150% through the introduction of a new value proposition and thought leadership strategy.

Service Delivery acts as the voice of the customer internally, functions as the catalyst for customer experience improvement initiatives and champion of service delivery excellence. We drive SuccessFactors customer satisfaction by holding delivery teams accountable to meet customer SLAs, and partner cross-functionally to drive continuous improvement.

Engineering Architects define the risk mitigation plan according to Active Global Support engagement model with MaxAttention customers based on a profound understanding of the customer situation including core business processes, system landscape, organizational structure, support organization, and company goals.

Responsible for SAP Andina y del Caribe AGS processes.