Tatiana Alvarez
Heredia
Summary
Results-oriented Customer Success Manager with over 15 years in B2B SaaS and high-tech sectors. Specializes in utilizing data visualization tools like Tableau and Power BI for actionable insights in quarterly business reviews and strategic assessment. Skilled in managing customer campaigns, optimizing success plans, and building executive relationships to enhance customer lifetime value and reduce churn.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Heredia | Incident Commander
Toptal (Contractor) Client Databricks
Heredia
12.2012 - 06.2016
- Directed incident command during high-severity global IT outages, facilitating quick resolutions to minimize business impact.
- Led highly-visible incident bridges and technical war rooms, crafting concise, executive-ready messaging and frequent updates for stakeholders and business leadership under pressure.
- Facilitated blameless postmortems and Root Cause Analysis (RCA) methodologies, tracking systems risk and remediation actions to reduce Mean Time to Restore (MTTR).
- Delivered data-driven monthly reports on incident trends and actively participated in the Unified Change Advisory Board (CAB) to integrate learnings into the change management process.
San Jose | Support Escalation Manager
Microsoft | San Jose
San Jose
02.2021 - 01.2023
- Addressed high-priority customer escalation needs for critical issues affecting Microsoft’s Premier customers and Partners, ensuring executive-level communication.
- Managed incident response for major outages and cyber-attacks, leading virtual cross-functional teams to ensure swift service restoration and minimize business impact.
- Coordinated 24/7 support during high-severity incidents, improving response time SLAs and safeguarding customer trust during crises.
- Enhanced customer satisfaction (CSAT) through prompt dispute resolution, transparent communication, and high-quality service delivery.
Customer Success Manager
Citrix Systems | Heredia
Heredia
- Managed a portfolio of 150 Mid-Market B2B accounts, maintaining strong executive relationships to ensure high levels of satisfaction and account retention.
- Designed and executed targeted customer success campaigns to drive product adoption, resulting in 27% expansion revenue growth and a 90% retention rate.
- Leveraged Gainsight and Tableau analytics to track customer health insights, proactively identifying at-risk accounts and implementing strategic success plans to reduce churn by 20%.
- Used Salesforce CRM to monitor account activity, forecast renewals, and collaborate closely with sales teams on strategic upselling opportunities.
- Facilitated client onboarding by hosting kick-off meetings to align on action plans, monitored implementation status weekly to preemptively address roadblocks, and managed support cases to maintain high service standards.
Customer Advocate Manager San Pedro
Tek-Experts IT Solutions | San Jose
San Jose
04.2018 - 07.2020
- Engaged newly onboarded enterprise Hewlett Packard accounts, introducing the customer service framework and aligning support structure with client business goals.
- Oversaw the onboarding of new Customer Success Managers, gathered technical support feedback, and proactively addressed risks to project renewals and mitigation.
- Coordinated contract renewals with sales teams by reviewing expired agreements and investigating contract history, supporting key revenue generation processes.
- Acted as a strategic liaison between corporate clients and internal technical departments to facilitate seamless coordination and resolve complex customer issues efficiently.
Database Editor / Customer Support
Project Resources Group | San Jose
San Jose
10.2010 - 10.2012
- Ensured database accuracy and completeness for Comcast Yellow Pages campaign, generating reports on data usage and activation trends to inform decision-making.
- Delivered web and email technical support for Comcast customers, troubleshooting service issues and managing wireless data and activation processes.
Education
Técnico en Técnico - Administración De Recursos Humanos
Universidad De Costa Rica
San Jose08-2018
Técnico en - CISCO CCNA
Tecnológico De Costa Rica
Cartago06-2017
High School Diploma - undefined
Somerville High School
New Jersey06-2008
Skills
- Incident response coordination
- Emergency response planning
- Crisis management
- Disaster management
- Risk assessment
- Operational efficiency
- Strategic planning
- Project management
- Complex problem solving
- Data analytics Tableau and Power BI
- CRM expertise
- Cross-functional teamwork
- Churn mitigation
Certification
- Six Sigma Yellow Belt – SCRUMstudy (July 2025)
- Scrum Fundamentals Certified (SFC) – SCRUMstudy (July 2025)
- Salesforce Essentials: Mastering CRM for Business Success – Udemy (July 2025)
- Citrix Certified Sales Professional (CCSP) – Citrix (2019)
Languages
Spanish: Native
English: C1 Advanced (C1)
Timeline
San Jose | Support Escalation Manager
Microsoft | San Jose
02.2021 - 01.2023
Customer Advocate Manager San Pedro
Tek-Experts IT Solutions | San Jose
04.2018 - 07.2020
Heredia | Incident Commander
Toptal (Contractor) Client Databricks
12.2012 - 06.2016
Database Editor / Customer Support
Project Resources Group | San Jose
10.2010 - 10.2012
High School Diploma - undefined
Somerville High School
Técnico en - CISCO CCNA
Tecnológico De Costa Rica
Técnico en Técnico - Administración De Recursos Humanos
Universidad De Costa Rica
Customer Success Manager
Citrix Systems | Heredia
Websites & Social Links
https://www.linkedin.com/in/tatiana-alvarez-962822147/