# Alex Acevedo

Alex Acevedo is a remote worker on Himalayas, Customer Success Manager at HCLTech, based in Guatemala.

Source: https://himalayas.app/@alexacevedo1

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

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Guatemala |
| Authorized to work in | Guatemala |
| Salary expectations | 30k+ USD |
| Job categories | Customer Success Manager, Customer Success Consultant, Technical Support Specialist, Customer Service Lead, Technical Support Supervisor, Compliance Officer |
| Skills | Customer Support, Technical Troubleshooting, Escalation Management, Customer Relationship Management, B2B SaaS, Customer Onboarding, Retention, SLA Monitoring, Root Cause Analysis, Knowledge Base, SOP Design, Troubleshooting, Process Improvement, Cross functional Coordination, Client Communication, English, Klaviyo, Salesforce, HubSpot, Google Workspace, Power BI, Tableau, KPI Reporting, Performance Monitoring |
| LinkedIn | https://linkedin.com/in/acevedo-alex |

## What I'm looking for

```text
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.
```

## About

```text
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

### Customer Success Manager (current)

[HCLTech](https://himalayas.app/companies/hcltech). Feb 2020 - Present

```text
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.
```

Skills: 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

```text
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.
```

Skills: Customer-Success, B2B-SaaS, Onboarding, Retention, Klaviyo, Root-Cause-Analysis, CRM, Cross-functional-Coordination

### Compliance Officer

Hunter Warfield. Feb 2019 - Feb 2020

```text
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.
```

Skills: Compliance, SOP-Development, Audit, Risk-Assessment, Regulatory-Compliance

### Technical Support Specialist

[TELUS International](https://himalayas.app/companies/telus-international-ai-inc). Mar 2018 - Feb 2019

```text
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%.
```

Skills: Technical-Support, Tier-2-Troubleshooting, Knowledge-Base, Automation, Process-Improvement

### Customer Service Team Lead

[Conduent](https://himalayas.app/companies/conduent). Oct 2015 - Nov 2017

```text
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.
```

Skills: Team-Leadership, Escalation-Management, KPI-Monitoring, Coaching, Customer-Service, Process-Improvement

### Technical Support Supervisor

[Allied Global](https://himalayas.app/companies/allied-global). Nov 2008 - Sep 2015

```text
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.
```

Skills: Supervision, Training, QA-Processes, SLA-Adherence, Performance-Monitoring, Coaching

## Education

### Business IT

Microsoft Power BI Data Analyst, PL-300T00-AC, Data Analysis. 2024 - 2024

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Completed the Microsoft Power BI Data Analyst certification in 2024.
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### American School of Management

International Certification in Managerial and Financial Skills for Decision Making, Managerial and Financial Skills. 2023 - 2023

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Completed the International Certification in Managerial and Financial Skills for Decision Making in 2023.
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### American School of Management

Bachelor in Business Administration, Business Administration

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Pursued a Bachelor in Business Administration.
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### Skillsoft

Business Analyst, Business Analysis. 2024 - 2024

```text
Completed the Business Analyst certification in 2024.
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### American School of Management

Master's degree in Financial Management, Financial Management

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Pursued a Master's degree in Financial Management and a Bachelor in Business Administration.
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### EF SET

EF SET English Certificate, English Language. Grade: C2 Proficient, 87/100

```text
Earned the EF SET English Certificate at C2 Proficient level with a score of 87/100.
```

## Tech stack

- Tableau
- Salesforce
- HubSpot
- Google Workspace
- Klaviyo
- Power BI

To contact Alex, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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