COcarlos olvera
@carlosolvera
Customer Success Manager with expertise in project management and client retention.
MexicoWhat I'm looking for
As a Customer Success Manager with over 6 years of experience, I specialize in project management and direct support for C-level users. My focus is on implementing tailored solutions that enhance client retention and foster long-term relationships. At Onebeat, I successfully delivered onboarding and implementation engagements that resulted in a 20% increase in customer satisfaction and a 20% reduction in implementation time within just six months.
I leverage business insights and proactive account management to drive customer success. My experience includes managing both enterprise and non-enterprise accounts, where I achieved client satisfaction and retention goals while addressing at-risk customers. I have a proven track record of conducting Quarterly Business Reviews (QBRs) and synthesizing customer feedback to influence product direction, ensuring high levels of engagement and loyalty.
Throughout my career, I have strengthened client relationships through effective project management methodologies and personalized communication strategies. My ability to collaborate with sales teams to identify upselling opportunities and develop custom reports using SQL, Power BI, and Tableau has significantly enhanced account management processes.
Experience
Work history, roles, and key accomplishments
Customer Success Manager/Engineer
Onebeat
Jun 2024 - Present (1 year 1 month)
Managed Enterprise and non-Enterprise accounts, achieving client satisfaction and retention goals while identifying and addressing at-risk customers. Oversaw renewals, provided first-level support, and facilitated successful onboarding to ensure customer adoption.
Scrum Master
Seguritech
Feb 2022 - Present (3 years 5 months)
Successfully led IT projects across four states (Mexico City, Toluca, Hidalgo, and Guadalajara), achieving a 95% customer satisfaction rate. Collaborated with cross-functional teams, including AI, BI, and Mobile, to reduce project delays by 20% and ensure seamless execution.
Customer Success Manager/Engineer
Onebeat
Apr 2019 - Present (6 years 3 months)
Improved customer retention by 15% through proactive account management and personalized communication strategies, achieving 100% client retention for two consecutive years. Strengthened client relationships with project management methodologies, driving a 20% increase in customer satisfaction.
IT Manager
Dragados Offshore
Sep 2017 - Present (7 years 10 months)
Implemented a new software system that increased efficiency by 20% through automation, provided IT support for 100+ employees, reducing downtime by 50%. Led the R&D department across Mexico City and Tampico, Tamaulipas.
IT Manager
Comercial City Fresko
Jul 2016 - Present (9 years)
Implemented a new inventory management system, reducing warehouse errors by 20%. Decreased technical support response time by 50%, and bridged communication gaps across Sales, E-commerce, Procurement, Warehouse, and PoS departments by creating a holistic communication system to streamline request handling.
System Analyst
Comercial City Fresko
Feb 2014 - Present (11 years 5 months)
Successfully developed innovative software to enhance user experience and implemented distributed systems and mobile applications, driving efficiency and improving overall functionality. Promoted after delivering successfully a project to IT Direction.
Education
Degrees, certifications, and relevant coursework
Universidad Europea de Monterrey
MBA Project Administration Management, Project Administration Management
Currently pursuing an MBA with a focus on Project Administration Management. This program is enhancing skills in strategic planning, project execution, and leadership within a business context.
Tecnológico de Estudios Superiores de Cuautitlán Izcalli
Engineering Computer Systems Engineer, Computer Systems Engineering
Completed a comprehensive program in Computer Systems Engineering, gaining expertise in various aspects of computer hardware, software, and systems. This education provided a strong foundation in IT principles and problem-solving.
Availability
Location
MexicoAuthorized to work in
Job categories
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