At iuvity, I lead four operations professionals across three services and oversee post-sales relationships for 10 enterprise accounts. I standardized operating procedures, KPIs, and a shared knowledge repository to reduce process inconsistencies and execution errors.
At iuvity, I established formal ownership of post-sales customer relationships and built customer experience measurement practices, including NPS and CSAT surveys. I also developed onboarding guides and structured training content for employees and new customers.
At Appgate, I led six Customer Success Managers and managed 15 enterprise relationships. I partnered with the department director to define OKRs, coordinated responses to critical customer issues, and contributed to service-delivery documentation for the launch of Appgate SDP (ZTNA).
Earlier, I managed enterprise customer relationships across Latin America at Appgate and Cyxtera Technologies, supporting retention, renewals, product adoption, and service improvements. I also worked in front-line IT support at Teleperformance Colombia and supported engineering and project activities on the Thames Tideway Tunnel project.
