Maria Espinoza Quiros
San Jose
Summary
Customer-focused professional with over 7 years of expertise in Senior Customer Success, Sales, and Account Management. Skilled in developing and nurturing relationships with diverse stakeholders in dynamic, fast-paced environments.
Proficient in advanced IT solutions and experienced with various CRMs, including Windows, Salesforce, HubSpot, and Zendesk. Strong capabilities in Agile methodologies, stakeholder management, and sprint planning while effectively managing complex projects with multiple deadlines. Committed to driving customer satisfaction and business growth through strategic relationship-building and project execution.
Overview
9
9
years of professional experience
Work History
Resource Manager
Cisco Systems, Inc.
San José, Costa Rica
11.2023 - Current
- Collaborated with department heads to identify staffing requirements, resulting in improved workforce planning and reduced turnover rates.
- Served as a key point of contact for both internal stakeholders and external partners on matters relating to resource availability and allocation, fostering strong relationships built on trust and transparency.
- Streamlined resource allocation processes by implementing efficient scheduling and tracking systems.
- Continuously assessed the effectiveness of existing resource management strategies, refining processes as needed to ensure optimal performance at all times.
Senior Customer Success Manager
Arkose Labs
San José Costa Rica
02.2023 - 11.2023
- Led customer success initiatives, enhancing client satisfaction and retention rates.
- Achieved revenue targets by managing renewals effectively and identifying upsell opportunities within existing accounts.
- Implemented training programs for clients, increasing product adoption and usage efficiency.
- Collaborated cross-functionally with sales and product teams to ensure seamless client onboarding experiences.
- Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
- Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.
Customer Success Manager & Senior Analysist
Accenture / Microsoft
San Jose Costa Rica
10.2022 - 02.2023
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Created customer support strategies to increase customer retention.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Led sprint reviews, daily scrums and planning meetings to realize full team engagement.
Senior Account Manager
Amazon
San Jose Costa Rica
01.2020 - 10.2022
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Delivered expert support and counsel to independent promotional product distributors focused on boosting sales and gross profits.
Customer Success Manager & Project Manager
CSS Corp
San Jose , Costa Rica
02.2017 - 01.2020
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Managed technical integration, systems engineering program management.
- Updated operational methods, oversaw accounting procedures, tracked information and compiled data to improve efficiency.
- Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.
- Managed successful negotiation of long-term contract renewals with franchise owners and sales affiliates.
- Developed project plans and managed project scope using methodologies (SCRUM, ASD, Crystal, DSDM and Sprint) to guide projects from conceptualization to implementation and maintenance.
Education
CyberSecurity
Ulatina
San José, SJ11-2026
Scrum Master
Udemy
San José Costa Rica06.2023
Certificate - Project Management
Coursera
San Jose05.2023
High School Diploma -
Colegio San Isidro
San José, San José Province07.2013
Skills
- Customer Success Manager
- Promotions and Marketing Strategies
- Technical Issues Analysis
- Strategic Communications
- Pipeline Development
- Scalable Enterprise Software Solutions
- Business Management and Development
- Continuous Quality Improvement (CQI)
- Salesforce CRM Experience
- Strategic Account Planning
- Reporting
- Microsoft Products(Excel, Office365, Power BI)
- Agile Methodologies(SCRUM, ASD, Crystal, DSDM, Sprint)
- Project Management
- Software Implementation
Timeline
Resource Manager
Cisco Systems, Inc.
11.2023 - Current
Senior Customer Success Manager
Arkose Labs
02.2023 - 11.2023
Customer Success Manager & Senior Analysist
Accenture / Microsoft
10.2022 - 02.2023
Senior Account Manager
Amazon
01.2020 - 10.2022
Customer Success Manager & Project Manager
CSS Corp
02.2017 - 01.2020
Scrum Master
Udemy
Certificate - Project Management
Coursera
High School Diploma -
Colegio San Isidro
CyberSecurity
Ulatina