Open to opportunities

Eleni Hernández

@elenihernandez

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Experienced product manager with a focus on customer success and growth.

Spain

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What I'm looking for

I seek a role that values innovation and collaboration, with opportunities for growth.

I am a results-driven professional with a strong background in product management and customer success, having led initiatives in both B2B and B2C sectors. My journey began with an MBA in Marketing from Universidad Galileo, where I graduated with honors and received the prestigious Galileo’s Scientific Award. I have a proven track record of building and optimizing customer success programs that drive retention and product adoption.

In my recent role as Head of PostSales at AltScore, I successfully built the entire Post-Sales function from the ground up, implementing operational playbooks and customer support flows that significantly improved client engagement. My experience at Yalo further honed my skills in managing cross-functional teams and delivering high-quality solutions for major clients like Mondelez and Unilever. I thrive in dynamic environments where I can leverage my technical expertise and strategic thinking to foster growth and innovation.

Experience

Work history, roles, and key accomplishments

Current

Enterprise Head Of PostSales

Current

AltScore

Jan 2024 - Present (1 year 6 months)

Built the entire Post-Sales function from scratch, including Customer Success, Technical Support, and Delivery units. Designed and implemented core operational playbooks, scalable implementation frameworks, and customer support flows.

Customer Success Technical Support Delivery Management Implementation Net Dollar Retention OKRs

Product Manager – Adoption and Success

Yalo

Jan 2023 - Jan 2024 (1 year)

Drove product lifecycle for Yalo Loyalty and Yalo Force Pro, from user research to launch and post-release iteration. Led GTM alignment by creating enablement content and live product demos for cross-functional teams and enterprise clients.

Product Management User Research Go To Market Strategy Product Demos Conversational Modules Product Market Fit Agile Methodologies Jira

Technical Project Manager

Yalo

Jan 2023 - Jan 2024 (1 year)

Led the delivery of Yalo’s c/ecommerce conversational solutions for Mondelez LatinAmerica, ensuring on-time and within-budget completion. Managed and optimized Yalo’s commerce platform to meet Mondelez Global's e-commerce needs.

Project Management Ecommerce Product Demos Client Relationship Management Technical Delivery Jira Agile Methodologies

Global Product Success Manager – B2B

Yalo

Jan 2022 - Jan 2023 (1 year)

Served as the voice of the customer in roadmap discussions, advocating for features that led to a 25% increase in B2B account retention. Built success playbooks and usage dashboards that translated platform insights into actionable product optimizations.

Customer Advocacy Roadmap Planning Customer Retention Success Playbooks Optimization Analytics Salesforce

Customer Success Manager – B2C

Yalo

Jan 2021 - Jan 2022 (1 year)

Developed strong B2C customer relationships, guiding them towards achieving business goals. Collaborated with cross-functional teams for seamless product delivery and value proposition understanding.

B2C Cross Functional Collaboration Delivery Value Proposition Customer Advocacy Zendesk Salesforce Slack

Customer Success - Delivery Manager

Yalo

Jan 2020 - Jan 2021 (1 year)

Delivered conversational commerce solutions on-time and on-budget, ensuring client satisfaction. Coordinated with a team of Uxers, developers, and testers for quality solutions and post-implementation feedback.

Project Management Testing Project Timelines Risk Management Churn Prevention

Chief Revenue Officer

Sistemas Aplicativos SISAP

Jan 2017 - Jan 2020 (3 years)

Managed 120+ brands (Cisco, Symantec, Sophos, Kaspersky, McAfee) across Central America, Panama, and Dominican Republic with a focus on 10 strategic ones. Designed and executed partnership strategies for revenue growth and market expansion with IT security companies.

Partnership Management Revenue Market Expansion IT Security Go To Market Strategy Performance Metrics Customer Success Cisco

Business Development & Renewals Manager

Sistemas Aplicativos SISAP

Jan 2019 - Jan 2020 (1 year)

Led renewals and business development team, ensuring enterprise customer satisfaction. Developed strategies for revenue growth through renewals and upsell opportunities.

Renewals Business Development Enterprise Customer Satisfaction Upsell Cross Functional Collaboration Account Planning SAP

Head of Sales Engineering

Sistemas Aplicativos SISAP

Jan 2018 - Jan 2020 (2 years)

Managed and led a team of pre-sales engineers, providing guidance on technical solutions and pre-sales strategy. Developed and executed pre-sales strategies to drive revenue growth through new business opportunities and expansion of existing accounts.

Sales Engineering Pre Sales Technical Solutions Sales Growth Account Expansion Technical Presentations Product Demonstrations Team Leadership

Chief of Staff

Sistemas Aplicativos SISAP

Jan 2017 - Jan 2018 (1 year)

Served as strategic advisor to CEO, guiding key initiatives and issues. Collaborated with cross-functional teams, project managed initiatives, and maintained key relationships.

Strategic Advisory Cross Functional Collaboration Project Management Collaboration Research And Analysis Special Projects

Business Process Manager

Sistemas Aplicativos SISAP

Jan 2016 - Jan 2017 (1 year)

Identified opportunities for process improvements and created process maps. Implemented process improvement initiatives and monitored key metrics.

Process Improvement Process Mapping Implementation Employee Support Business Process Management Data Analysis

Substitute Teacher

Universidad Galileo

Jan 2013 - Jan 2017 (4 years)

Assisted in lesson plan preparation and managed the classroom in the teacher's absence. Graded assignments and provided feedback to students.

Lesson planning Classroom Management Grading Academic Support Teaching Assistance

Sales Operations Manager

Sistemas Aplicativos SISAP

Jan 2015 - Jan 2016 (1 year)

Guided sales processes and collaborated with cross-functional teams. Developed and maintained sales forecasting models, monitored sales performance metrics.

Sales Processes Cross Functional Collaboration Sales Forecasting Performance Monitoring Process Improvement Account Planning Sales Strategy Data Analysis CRM

Sales Supervisor

Tattica

Jan 2015 - Jan 2015 (0 months)

Created new business opportunities with top clients and managed a team of telemarketing executives. Established and monitored sales metrics to drive sales growth and exceed targets.

Business Development Team Management Telemarketing Sales Metrics Sales Growth Sales Strategy Sales Training

Education

Degrees, certifications, and relevant coursework

Universidad Galileo

MBA, Marketing

Activities and societies: Distinguished project: SISAP Gamification

Completed a Master of Business Administration with a specialization in Marketing. Successfully completed a distinguished project on SISAP Gamification.

Universidad Galileo

Bachelor of Science in Engineering, Industrial and Commercial Management

Grade: 3.7 GPA, Cum Laude

Activities and societies: Freshman Valedictorian. Academic Excellency Scholarship. First woman to win the Galileo’s Scientific Award in 10 years.

Graduated with a double major in Industrial and Commercial Management, achieving a GPA of 3.7 and Cum Laude honors. Recognized as Freshman Valedictorian and received an Academic Excellency Scholarship. Was the first woman to win the Galileo’s Scientific Award in 10 years.