Jonathan Larios Email & Phone Number

Mexico City, Mexico

Mexico City

• I organized the planning of the assignment of the consulting team and projects, defining areas of responsibility, reducing the time of the recruitment process by 50%.
• I guided the complete life cycle of the client (onboarding, adoption, expansion, and renewal).
• I stimulated collaboration with all kinds of stakeholders and broader cross-functional groups from customer onboarding.
• I accelerated and strengthened communication and accompaniment with clients (internal and external).
• I analyzed current product usage and other success indicators and identify specific improvement opportunities for each customer.
• I drove the "time to value" faster, maximized adoption, and improved the overall experience for our customers through continuous improvement, stimulating the adoption of products and services, promoted constant.

Mexico

• I developed the Government model of the project and monitoring of the action plan, achieving an 80% reduction in complaints and incidents reported by clients.
• I gained the trust of clients as a focal point of contact, providing assistance and managing daily relationships, meeting commitments, and achieving 70% renewals.
• I identified expansion/up-sell opportunities (achievement of 30% global rate) by developing a long-term, high-value relationship with customers.
• I led structured success meetings (trainings, workshops, and demonstrations) with customers to review their Success Plan, usage data, product updates and/or improvements, as well as deliver clear recommendations and.
• I coordinated and escalated continuous improvement situations among different teams (Sales, Support, Development, Operations, etc.) in situations such as: non-compliance with the implementation plan, validation of.
• I provided expert coaching to customers on specific elements of the plan, respond to inbound 'how-to' inquiries, and be the bridge that falls between technical support issues, consulting services, and customers.

México

• I stimulated the post-production support service, obtaining an additional profit of 25%.
• I defined and implemented the Quality Assurance model in the projects, considering it within the project plan, achieving a 90% reduction in complaints and incidents reported by clients in the tests.
• I managed projects, identify assumptions and risks, prepare follow-up and progress documents, and manage the times and activities of the assigned resources.
• I identified and promoted the product strategy and roadmap.
• I acted as a leader within the company.
• I guide teams to adopt and follow best practices.

México / España

• I structured pre-sale proposals, according to project analysis, determining the scope of the proposal, identification of assumptions and risks, creation of the work plan, determination of times, and resources..
• I coordinated consultative presales processes, including product demonstrations, presentations, and responses to tenders for new and existing clients.
• I developed the positioning statement of the value proposition and the use cases so that the client recognizes the value and differentiates itself from the alternatives.
• I worked effectively with other stakeholder departments to ensure an integrated approach to customer service and ensure their needs are met and value recognized.
• I promoted the customer experience by being in line with the agreed objectives.
• I kept up with competitive and market developments, such as major regulatory changes and new product offerings.

Ciudad De México Y Alrededores, México

• I coordinated definition and testing workshops.
• I analyzed and defined processes, objectives, and catalogs.
• I monitored trouble tickets to resolution, analyzed incidents, reproduced customer cases in our lab, and provided summary reports to customers.
• I escalated and followed up on project incidents.
• I promoted a collaborative team environment, eliminating ambiguity in the tasks to be carried out, increasing trust in the team.
• I prepared deliverable documents, user guides, and training manuals.