As a Customer Success Specialist Leader, I lead a team of dedicated professionals who help our clients achieve their business goals through our products and services. I am responsible for coaching, mentoring, and developing my team members, as well as overseeing the quality and efficiency of their work. I also collaborate with other leaders and stakeholders across the organization to ensure alignment and synergy. My role requires strong communication, problem-solving, and leadership skills, as well as a passion for customer satisfaction and success.

Acted as primary point of contact for BMC’s most strategic and critical Premier Support customers in the Americas region to ensure excellence in service delivery. Coordinated efforts across internal business units including Customer Support, Engineering, Professional Services and Product Management to ensure customer objectives are attained. Achieve a high level of customer retention and success focusing on value delivery and customer outcomes.

Acted as primary point of contact for BMC’s most strategic and critical Premier Support customers in the Latin America and US region to ensure excellence in service delivery. Coordinated efforts across internal business units including Customer Support, Engineering, Professional Services and Product Management to ensure customer objectives are attained. Achieve a high level of customer retention and success focusing on value delivery and customer outcomes.

Managed all post-sales activity for BMC’s top strategic customers in the Americas region. Consulted and negotiated with customer managers, directors, and executives to understand and document customer needs, objectives and feasibility of requests. Partnered with the customer (up to the VP level) to establish a transformational Business Roadmap/Blueprint to ensure achievement of business goals and ensure business value realization (Customer Success Plan)

Managed the Customer Service Management globally focused on the Request Fulfillment of IT Services for all the Honeywell Business Groups• Developed, documented and Implemented the Service Request Fulfillment Management process aligned to ITIL Best practices for the Collaboration, Desktop, Mobility, MACD and Print Services globally• Assisted in the Re-Organization of the Honeywell IT Services Organization to implement ITIL Best practices• Assisted in the development of the yearly Organization Strategy, Key Performance Indicators, Critical Success Factors, Goals and Objectives• Established and maintained professional relationships with internal customers to better anticipate and satisfy their needs

Managed the IT Order Management Team for the US Region focused on managing the Infrastructure Service Request (ISR) Process for all the Honeywell Business Groups in the US region. • Assisted in the development of the yearly Organization Strategy, Goals and Objectives• Active member of the Global Solution Delivery leadership team in charge of the implementation of Lean Manufacturing Principles (HOS) across the organization with the objective of reducing costs, continuously improve current processes, reduce waste and improve customer satisfaction.• Established and maintained professional relationships with internal customers to better anticipate and satisfy their needs• Established and maintained vendor relationships to better anticipate and resolve issues or delays on project implementations • Provided coaching and mentoring to ISR the Project Leaders.• Monitored Key Performance Indicators and assisted the team members on any problems or escalations that may affect the implementation of the projects on a timely manner• Provided on-boarding training to new members of the Order Management team

Responsible for transforming customer business requirements into technical solutions that outline detailed implementation tasks, supplier responsibilities, and cost. The complexity and variability of these solutions went from seemingly simple storage additions to exceedingly complex SAP implementations, refresh and consolidation projects.• Developed ~200 technology Solutions for different IT Projects for all the Honeywell Business Groups (Specialty Materials, Transportation Systems, Automation and Control Solutions, Aerospace and Corporate). All of the solutions were based on the existing corporate enterprise infrastructure and standards.• Participated on multiple SAP Projects for Aerospace, Transportation Systems, Specialty Materials and Corporate• Assigned as Single Point of contact for all the SAP projects for the Transportation Systems Business Group. • Assisted in the strategy and planning of the new SAP implementations, refresh , Disaster Recovery and consolidation projects for the Aerospace, Specialty Materials and Transportation Systems business groups• Provided coaching and mentorship to the Junior Solution Engineers to ensure quality of technical solutions while meeting customer need dates• Developed and led technical training sessions with the Order Management team to ensure that all the Project Managers had all the necessary technical knowledge to drive the implementation part of the projects

Assigned as Technical leader of the pre-sales consultant team for Pemex, one of the largest accounts in the Energy/Oil & Gas Sector for Sun Microsystems globally. Participated in multiple multi-million SAP Infrastructure projects for Pemex Gas & Petroquimica Basica including several SAP modules implementations, Unicode conversion, SAP R/3 upgrade and consolidation. Led technical presentations of new Sun products and solutions to customers with multiple technical backgrounds and from all levels of the organization.