Gilberto Vega
@gvegaher
I lead enterprise cybersecurity accounts, renewals, and service delivery for portfolios up to $21M.
Costa RicaWhat I'm looking for
At IBM Cybersecurity Services, I lead enterprise accounts across SIEM, cloud security, and Akamai perimeter platforms, managing portfolios from $255K to $21M. I secured a five-year, $21M renewal by translating account knowledge into a proposal tied to client risk and value drivers.
I stabilize high-risk accounts, lead onboarding and service transitions, and turn voice-of-customer feedback into delivery improvements and renewal strategies. I also built ServiceNow executive dashboards and scorecards to track escalations, open items, and client satisfaction in real time.
Previously, I built and led IBM's Costa Rica executive support center, scaling it to 225 professionals supporting about 1,000 senior executives globally. I led a major workforce transition in under six months with 100% service continuity and zero escalations during cutover.
Experience
Work history, roles, and key accomplishments
Senior Account Manager for enterprise cybersecurity accounts, managing portfolios up to $21M and securing a 5-year contract renewal. Stabilized critical accounts and led onboarding and service transitions across 10+ enterprise accounts.
Built and led IBM's Costa Rica executive support center, scaling the team from under 100 to 225 professionals. Led a major workforce transformation with zero service disruption and implemented mentoring and VOC feedback programs.
Standardized KPIs, executive reporting, and operational visibility across global delivery organizations, supporting audit defense and compliance for a 2,000+ FTE workforce.
Led quality governance and continuous improvement initiatives, delivering data-driven insights that improved SLA adherence and client outcomes across service delivery organizations.
Managed problem lifecycle and root cause analysis in large-scale IT operations, supporting client resolution through technical troubleshooting and customer-facing coordination.
Education
Degrees, certifications, and relevant coursework
Saint Clare School
High School Diploma, General Studies
Completed high school education at Saint Clare School in 2005.
Tech stack
Software and tools used professionally
Availability
Location
Costa RicaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
Interested in hiring Gilberto?
You can contact Gilberto and 90k+ other talented remote workers on Himalayas.
Message GilbertoGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
