Oversaw onboarding, adoption, incident management, and SLA compliance for CX automation clients. Advocated for customer feedback and delivered enablement sessions.

Led enterprise SaaS customer success and support ops, improved response times by 25%, drove platform adoption, and managed escalations using Zendesk and Salesforce.

Handled CX and MarTech projects, coordinated global support teams, managed escalations, and improved customer lifetime value.

Managed B2B/enterprise client portfolios, implemented Zendesk CRM, designed dashboards for NPS and onboarding, and led enablement journeys.

Acted as escalation point for LATAM clients, ensured SLA consistency, and supported cloud migration.

Provided pre-sales, onboarding, and post-implementation support for CRM/contact center solutions, integrated Salesforce/Microsoft Dynamics, and led digital transformation workshops.