The Customer Success Collective exists to create a space to help individuals and organizations drive company-wide alignment around customer success as the scalable, sustainable source of business growth

I work with customers in the LATAM and US regions, driving growth and retention through innovative post-sales strategies. My main objectives and achievements include:- I redefined the customer onboarding process by creating effective support content and providing daily technical support through Zendesk. This significantly improved customer satisfaction and reduced resolution times by 25%.- Responsible for managing failed payments, I implemented effective strategies that reduced… Show more I work with customers in the LATAM and US regions, driving growth and retention through innovative post-sales strategies. My main objectives and achievements include:- I redefined the customer onboarding process by creating effective support content and providing daily technical support through Zendesk. This significantly improved customer satisfaction and reduced resolution times by 25%.- Responsible for managing failed payments, I implemented effective strategies that reduced outstanding payments by 30%, efficiently closed accounts, and developed recovery programs resulting in an 80% retention rate for affected customers.- Implemented post-sales processes, including personalized training and adoption strategies, resulting in a 20% increase in customer retention and proactive prevention of churn.My responsibilities includes:- Managing 70 clients in the LATAM & USA region (Spanish, English & Portuguese Fluent).- Post-sales processes, including training, adoption strategies, and retention to prevent customer churn.- Customer onboarding process, drafting support content, daily technical support on Zendesk.- Internal reports and monthly KPIs.- Also responsible for managing failed payments (contacting failed payments, closing accounts, and creating strategies to recover customers).- Qualification calls (consultative sales) and product demos to potential customers (inbound). CRM management. Show less

100% remote freelance position for startups in LATAM - US - EU. - Customer management in the Spanish and English-speaking regions. - Post-sales processes, including training, adoption strategies, and retention to prevent customer churn. - Customer onboarding process, drafting support content, daily technical support on Helpscout. - Internal reports and monthly KPIs. - Also responsible for managing failed payments (contacting failed payments, closing accounts, and… Show more 100% remote freelance position for startups in LATAM - US - EU. - Customer management in the Spanish and English-speaking regions. - Post-sales processes, including training, adoption strategies, and retention to prevent customer churn. - Customer onboarding process, drafting support content, daily technical support on Helpscout. - Internal reports and monthly KPIs. - Also responsible for managing failed payments (contacting failed payments, closing accounts, and creating strategies to recover customers). - Qualification calls (consultative sales) and product demos to potential customers (inbound). CRM management (HubSpot). Show less

Supervised 15 team members.- Opening and launching the brand in a new gastronomic hub. - Management, leadership, and team building, including hiring and continuous training of staff, coordination, and supervision of team tasks to ensure service quality. - Implemented control procedures for work hours, inventory, supplier payment analysis, and cash flow projections. - Management of the commercial and marketing area: corporate client management and prospecting; collaboration… Show more Supervised 15 team members.- Opening and launching the brand in a new gastronomic hub. - Management, leadership, and team building, including hiring and continuous training of staff, coordination, and supervision of team tasks to ensure service quality. - Implemented control procedures for work hours, inventory, supplier payment analysis, and cash flow projections. - Management of the commercial and marketing area: corporate client management and prospecting; collaboration with the marketing team to execute specific campaigns for acquiring new clients. - Reduced food costs by 33% by effectively improving inventory procedures and reducing spoilage levels. - Maintained high customer service standards during high-volume and fast-paced operations. - Developed, evaluated, and implemented strategies to ensure the company's success. Proposed new policies to generate increased revenue for the company. - Established business objectives and designed strategies, organizing commercial resources to promote these objectives. Show less

Supervision of 11 team members. - Management and leadership of work teams, including hiring and training staff, coordination, and supervision of bar tasks to ensure service quality. - Recording phone and in-person reservations. - Providing information on beverages, dishes, and snacks. - Organizing bar materials and tools. - Preparation of breakfasts/brunch/waffles/specialty coffee. - Recording and placing orders with suppliers. - Taking drink orders, either… Show more Supervision of 11 team members. - Management and leadership of work teams, including hiring and training staff, coordination, and supervision of bar tasks to ensure service quality. - Recording phone and in-person reservations. - Providing information on beverages, dishes, and snacks. - Organizing bar materials and tools. - Preparation of breakfasts/brunch/waffles/specialty coffee. - Recording and placing orders with suppliers. - Taking drink orders, either through waitstaff or directly at the bar. - Adherence to applicable health policies regarding the handling of beverages and food. Show less

Responsibilities: - Management and maintenance of order in the establishment.- Presentation and marketing of wholesale items.- Friendly interaction and assistance to customers to retain the current customer base and expand it.- Learning and adaptation in busy work environments.- Cash register tasks, including handling cash/card transactions and using the POS system.- Administrative tasks related to closing the cash register, managing cash flows, etc.