Rubén Adolfo Caballero Gutiérrez Email & Phone Number

Mexico City, Mexico

With extensive experience managing accounts across Canada, the USA, and LATAM, I excel in driving customer satisfaction, retention, and advocacy. I resolve complex customer issues and align business strategies with product capabilities, ensuring long-term success. My expertise lies in managing high-value client relationships and optimizing customer engagement through strategic initiatives.Key Contributions:Managed a portfolio of 26 strategic clients in premium customer success… Show more With extensive experience managing accounts across Canada, the USA, and LATAM, I excel in driving customer satisfaction, retention, and advocacy. I resolve complex customer issues and align business strategies with product capabilities, ensuring long-term success. My expertise lies in managing high-value client relationships and optimizing customer engagement through strategic initiatives.Key Contributions:Managed a portfolio of 26 strategic clients in premium customer success across Canada, the USA, and LATAM, achieving 90%+ renewal success and contributing to stable revenue streams.Reverted three high-risk churn clients, driving an 18% increase in annual recurring revenue.Achieved an 85% positive customer health score and CSAT, while reducing necessary touchpoints by 25% through efficient communication and proactive planning.Implemented strategic success plans, resulting in significant product adoption and business alignment across North American and Latin American markets.Acted as the Voice of the Customer, delivering actionable feedback that led to three key product enhancements, improving overall client satisfaction.Collaborated with cross-functional teams to identify upsell opportunities, increasing account value by 12%.Reduced resolution time by 30% by partnering closely with the support team on high-priority issues.By leveraging my expertise across multiple regions, I ensure that clients maximize their investments while maintaining a high level of engagement and satisfaction. Show less

Mexico City, Mexico

Achieved a significant reduction in implementation time from 2-months per project to just 16 days, by implementing agile methodologies.Successfully decreased the average number of tickets after customer delivery from 15 to less than 3, resulting in improved customer satisfaction and streamlined support operations.Improved efficiency by automating documentation preparation processes using Power Automate, resulting in a reduction of preparation time from an average of 2 hours per project… Show more Achieved a significant reduction in implementation time from 2-months per project to just 16 days, by implementing agile methodologies.Successfully decreased the average number of tickets after customer delivery from 15 to less than 3, resulting in improved customer satisfaction and streamlined support operations.Improved efficiency by automating documentation preparation processes using Power Automate, resulting in a reduction of preparation time from an average of 2 hours per project to only 15 minutes.Achieved a notable increase in Net Promoter Score (NPS) from 65 to 92 in a period of 6 months, reflecting improved customer loyalty and satisfaction.Successfully decreased platform errors by implementing quality points and prior review before delivery, resulting in a more reliable and efficient service.Maintained strong customer retention rates by keeping churn below 5% monthly, demonstrating a commitment to customer satisfaction and loyalty.Achieved a collection rate of over 92% in the last 2 quarters, demonstrating effective financial management and a commitment to timely payments.Successfully grew the portfolio through upsells and contract renewals, with a monthly growth rate of more than 15%, demonstrating effective account management and sales strategies.Improved efficiency in the follow-up process by implementing automations, including alerts and emails for both internal and external customers.Standardized implementation processes throughout the area, resulting in greater efficiency and consistency across projects, and a more streamlined and professional service.Successfully reduced costs by implementing checkpoints prior to project start-up, resulting in improved project planning and financial management. Show less

Mexico City

Successfully established and led the launch of the Mexico branch for the company, resulting in expanded business operations and increased market presence.Developed and implemented distribution channels, increasing the number of active distributors from 3 to 16, resulting in improved market penetration and revenue growth.Significantly increased monthly recurring revenue (MRR) from $1k USD to $32k USD, through effective sales and marketing strategies, resulting in improved financial… Show more Successfully established and led the launch of the Mexico branch for the company, resulting in expanded business operations and increased market presence.Developed and implemented distribution channels, increasing the number of active distributors from 3 to 16, resulting in improved market penetration and revenue growth.Significantly increased monthly recurring revenue (MRR) from $1k USD to $32k USD, through effective sales and marketing strategies, resulting in improved financial performance and sustainability.Successfully established brand recognition by entering public and private reference sites, resulting in improved reputation and brand awareness.Developed and implemented a working protocol with headquarters in Bogota, ensuring effective communication and coordination across teams and locations.Closed more than 25 projects during my tenure, resulting in improved project management and successful delivery of services to clients.Adapted the company's business model to make it applicable to the Mexican market, resulting in improved market positioning and growth opportunities.Successfully processed and obtained certifications required for operating in the country, ensuring compliance with local regulations and requirements. Show less

Project evaluationImaging solutions designDevelopment of financial projectsSupplier relationshipKey account management

Naucalpan De Juárez Area, Mexico

Siemens Healthineers equipment imaging product specialist. Execution of bidding processes, project management and marketing strategies, support to sales and field staff to provide solutions in the public and private health sector.

Chihuahua Area, Mexico

Planed and corrective maintenance to imaging devices such as PET, CT, MRI, Ultra-Sound and others, also being in charge of any problem that may surge in the hospital.

Chihuahua Area, Mexico

Preventive and corrective mantenient to the medical equipent of the whole hospital, invetory management and Perssonel Training.

Certification, Finance, General

Biomedical Engineering, Biomedical/Medical Engineering

Activities and Societies: Vice Presidente Consejo Estudiantil