Eduardo Fernández
Customer Success Manager
Ciudad Colón,SJ
Summary
Results-driven professional with over 8 years of experience in project management and customer success, adept at managing the full project lifecycle for digital initiatives. Proven ability to build and nurture key client relationships while driving adoption and satisfaction, ensuring clients achieve maximum value from partnerships. Passionate about collaborating with diverse teams to deliver successful outcomes that exceed expectations. Committed to leveraging expertise to foster growth and innovation in every project.
Overview
10
10
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Customer Success Manager
EDIFY SOFTWARE CONSULTING LTDA
04.2023 - Current
- Spearheaded the development and implementation of the entire Customer Success practice, establishing internal processes and strategies.
- Monitored and analyzed key performance indicators (KPIs) to identify growth opportunities and reduce customer churn.
- Drove customer retention and growth by collaborating with the Sales and Marketing departments to implement targeted strategies.
- Acted as a primary point of escalation, resolving complex issues and developing customer-centric solutions to improve satisfaction.
- Cultivated and managed client relationships to ensure satisfaction and long-term partnership.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Assisted customers with onboarding to foster a successful relationship.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
Technical Project Manager 2
EDIFY SOFTWARE CONSULTING LTDA
08.2022 - 08.2023
- Led cross-functional teams in the full software development lifecycle, acting as a Scrum Master and Product Owner to deliver internal software development projects.
- Managed the end-to-end project lifecycle for prospective clients, from initial scoping and proposal creation to final delivery.
- Mentored and developed team members, fostering a culture of continuous improvement and career growth.
- Streamlined project processes by implementing agile methodologies, resulting in increased efficiency and faster completion times.
- Implemented best practices in change management to minimize disruptions during project transitions or scope adjustments.
Sr. Project Manager
CRITICAL MASS LATAM (FORMER “HANGAR WORLDWIDE”)
04.2018 - 08.2022
- Co-Led the MINI Cooper account as Senior Project Manager, overseeing all project execution from concept to completion and consistently meeting strategic objectives.
- Spearheaded project management for the AT&T Ads Display Production account, leading multiple projects and acting as account manager.
- Mentored junior project managers and team members to enhance their skills and career growth.
- Coordinated cross-functional teams to determine timely delivery and compliance of project requirements.
- Orchestrated cross-functional teams to oversee strategic roadmaps and tactical decisions, ensuring alignment with overarching business objectives.
- Streamlined project workflows by implementing best practices in requirements gathering and user story prioritization, resulting in improved project efficiency and clarity.
- KPI, OKRs and management of other metrics for the success of the AT&T Account.
- Established effective communication channels with stakeholders to ensure transparency and alignment of expectations.
- Implemented change management processes to accommodate evolving project requirements while minimizing disruptions.
Jr. Project Manager
SOFTON DIGITAL
02.2016 - 04.2018
- Strategically managed stakeholder relationships to define project requirements and align on objectives, ensuring clear success criteria for all web and mobile projects.
- Oversaw the full software development lifecycle from inception to deployment, consistently delivering projects on time and within budget.
- Developed and executed comprehensive project plans, including detailed schedules and budgets, which served as the roadmap for efficient project execution and resource allocation.
- Directed and coordinated cross-functional teams—including developers, QA testers, UX/UI designers, and product managers—to ensure seamless collaboration and project alignment.
- Managed over 20 projects in the Agile environment, realizing success through application of SDLC methodologies and exceptional leadership skills.
Education
MASTER OF BUSINESS ADMINISTRATION (MBA) -
Formato Educativo
Spain01.2022
Post-Degree(Licenciatura) - Systems Engineering
UNIVERSIDAD LATINA DE COSTA RICA
San Pedro, Costa Rica01.2017
Bachelor in Systems Engineering - undefined
UNIVERSIDAD LATINA DE COSTA RICA
San Pedro, Costa Rica01.2014
Skills
Strategic planning
KPIs & Reporting
CRM, ERP, and PM Tools
Project and Program Management
Account management
CRM Tools
Product Adoption & Value Realization
Project Management
Customer relationship management
Negotiation
Process development
Design thinking
Staff management and development
CRM Tools
Product Adoption & Value Realization
Project Management
Certification
CUSTOMER SUCCESS MANAGER - SuccessCoaching - 2025
Timeline
Customer Success Manager
EDIFY SOFTWARE CONSULTING LTDA
04.2023 - Current
Technical Project Manager 2
EDIFY SOFTWARE CONSULTING LTDA
08.2022 - 08.2023
Sr. Project Manager
CRITICAL MASS LATAM (FORMER “HANGAR WORLDWIDE”)
04.2018 - 08.2022
Jr. Project Manager
SOFTON DIGITAL
02.2016 - 04.2018
Post-Degree(Licenciatura) - Systems Engineering
UNIVERSIDAD LATINA DE COSTA RICA
Bachelor in Systems Engineering - undefined
UNIVERSIDAD LATINA DE COSTA RICA
MASTER OF BUSINESS ADMINISTRATION (MBA) -
Formato Educativo