Carolina Jimenez
San Jose
Summary
I'm a customer obsessed leader with 8+ years of experience in the IT industry, specializing in client relationship management and satisfaction. A seasoned professional with a passion for cultivating meaningful connections, I have consistently demonstrated a people-oriented approach to ensure clients' success and drive business growth. I love giving back to the community, and new challenges. Seeking a new opportunity to apply my expertise in Customer Success within a dynamic IT environment, where I can contribute to both client satisfaction and company growth.
Overview
9
9
years of professional experience
Work History
Customer Success Account Manager
Microsoft
San José, Costa Rica (Remote)
04.2024 - 06.2024
- Develop and maintain lasting relationships with clients, acting as their trusted advisor
- Track and optimize customer retention metrics, ensuring high levels of service quality.
- Identify opportunities for upselling and cross-selling within existing accounts.
- Regularly track key account metrics and report on customer health scores.
- Work closely with account team and product teams to align on customer goals and ensure successful outcomes.
Technical Adoption Manager
S360, VMware, Inc.
08.2023 - 01.2024
- Onboarded customers to S360 and served as a trusted advisor ensuring customer retention and consumption
- Created a Success Plan with objectives/tasks aligned to customer requirements/business objectives
- Provided Solution Guidance & best practices review to identify performance optimization opportunities
- Identified customer use cases and opportunities for prescribing Adoption Guidance and Workshops to further adoption and consumption
- Presented achievements and customer progress in regularly though Quarterly Business Review
- Collaborated with multi-functional VMware project teams which could consist of VMware consultants, engineers, product management and support staff.
Customer Success Manager
S360, VMware, Inc.
02.2023 - 08.2023
- Onboarded customers to S360 and served as a trusted advisor ensuring customer retention and consumption
- Created a Success Plan with objectives/tasks aligned to customer requirements/business objectives
- Provided Solution Guidance & best practices review to identify performance optimization opportunities
- Identified customer use cases and opportunities for prescribing Adoption Guidance and Workshops to further adoption and consumption
- Presented achievements and customer progress in regularly though Quarterly Business Review
- Collaborated with multi-functional VMware project teams which could consist of VMware consultants, engineers, product management and support staff.
Support Services Manager
VMware, Inc.
02.2021 - 02.2022
- Provided Proactive Support Request Management for our premier/S360 customers
- Created weekly/biweekly Support Request Status Reports
- Coordinated Onsite and escalation resources to ensure proper support to our customers
- Collaborated with account team and other relevant teams to assign appropriate priority in driving complex escalations or other requests
- Prepared engagement activities and birthday celebration for the SSM group during global pandemic to promote more communication and collaboration within the team.
Customer Support Supervisor
VMware, Inc.
01.2019 - 02.2021
- Ensured direct reports were fully supported and had all necessary tools/resources to complete their day to day tasks
- Worked on direct reports development plan succesfully to ensure professional and personal growth
- Licensing and CS Escalations handling ensuring resolution and appropiate communication
- Prepared Business Reviews (quarterly/half) for upper management
- Developed business strategies to improve team performance
- Worked closely with team members on career development
- Collaborated as global POC for Desktop release during 2019
- Worked as Giving network coordinator for Aldeas Infantiles service learnings
- Manager backup during paternity leave and holidays
- Succesfully ensured work-life balance for the team during global pandemic.
Customer Support Team Lead
VMware, Inc.
01.2017 - 01.2019
- Monitor team health and performance ensuring KPIs and objectives are met
- Handle incoming Global Licensing Escalations
- Focal/Lead during global projects and programs
- (i.e
- Global Case Categorization Project, vSpirit, Global Training Project)
- Licensing Expert working with incoming assist requests from the team members created through Salesforce
- Training Delivery for new hires as well as processes reinforcement and upskilling for the staff
- Back up Manager roles when needed
- Worked on performance action plans side by side with agents
- Implemented AR process locally successfully which resulted on global expansion
- Implemented a communications project which increased satisfaction amongst the team
- Collaborated as global Readiness POC for the whole Customer Support organization.
Customer Support Specialist
VMware, Inc.
01.2015 - 01.2017
- Provide customer assistance and support primarily via phone, email for technical and customer account queries/issues
- Work directly with our Technical Support Engineers, Quality Analysts Sales staf and other internal teams to resolve customer issues
- Worked with service training, a role which evaluates and audits licensing case handling
- Successfully deployed vExcellence delivery lab, a project to audit and calibrate processes amongst the staf
- Customer Support Training mentor for new hires, assisting the new waves of employees in the new role as part of the senior staf
- Customer Support Trainer for Licensing for new hires and other processes Vspirit: focal for Costa Rica in development and coordination of team building activities in coordination with the global customer support organization.
Education
Business Administration -
Universidad Fidelitas
Senior Women Leadership Program -
Elev8
Project Management CAPM -
Proyectum
Gerencia con Liderazgo -
INCAE Business School
01.2021
Skills
- Customer Success
- Communication Skills
- Client Relations
- Strategic Planning
- Critical Thinking
- Project Management
- Customer Service
- Leadership
- Collaboration
- People Management
- Emotional Agile
- Fast Learner
- Detail Oriented
- Microsoft Office
Languages
Spanish
Native language
English
Proficient
C2
Portuguese
Upper intermediate
B2
Timeline
Customer Success Account Manager
Microsoft
04.2024 - 06.2024
Technical Adoption Manager
S360, VMware, Inc.
08.2023 - 01.2024
Customer Success Manager
S360, VMware, Inc.
02.2023 - 08.2023
Support Services Manager
VMware, Inc.
02.2021 - 02.2022
Customer Support Supervisor
VMware, Inc.
01.2019 - 02.2021
Customer Support Team Lead
VMware, Inc.
01.2017 - 01.2019
Customer Support Specialist
VMware, Inc.
01.2015 - 01.2017
Business Administration -
Universidad Fidelitas
Senior Women Leadership Program -
Elev8
Project Management CAPM -
Proyectum
Gerencia con Liderazgo -
INCAE Business School