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Ricardo Zambrano

@ricardozambrano

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COO at Integra IT who scaled clinical trial operations and achieved NPS 9/10.

Colombia

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What I'm looking for

I’m looking to help technology companies improve customer retention and growth through data-driven Customer Success strategies, multicultural leadership, and operational execution that connects customer needs with company strategy.

At Integra IT, I led PMO, Customer Success, Analytics, and Data Management teams supporting clinical trial studies worldwide. I oversaw adoption of clinical trial technologies across more than 10 countries and negotiated multimillion-dollar contracts with CROs and sponsors.

I scaled Phase I–IV study operations to revenues above USD 10M and developed business intelligence dashboards for regulatory submissions, including COVID-19 and Polio vaccines. Our work achieved NPS 9/10 and CSAT 4.5/5.

At Endpoints Latam, I defined and executed a roadmap for LATAM site network expansion involving USD 2M in acquisitions and more than 250 employees. I also coordinated clinical site integration and developed KPI frameworks and Power BI dashboards to monitor operations.

Earlier, I managed operations at Integra IT and improved customer success across enterprise accounts. At AkzoNobel, I reduced EU supply-chain stockouts from 3.2% to 1.5%.

Experience

Work history, roles, and key accomplishments

Current

Senior Project Manager

Current

Solid River Capital

Jan 2026 - Present (10 months)

Worked as Senior Project Manager at Solid River Capital.

Strategic Project Director

Endpoints Latam

Feb 2024 - Aug 2025 (1 year 6 months)

- Defined and executed strategic roadmap for LATAM site network expansion (USD 2M acquisitions, +250 employees).
- Led clinical site integration projects (assessment, eSource adoption, go-live).
- Coordinated board governance with international, cross-functional teams.
- Developed KPI frameworks and Power BI dashboards to optimize and monitor global operations performance.

COO

Integra IT

Jun 2020 - Feb 2024 (3 years 8 months)

- Led the PMO, customer success, Analytics and Data Management teams for clinical trial studies world wide
- Oversaw clinical trial technology adoption (CTMS, ePRO, CRFs, ERPs) across 10+ countries (US, LATAM, EU).
- Negotiated multimillion-dollar contracts with CROs and top-20 sponsors.
- Scaled operations of Phase I–IV studies with revenues >USD 10M.
- Developed Business Intelligence dashboards

General Manager

Integra IT

Jun 2019 - Jun 2020 (1 year)

- Doubled company growth (USD 2M sales, 40% profitability) while navigating COVID-19.
- Maintained workforce stability and business continuity in a global crisis.
- Managed P&L with budget >USD 1M.

Operations Manager

Integra IT

Sep 2015 - Jun 2019 (3 years 9 months)

- Implemented customer success frameworks (NPS, CSAT) across enterprise accounts.
- Directed multinational implementations of SaaS clinical platforms.
- Led and obtained IT Mark certificate for the company.