Daniel Leal
@danielleal
Customer Success and Process Manager driving scalable onboarding and operational excellence.
UruguayWhat I'm looking for
I am a results-driven Customer Success and Process Manager with over eight years of experience across corporations and fast-paced startups in the media and streaming space.
I design and scale end-to-end onboarding, support, and operations processes, including documentation and Jira automation, and I led a full migration from Freshdesk to Jira.
I have managed cross-functional teams and served as the primary contact for large enterprise accounts, growing content libraries and channel footprints while maintaining senior advisory relationships with leadership.
I focus on KPI-driven improvements, knowledge transfer, and continuous process optimization to deliver measurable customer growth and operational efficiency.
Experience
Work history, roles, and key accomplishments
Customer Success Manager
OTTera Inc.
Jan 2024 - Present (2 years 2 months)
Managed a team of 7 CS professionals across multiple time zones, led hiring and onboarding, and reported performance metrics and strategic initiatives directly to the COO to ensure operational continuity and high-quality client communication.
Process Manager
OTTera Inc.
Jan 2024 - Present (2 years 2 months)
Owned and redesigned end-to-end onboarding, support, and operations processes, migrated support infrastructure from Freshdesk to Jira, and advised on onboarding/training while reporting to the COO; drove content library growth from 1,000 to 20,000+ videos and channel expansion from 5 to 20+ within 1–2 years.
Customer Success Associate
OTTera Inc.
Jun 2022 - Dec 2023 (1 year 6 months)
Contributed to onboarding 30+ media and streaming clients, coordinated with sales and technical teams for demos and issue resolution, and funneled customer feedback to drive product improvements and internal advocacy.
Accounts Payable Analyst
BASF Services America
Apr 2019 - May 2022 (3 years 1 month)
Provided priority AP support for US & CA teams, managed vendor reconciliations and backlog reporting, planned monthly assignments, and developed operational manuals and training materials for new analysts.
Education
Degrees, certifications, and relevant coursework
Universidad de la República
Intermediate Degree, International Commerce
2015 - 2018
Completed an intermediate degree in International Commerce at Universidad de la República from March 2015 to December 2018.
Tech stack
Software and tools used professionally
Availability
Location
UruguayAuthorized to work in
Job categories
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