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Alex Acevedo

@alexacevedo1

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I lead SaaS customer success, onboarding, escalations, and service delivery.

Guatemala

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What I'm looking for

I'm looking to lead customer success, onboarding, service delivery, and complex escalations in a B2B SaaS environment where I can improve workflows, strengthen retention, and translate operational data into customer outcomes.

At HCLTech, I own customer relationships and service delivery for a $2.5M ARR SaaS and HaaS portfolio, leading onboarding, implementation, escalations, and Quarterly Business Reviews. I use KPIs, SLAs, and service trends to identify risks, maintain 95%+ quality and productivity, and align cross-functional teams around customer requirements.

I've also supported B2B SaaS onboarding at Opensend, including Klaviyo configuration, and improved technical support outcomes at TELUS International through knowledge-base content and troubleshooting automation. Across customer support leadership roles, I've led teams of up to 35 members, built escalation frameworks, and strengthened service quality, compliance, and customer experience.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

HCLTech

Feb 2020 - Present (6 years 7 months)

Own customer relationships and service delivery for a $2.5M ARR SaaS and HaaS portfolio, leading onboarding, escalations, and quarterly business reviews. Maintained 95%+ quality and productivity metrics while coordinating multinational teams.

Customer Success SaaS HaaS Onboarding Escalation Management SLA Monitoring KPI Reporting Cross functional Coordination Power BI Salesforce HubSpot

Customer Success Consultant

Opensend

Mar 2026 - Jul 2026 (4 months)

Managed onboarding and support for a 40+ account B2B SaaS portfolio, addressing retention risks and coordinating root-cause analysis. Supported technical onboarding with Klaviyo configuration and improved account handoffs with Sales, Marketing, and RevOps.

Customer Success B2B SaaS Onboarding Retention Klaviyo Root Cause Analysis CRM Cross functional Coordination

Compliance Officer

Hunter Warfield

Feb 2019 - Feb 2020 (1 year)

Developed and enforced SOPs for collection workflows, ensuring adherence to U.S. federal regulations. Conducted audits and risk assessments for a 50-agent department, implementing mitigation measures.

Compliance SOP Development Audit Risk Assessment Regulatory Compliance

Technical Support Specialist

TELUS International

Mar 2018 - Feb 2019 (11 months)

Provided Tier-2 technical support and developed knowledge-base content, contributing to a 25% improvement in first-call resolution. Automated repetitive troubleshooting activities, reducing resolution time by 15%.

Technical Support Tier 2 Troubleshooting Knowledge Base Automation Process Improvement

Customer Service Team Lead

Conduent

Oct 2015 - Nov 2017 (2 years 1 month)

Led and coached a 30+ member customer-facing team supporting U.S. clients across billing, dispute resolution, and escalations. Developed an escalation framework and used KPIs to coach the team on quality and productivity.

Team Leadership Escalation Management KPI Monitoring Coaching Customer Service Process Improvement

Technical Support Supervisor

Allied Global

Nov 2008 - Sep 2015 (6 years 10 months)

Supervised and developed a 35-member technical support team in a high-volume environment. Designed training curricula and QA processes to improve SLA adherence and service quality.

Supervision Training QA Processes SLA Adherence Performance Monitoring Coaching