Head of Customer Success

• Oct 2023 - Present

Head of Customer Success

• Nov 2021 - Oct 2023

Cotalker is a low-code platform that digitalizes and automates workflows to connect your entire operation. We’ve reinvented the way to manage operation, making it simple, integrated and collaborative. My role at Cotalker is making our customers successful with improving their operational efficiency, learning from their business needs to make our product fit, and for them to take the most advantage of our solution with a user friendly experience Cotalker is a low-code platform that digitalizes and automates workflows to connect your entire operation. We’ve reinvented the way to manage operation, making it simple, integrated and collaborative. My role at Cotalker is making our customers successful with improving their operational efficiency, learning from their business needs to make our product fit, and for them to take the most advantage of our solution with a user friendly experience

Customer Success Manager

• Jan 2021 - Nov 2021

Responsible for enhancing customer retention through long-lasting relationship management, having frequent proactive interactions and quantitative measurements such as 'Customer Health Score' in different dimensions (Service management, Product performance, Project and Change Management excellence), and through QBRs for continuous improvement and customer education with our product/service offering

Strategic Accounts Manager

• May 2018 - Dec 2020

Responsible for Business Development and Account Management for Airlines in Latin American Region. Main purpose is to manage the relationship with the client, identify their needs and pain areas to provide a solution to their needs with our products, services, and local experience

PreSales Manager for the Americas

• Oct 2015 - May 2018

Responsible for pre-sales of an automation software that improves efficiency and reduces costs in the billing process of airlines across the North American and Latin American market• Responsible for opening the Americas Market to generate product awareness for 20+ airlines in the region by presenting software functionalities, and matching with airline’s pain areas• 900k USD worth of new revenue generated over next 5 years• Created 10+ detailed Business Case evaluations using airline’s inputs after workshops & onsite consulting evaluations; Results delivered with customized ROI of investment and risk analysis• Lead three detailed Proof of Concept (PoC) product implementations, managing airlines data for improved cost estimation, providing recovery results estimated in +1 million USD per year per airline• Relationship Manager role for ongoing implementations; responsible for assuring communications and activities between Airline’s Business Teams and Accelya Technical Teams are been handled effectively Show less

Development Manager for Operational Control Center (OCC)

• Jan 2012 - Feb 2014

Developed new systems, procedures and processes to increase punctuality and improve passenger experience.• Redesigned ‘denied-boarding’ passenger KPIs. Analyzed causes of overbooking and recommended action plans resulting in savings of $2 million. • Lead process improvements for operational control communications to be handled with better efficiency• Designed and implemented a software solution showing on-screen operating resources - back-up planes, aircrew available for contingencies, and status indicators.• Trained over 50 Operators in new processes following implementation of new ticket reservation platform. Show less

P&L Supervisor for Service Vice-Presidency

• Oct 2009 - Dec 2011

Built and tracked strategic project agenda, controlling budget, major passenger satisfaction KPIs and Senior Management goals. Led team of three Analysts.• Created and coordinated two $500 million budgets with six different departments and five countries. • Negotiated, defined and tracked annual goals for senior managers. • Tracked cost-saving initiatives, led budget attainment, improved service KPI’s.

Consultant

• Aug 2008 - Sep 2009

• Developed and presented a pre-feasibility study for a mining project in the south of Chile working with the CEO directly. Presented outcome to investors, resulting in funding of $500K • Conducted an economic evaluation using a simulation model, for determining project’s probability of success. • Collaborated with mining experts, engineers and consultants • Developed and presented a pre-feasibility study for a mining project in the south of Chile working with the CEO directly. Presented outcome to investors, resulting in funding of $500K • Conducted an economic evaluation using a simulation model, for determining project’s probability of success. • Collaborated with mining experts, engineers and consultants