JGJuan Camilo Gutierrez
@juancamilogutierrez
Customer success advocate with over a decade of SaaS expertise.
ColombiaWhat I'm looking for
As a customer success advocate and leader, I have over a decade of experience in B2B/B2C SaaS and BPO operations. My proven track record in enhancing process efficiency and driving customer service excellence is complemented by my innovative approaches and unwavering commitment to client success. I thrive on utilizing data-driven insights to improve customer engagement and satisfaction.
Throughout my career, I have successfully managed high-value accounts, led onboarding initiatives, and mentored teams to deliver exceptional service. My experience spans various regions, including the Americas, APAC, LatAm, India, and EMEA, allowing me to bring a global perspective to my work. I am passionate about fostering strong customer relationships and continuously refining processes to enhance user experiences.
Experience
Work history, roles, and key accomplishments
Regional Support Lead & Support Level 2
ROLLER Software
Nov 2022 - Jan 2025 (2 years 2 months)
Led account management and technical support for amusement and trampoline parks across multiple regions. Focused on process enhancement, team leadership, and improving customer engagement metrics.
Client Success Manager
ROLLER Software
Nov 2020 - Nov 2022 (1 year 11 months)
Managed high-value venue accounts, focusing on onboarding, adoption, and retention. Achieved high customer satisfaction and reduced churn through proactive outreach.
Client Success Manager, Senior
Matchr.com
Oct 2019 - Oct 2020 (11 months)
Oversaw HR SaaS vendor accounts, ensuring high ROI through strategic planning. Provided expert guidance on technology implementation and drove account growth.
Operations Manager
Onelink BPO
Nov 2015 - Mar 2019 (3 years 4 months)
Led a customer service team of over 200 agents, focusing on customer satisfaction and loyalty. Oversaw multiple communication channels and achieved significant KPI improvements.
Account Manager
Paradiso Solutions LLC
May 2015 - Nov 2015 (6 months)
Managed B2B client accounts for eLearning solutions, focusing on sales and client relationship management.
Account Manager
Sutherland Global Services
Apr 2012 - Jul 2013 (1 year 3 months)
Led a trilingual internal services account, ensuring successful delivery of solutions and managing a team of over 50 agents.
Technical Support Team Leader
Convergys
Jan 2011 - Apr 2012 (1 year 3 months)
Managed a bilingual team providing technical support for AT&T U-verse customers, focusing on upselling and customer assistance.
Education
Degrees, certifications, and relevant coursework
COPC®
Certification, Customer Experience
2024 - 2024
Certified in COPC Best Practices for Customer Experience Operations, focusing on performance leadership.
UUUPB University
Diploma, Project Management
2023 - 2023
EUEAFIT University
Diploma, Direction and Leadership
2022 - 2022
EUEAFIT University
Diploma, Customer Experience Design
2022 - 2022
UUUniversity of Illinois at Urbana-Champaign
Course, Financial Accounting
2019 - 2019
Completed a course in Financial Accounting Foundations through Coursera.
E.C.E.C
Diploma, Language Studies
2003 - 2005
Studied English as a Second Language, enhancing communication skills in a bilingual environment.
Tech stack
Software and tools used professionally
Availability
Location
ColombiaAuthorized to work in
Job categories
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