Juan Sebastian Rubio Email & Phone Number

- Identify necessary metrics, sources and frequency to inform business decisions and improve efficiency of the CS.- Build and evolve key reporting for the leadership team (i.e., forecasts, renew, expand, churn).- Analyze customer data across accounts to create business rules and triggers for proactive engagement with our clients.- Identify signals of at-risk clients and design a playbook to proactively drive clients back to success with our team.- Improve efficiencies through automation, additional tools and resource creation.- Manage revenue forecasts for renewals, expansion and at-risk revenue.- Partner with other GTM teams including Marketing, Partnerships, and Sales to drive alignment across the org.Achievements:- Procured and implemented 360Learning, a learning management software, with an estimated ROI of 33% and a reduction of 160 manual work hours per month for the education team.- Developed and implemented an automated user activation flow with follow-up alerts for CSMs, leveraging ActiveCampaign, Salesforce, Calendly, and other platforms, resulting in a 50% increase in client retention and usability.- Led the procurement and implementation of Matik, enabling the delivery of monthly consumption reports to clients with a 150% open rate.

Skills Developed:- Expertise in crisis management, setting priorities, managing multiple tasks simultaneously, and driving the team toward desired outcomes.- Strong communication skills, confidently delivering messages across all levels of the organization through calls, meetings, and emails.- Proficient in translating complex technical concepts into clear, actionable communication for both technical and non-technical stakeholders.- Adept at leading teams through complex technical escalations with efficiency and precision.- Proven ability to attract, hire, and retain top-tier support professionals.- Innovative mindset with a focus on identifying and leading high-impact projects that deliver value across a global organization.- Led the day-to-day operations of a high-performing technical support team, overseeing performance, schedules, case routing, and staffing needs, including recruitment and development of new talent.- Conducted regular 1:1 meetings and formal performance reviews to provide mentorship, align expectations, and foster team development.- Managed the creation and ongoing maintenance of knowledge bases to ensure up-to-date documentation for internal and external stakeholders.- Documented root cause analyses (RCAs) and ensured timely dissemination across relevant teams for continuous learning and improvement.

- 1+ Year experience working with relational databases (Snowflake and Amazon RDS)- 1+ Year experience debugging database issues- Design and implement Database level monitoring and alerting for Simetrik's PostgreSQL database stack.- Ability to work with development teams on schema, query and database design- Experience with administration, maintenance and recovery of databases - Ability to optimize Database and SQL Query performance- Ability to solve problems with programming scripts (python)- Proficient in writing and optimizing SQL statements

Bogotá, Distrito Capital, Colombia

- Assist customers with their software/hardware inquiries, basic tech support and information about products and services.- Overcome the monthly goal 4 of 4 months in operations

Micromasters Program In Statistics And Data Science

Bachelor Degree, Chemical Engineer

Winner of the award for the best undergraduate thesis in chemical engineering https://quimicayalimentos.uniandes.edu.co/es/noticia/reconoci.