Looking for a job

Manuel Acosta

@manuelacostaz

Message

I improve onboarding, adoption, and retention for high-value customer accounts through clear, repeatable processes.

Mexico

Message

What I'm looking for

I'm looking for an organization where customer relationships, technology, and operational discipline work together to drive measurable outcomes, with opportunities to improve onboarding, adoption, retention, documentation, and cross-functional processes.

At Posadas, I manage 90+ premium member accounts, guiding onboarding, adoption, engagement, complex case resolution, and long-term retention. I increased area NPS by 12 points to 96 through proactive education, consistent case ownership, and improved customer-facing processes.

I've also supported B2B travel agencies and hotel operations by coordinating cross-functional teams, delivering training for digital workflows, mapping processes, and creating guides, reports, and resources that make complex services easier to adopt.

Experience

Work history, roles, and key accomplishments

Current

Customer Success & Onboarding Specialist

Current

Posadas

Jul 2023 - Present (3 years 2 months)

Managed a portfolio of 90+ high-value premium member accounts, supporting onboarding, adoption, engagement, and retention. Drove a 12-point increase in area NPS to 96 through proactive education and process improvements.

Customer Onboarding Customer Success Customer Retention Client Enablement Account Management CRM Process Improvement Training Documentation Escalation Management NPS Cross functional Coordination

Current

Especialista en Atención a Socios | Customer Success, Onboarding & Client Enable

Current

Posadas

Jul 2023 - Present (3 years 2 months)

Manage a portfolio of 90+ high-value premium member accounts, supporting onboarding, adoption, engagement, complex case resolution, and long-term retention.

Serve as the primary onboarding contact for newly enrolled members, introducing program features, explaining benefits, guiding digital platform access, and ensuring successful service adoption.

Drove a 12-point increase in area NPS, reaching

Customer Operations & B2B Account Specialist

Posadas

Jan 2021 - Jan 2023 (2 years)

Managed end-to-end account operations and specialized business requests for national, international, and virtual wholesale B2B travel agencies.

Coordinated Corporate Sales, hotel operations, and Electronic Distribution teams to maintain service continuity and resolve critical operational bottlenecks.

Delivered onboarding-style training and knowledge-transfer sessions for newly deployed digital w

Customer Success

Business Operations & Process Enablement Specialist

Posadas

Jan 2019 - Jan 2021 (2 years)

Coordinated external vendors, business units, and corporate hotel management to implement operational solutions across multiple properties.

Delivered technical onboarding, process mapping, and hands-on training for newly implemented service procedures.

Produced performance, incident, and vendor-compliance reports to support operational decisions and continuous improvement.

Customer Retention