• Participate in the sales, POC presentation and negotiation process with the customer• Responsible for the customer onboarding, maintaining the customer´s accounts and building the relationship• Proactively communicate updates, features, and resources that align with the customer’s needs.• Collaborate with cross-functional teams to improve overall security posture and awareness• Investigate incidents and respond to events in real-time.• Develop and promote best practices for information security.• Provide technical guidance and direction to product delivery teams on security design, development, testing and deployment of security solutions• Developed and implemented integration solutions to meet customer requirements.• Maintained up-to-date knowledge of security trends and best practices to ensure compliance with industry regulations.

• Manage the technical integration of all products post-sale• Managed a portfolio of 60+ high-value clients, ensuring smooth onboarding, continuous product usage, and high customer satisfaction.• Led quarterly business reviews (QBRs) with key accounts, focusing on product optimization and alignment with client business goals, resulting in a 25% increase in upsell opportunities.• Responsible for account creation and product enablement of POCs and all recently closed-won opportunities• Responsible for customer onboarding, maintaining the customer´s accounts, and building the relationship.• Identify opportunities for upselling or cross-selling additional products and services.• Proactively communicate updates, features, and resources that align with the customer’s needs..• Develop a personalized success plan aligned with the customer’s goals.• Conducted training sessions for staff members on how to use newly implemented systems effectively.• Identified potential security risks, vulnerabilities, and threats to the organizations systems and networks.

• Provided advanced technical support to customers via email, phone, and live chat, resolving an average of 50+ tickets per week with a 95% satisfaction rate.• Assisted customers in troubleshooting product-related issues, from software bugs to hardware configurations, ensuring fast and efficient resolutions.• Acted as the primary point of escalation for complex technical issues, collaborating with product and engineering teams to resolve customer challenges.• Developed and maintained technical documentation and FAQs for common issues, reducing ticket volume by 20% by enabling self-service solutions.• Collaborated with the Customer Success team to ensure that technical solutions were aligned with clients business objectives and success metrics.

• Assisted customers with product inquiries, technical support and other customer service-related issues.• Created training materials for new customer service representatives.• Maintained an up-to-date knowledge of company products and services.Provided guidance on best practices for using company products or services.• Liaised with cross-functional departments to train customer support team on products and services and troubleshooting techniques.• Coach, guide, lead newer members of the Customer Support team with customer issues. • Ensure Support SLAs and goals are consistently met and ticket queues are well managed.• Provide guidance on prioritizing and creating efficient workflows to keep up with task and workload.• Analyzed and identify team/customer paint points by tracking feedback from costumer, feedback from TSEs, and patterns in ticket volume.• Work with management to ensure all voices in the team are heard and guarantee an inclusive work environment.

• Managed a portfolio of 40+ high-value clients, ensuring smooth onboarding, continuous product usage, and high customer satisfaction.• Led quarterly business reviews (QBRs) with key accounts, focusing on product optimization and alignment with client business goals, resulting in a 25% increase in upsell opportunities.• Collaborated closely with the support team to address complex technical issues and ensure rapid resolution, reducing churn by 15% within the first year.• Developed and maintained customer health scorecards to track engagement, identify at-risk clients, and proactively address concerns.• Created and delivered technical product training sessions, resulting in a 30% improvement in customer adoption rates.• Spearheaded the implementation of a customer feedback program, gathering actionable insights that led to product enhancements.

•Lead and influence cross-functional technical and operations teams directly or indirectly that do not report into the role and effectively manage multiple projects with competing priorities•Served as the primary point of contact and manage customer communication.•Cultivated a trusted advisor relationship with stakeholders and executive sponsors•Collaborated with the Sales and Onboarding team to assist in the implementation of new customers•Collaborated with the project team

•Lead the network implementation for Oil & Gas and energy companies. (PDVSA & Chevron).•In charge of the Data Center environment and security implementation.•Conduct technical meetings with customers and resellers to highlight our products and solutions.•Collaborate with third-party support and service vendors to ensure that the network stays operational.