Apr 2019 – Feb 2022 · 2 yrs 10 mos · México, LATAM

• Responsible for onboarding new customers post sale, drive execution of product vision, capture key learnings, resolve issues, and help customers reach their goals with Rackspace
• Manage portfolio growth; prevent churn and decline, and identify opportunities for growth
• Develop and maintain the relationship with customers to drive revenue growth through effective communication
• Proactively deliver value to customers through ongoing use and optimization of existing products.
• Partner with the Business Development team to support services implementation pilots
• Manage customer onboarding to ensure deployment goals are met, owning & managing deployment plans
• Serve as the product consultant and subject matter expert on Rackspace processes, procedures, and policies during the term of the relationship.
• Proactively prescribe pilot success metrics and integration test plans
• Conduct periodic strategic relationship reviews to build strong and lasting relationships with clients and team alike
• Monitor and ensure the quality of integration and parity; initiate/manage transitions to latest integrations.

Sep 2018 – Mar 2019 · 6 mos · Ciudad de México y alrededores, México

• In collaboration with Altán Redes Business Development and Product, manage the full lifecycle of the onboarding an enterprise customer and ensuring delivery success
• Responsible for onboarding new customers post sale, drive execution of product vision, capture key learnings, resolve issues, and help customers reach their goals with Altán Redes
• Mentor, support, and train Associate Customer Success Managers
• Ensure customers meet and exceed adoption and usage targets while capturing customer feedback and championing customer needs internally
• Act as program manager for strategic accounts- the customer’s main point of contact and trusted Altán Redes
• Lead the resolution of key issues impacting your customers; lean on leadership for support and guidance

Mar 2017 – Aug 2018 · 1 yr 5 mos · Ciudad de México y alrededores, México

• Evaluation of providers of M2M/IoT and Connected car platforms, such as Kore Telematics, Cisco – Jasper, Globetouch, Mojio, etc.
• Design and implement functional structures and operations to promote maintenance and
• continuous improvement of work orders within internal areas and strengthen alliances with suppliers.
• Define and manage the monitoring and fulfillment of the KPIs.
• Develop change initiatives to innovate service operations.
• Ensure proposals and actions to solve incidents and issues with customers.
• Creation of the Change Management flow for delivering, reception and development of new products and/or services.
• Management of Change Management, Problem Management, and SLA Management processes.
• Develop indicators to measure the level of results in terms of compliance with the delivery of products and services.
• ✓ I designed the flow of support for the IOT and Connected Car service of the América Móvil group with the subsidiaries and suppliers.
• ✓ I created and negotiated the work agreements with each of the Carriers of the América Móvil Group for the IOT service.

Jun 2016 – Feb 2017 · 8 mos · Ciudad de México y alrededores, México

• Defining benchmarking strategies for driving products development of the Prepaid Internet Packs.
• Developing evaluation the providers during new projects and upgrade of current services and products.
• Coordinating initiatives for getting a better Customer Experience of “Mi Telcel App” with providers and commercial areas.
• Coordinating the implementation and development of technical training plans for launching the new data and VAS services. Unifying efforts with marketing, engineering and finance departments for getting the best developing of campaigns of promotion and advertisement.
• Evaluate Jasper's M2M / IOT service to propose improvements and increase its revenue share.
• Create information packages referring to new services, products, and campaigns in general.
• Development of indicators to measure the level of result, level of acceptance and profitability of new products and services placed by different means of marketing nationwide.
• Monitor the commercial offer of the different competitors in order to ensure that the offer of services is competitive and is at the forefront.
• Coordinate the activities of the agenda of new products and services, to ensure that these are marketed on the dates planned, ensuring that the participation of the involved areas in order to fulfill with the regulations of the telecommunications sector.
• Management and testing for the integration of new data and/or added value products, participating in the verification of effectiveness, system test, stress tests, functionality, and improvement.
• ✓ I designed campaign of SMS for stimulating the Prepaid Packs sale, getting an efficiency of 35% versus 3% of other campaigns.
• ✓ Reduction of costs around 27% for Blackberry service.

Sep 2007 – May 2016 · 8 yrs 8 mos · Ciudad de México y alrededores, México

• Coordinating technical support to VAS and Internet service on 2G, 3G, and 4G cellular networks. • Negotiating with multidisciplinary areas for implementing new products or services.
• Negotiation of WLA and SLA with providers and internal areas, such as commercial areas and different levels of technical support areas for getting a better customer experience and customer service.
• Developing proposals for achieving the continuous improvement of the Value Added Service such as BULK SMS, AVL, M2M/IoT, etc., getting a better customer experience and customer service, generating a good company image before customers.
• Ensure the functionality with technical support, integration and business consultancy with M2M/IoT service and the whole VAS.
• ✓ I designed the process to receive/deliver the new services and products to support.
• ✓ I obtained or created documentation, tools, and training to provide technical assistance to all value-added services, which did not exist before assuming that responsibility.
• ✓ I improved response times to support our customers and the quality of support for new and current services and products; the reduction of the response time was from 24 hours to 1 hour.
• ✓ I negotiated with the service provider Jasper, improving the response time and training for the M2M / IoT service. The reduction in the provider response time (non-existent previously) was from 24 - 48 to 3 hours. The improvement in responses to scaled cases was 100% and a better image of the company before the client.
• ✓ Training to the support areas of the SVA's.
• ✓ I Coordinated the development of support tools by internal areas and/or service providers.
• ✓ I avoided the cancellation of 15 thousand lines of the M2M / IoT Jasper service

Mar 2007 – Jun 2007 · 3 mos

• Technical support to Tetrapol networks.
• Test field for signal levels for the Tetra network.
• Test with site master.
• Test with wattmetro for signal levels.
• Assigned engineer for test field for Tetra network with México City Security Department.
• Creat to map for Tetra network for México City Security Department.

Dec 2003 – Jul 2004 · 7 mos

• Coordinating and Supervising the installation for telephony network in several areas.
• Supervising the installation of switchings in several areas.
• Coordinating and Supervising the installation for telephony network for the Cumbre Extraordinaria de las Américas and the III Cumbre América Latina-El Caribe y la Unión Europea that were made in Monterrey y Guadalajara.

Nov 1999 – Feb 2001 · 1 yr 3 mos · Ciudad de México y alrededores, México

• Installation of the microwave telephony equipment for homes.
• Reparation of the microwave telephony equipment for any kind of enterprises.