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Josue Quintana

@josuequintana

Salesforce CRM Product Lead at Liberty Latin America who migrated 1,000+ customers and raised CRM adoption to 95%.

At Liberty Latin America, I own feature definition, roadmap planning, and release execution for the Salesforce CRM and eCare platform used by 637+ enterprise clients. I also led the migration of 1,000+ enterprise customers to Salesforce cloud, completing the cutover on schedule with no major customer-facing disruptions.

I redesigned CRM adoption KPIs, driving adoption from 40% to 95%. I also rebuilt incident escalation protocols, cutting resolution cycles from 30 days to under 8.

Previously, as Product Owner at The Cervantes Group, I delivered a self-service B2B SaaS eCare platform supporting 600+ enterprise customers and reducing inbound support requests by 28%. Earlier, I redesigned enterprise workflows as a Business Analyst and automated router and VoIP server maintenance at Daocom.

Experience

Work history, roles, and key accomplishments

Current

Product Lead, CRM & Digital Platforms Manager

Current

Liberty Latin America

Jan 2024 - Present (2 years 9 months)

Own feature definition, roadmap planning, and release execution for Salesforce CRM and eCare platform used by 637+ enterprise clients. Led migration of 1,000+ enterprise customers to Salesforce, drove CRM adoption from 40% to 95%, and cut incident resolution cycles from 30 days to under 8.

Salesforce CRM Product Management Roadmapping Release Management SDLC Migration Adoption KPIs SQL Power BI Tableau Apex Git Jira Confluence Agile Scrum

Product Owner

The Cervantes Group

Jan 2023 - Jan 2024 (1 year)

Delivered a self-service B2B SaaS eCare platform supporting 600+ enterprise customers, reducing inbound support requests by 28%. Ran platform demonstrations, user enablement sessions, and collaborative planning meetings to support rollout and training.

Product Ownership B2B SaaS E Care Requirements Gathering Backlog Management User Training Stakeholder Management Jira Confluence

Business Analyst

The Cervantes Group

Apr 2022 - Dec 2022 (8 months)

Redesigned 20+ enterprise operational workflows through BPMN process mapping and business process optimization. Documented processes and functional requirements for 5+ projects, leading design sessions with stakeholders and SME teams.

Business Analysis BPMN Process Mapping Requirements Gathering Documentation Stakeholder Management SQL Jira Confluence

IT Systems & Support Lead

Daocom

Dec 2019 - Apr 2022 (2 years 4 months)

Automated 100% of router and VoIP server maintenance, security patching, and backups through custom software with remote bulk command execution. Maintained 99.72% uptime across client environments and completed infrastructure projects 60% under budget using open-source software.