Jonathan Martinez
Sr. Customer Success Manager/Program Manager
San Francisco,Heredia
Summary
Costa Rican resident. 10+ years’ experience in B2B IT industry with more than 15 years’ experience in Call Center environment, IT Infrastructure support services aligned to ITIL standards, and Cloud Success Services working for IT leader companies promoting a professional environment and best practices.
Overview
10
10
years of professional experience
Work History
Senior Customer Onboarding Specialist/CSM Program Manager
VMware
Heredia
04.2022 - 12.2023
- The VMware Tanzu Sr. Customer Onboarding Specialist role provides post-sales Customer Success support during the onboarding activities to ensure fist consumption of the VMware Tanzu Modern Apps Organization, this includes product activation, use case revision, success planning and coordination with cross-functional team to ensure customer success
- Besides that, as part of the new Onboarding team, I took an active role as Program Manager for the CSM Organization to plan and execute process improvement projects, adoption campaigns, leading the Modern Apps Mentorship Program, leading the relationship between the Onboarding team and VMware cross functional teams, and leading product transitions, product enhancements, and process migrations within the Customer Success Organization.
Senior Customer Success Manager
Citrix Systems
01.2018 - 03.2021
- The CSM role is responsible to ensure a successful cloud journey for SaaS customers in all Citrix products such as Networking, Virtualization, Content Collaboration, and Mobility.
- As a Customer Success Account Manager, the CSM is responsible for a Portfolio of more than 100 accounts with a 6.24M value and assisting these customers to expand and grow their subscription during their life cycle activities: Pre-Sales, Onboarding, Adoption, Risk management, Expansion, and Renewals.
- Focus on helping customers to achieve their desired business outcomes through activities that include but are not limited to plans to drive end-user adoption, trainings, demos, supporting product implementations, promoting product enhancements, removing technical and business blockers, to do that this role is accountable for the coordination with cross-functional teams such as Sales, Success Engineering, Support, Product Management, and others to ensure success.
IT Infrastructure Services Change Manager
HPE/DXC
01.2014 - 10.2017
- This position owns the E2E DXC change control process, which is aligned with the ITIL standard
- This role is accountable for the operational change life cycle activities as well as the coordination with the capability teams and managing the relationship with the client regarding the ITIL change control process.
Education
Some College (No Degree) - Psicology
Universidad Hispanoamericana
HerediaSpecialized Service Center Bilingual Technician -
Instituto Nacional De Aprendizaje (INA)
Skills
Citrix Certified Sales Professional
Project management Fundamentals PMI
Scrum Master Professional Certified Account Management (ITIL-SaaS)Comptia Cloud TrainingITIL Foundation knowledgeSix Sigma Yellow BeltAdvanced English and SpanishTimeline
Senior Customer Onboarding Specialist/CSM Program Manager
VMware
04.2022 - 12.2023
Senior Customer Success Manager
Citrix Systems
01.2018 - 03.2021
IT Infrastructure Services Change Manager
HPE/DXC
01.2014 - 10.2017
Some College (No Degree) - Psicology
Universidad Hispanoamericana
Specialized Service Center Bilingual Technician -
Instituto Nacional De Aprendizaje (INA)