Enderson Porras
Customer Success & Strategic Account Manager
Quesada
Summary
Customer Success & Strategic Account Manager with 7+ years driving business growth, customer success, and technical account management across global enterprises. Skilled in developing joint business plans, analyzing performance metrics, and delivering strategic recommendations to optimize revenue, customer satisfaction, and operational efficiency.
Overview
8
8
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Technical Support Engineer
Persistent Systems (Vendor for Microsoft)
02.2024 - 05.2025
- Acted as a technical advocate and strategic account manager for enterprise Azure customers, driving customer success through tailored consultative guidance, billing transparency, and cost optimization strategies.
- Delivered strategic insights by analyzing consumption data and surfacing opportunities for business growth through Azure cost efficiencies.
- Orchestrated account reviews by analyzing consumption data and performance metrics in Excel and Power BI, presenting actionable insights that aligned with strategic account goals.
- Partnered with engineering teams to validate credit requests and expedite billing adjustments, aligning technical resolutions with broader seller relationship management goals.
Technical Support Engineer (IC2)
Microsoft Regional Operations Costa Rica
08.2021 - 07.2023
- Managed a portfolio of enterprise accounts for Dynamics 365 CE, providing consultative support and proactive recommendations to improve adoption, user experience, and ROI.
- Developed joint success plans with customers, aligning business objectives with Microsoft solutions and ensuring long-term account growth.
- Coordinated cross-functional workflows via structured project management to uphold SLAs and drive business growth through improved satisfaction metrics.
- Supported team development and seller relationship management through mentoring and workshops to ensure service continuity, and optimize support processes aligned with business goals.
Software Support Engineer
Tek Experts (Vendor for Microsoft)
07.2019 - 07.2021
- Oversaw account workflows and lifecycle management for enterprise customers, ensuring SLA compliance and building trusted long-term relationships.
- Partnered with domain experts to define action plans for complex cases, enabling consultative guidance and efficient problem-solving.
- Led the ramp-down of a 12-member support team through daily stand-ups and escalation protocols.
- Authored internal guides and templates based on trend analyses to empower junior staff and improve customer support for both clients and peers.
Virtual Customer Service Associate
Amazon Support Services
09.2017 - 07.2018
- Delivered customer success support for Amazon sellers and buyers, resolving billing, order, and operational escalations while ensuring a seamless and positive customer experience.
- Acted as a liaison between customers and third-party sellers to address policy disputes, billing concerns, and fulfillment issues, facilitating timely resolutions and maintaining trust.
- Resolved billing, order, and service requests by following protocols to meet performance targets and support seller relationship management.
- Coordinated cross-departmental teams for complex orders, ensuring efficient issue resolution and alignment with joint business plans.
Education
Licentiate's Degree - IT Management For Business
Universidad Latina De Costa Rica
05.2001 -
Bachelor's Degree - Systems Engineering
Universidad Latina De Costa Rica
05.2001 -
Skills
Customer Success Management
Strategic Account Planning
Business Growth & Optimization
Seller Relationship Management
Data-Driven Insights & Forecasting
E-commerce Strategy
Certification
Microsoft Certified: Azure Fundamentals (AZ-900)
Timeline
Technical Support Engineer
Persistent Systems (Vendor for Microsoft)
02.2024 - 05.2025
Microsoft Certified: Azure Fundamentals (AZ-900)
10-2023
Microsoft Certified: Dynamics 365 Fundamentals (CRM) (MB-910)
07-2023
Technical Support Engineer (IC2)
Microsoft Regional Operations Costa Rica
08.2021 - 07.2023
Software Support Engineer
Tek Experts (Vendor for Microsoft)
07.2019 - 07.2021
Virtual Customer Service Associate
Amazon Support Services
09.2017 - 07.2018
Licentiate's Degree - IT Management For Business
Universidad Latina De Costa Rica
05.2001 -
Bachelor's Degree - Systems Engineering
Universidad Latina De Costa Rica
05.2001 -
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