Eddiana Del Castillo
Medellin
Summary
Results-driven Senior Customer Success Manager known for unparalleled productivity and efficiency in task completion. Specialize in relationship building, strategic planning, and customer satisfaction optimization to drive success. Excel in communication, problem-solving, and adaptability, leveraging these soft skills to foster strong client relationships and ensure positive outcomes. Seasoned Senior Customer Success Manager with relevant experience in formulating and implementing customer success strategies. Possess strong leadership skills, capable of building and directing high-performing teams towards achieving business objectives. Notable for improving customer retention rates and fostering long-term relationships. Made significant impact in previous roles by optimizing processes to enhance customer satisfaction and loyalty.
Overview
12
12
years of professional experience
Work History
Senior Customer Success Manager Cybersecurity
Netskope
01.2023 - Current
- Developing and growing business relationships with mid-market and enterprise/strategic customers in North America.
- Leading value delivery, customer adoption, and operationalization of the complete portfolio offered by the company.
- Detecting and managing potential risks to drive renewal.
- Promote and detect new opportunities, and work alongside the sales and engineering teams to close upsells.
Technical Support Engineer (Cybersecurity)
Fortinet
Bogota
03.2022 - 11.2022
- Next Generation Firewall, VPN, Routing, IPS, SD-WAN development.
- Helped customers worldwide to resolve Platform failures, investigating possible system bugs, configuration assistance.
Network Engineer
Outplex Colombia
Bogota
09.2021 - 03.2022
- Leading the initial stages of designing and deploying the network infrastructure for a new Branch Office in the city.
- Network troubleshooting in Windows and Linux.
Cisco Security Engineer (Tier 2)
Cisco Technical Assistance Center
Barranquilla
03.2014 - 09.2021
- As a valuable player provided research and troubleshooting techniques for the consolidation and expansion of the team.
- I Was selected to be the ambassador of the Cisco customer support program Zero Trust/SASE workshops, learning e-modules and different activities focused on improving 'Foundations to success' playing a leadership role developing and providing the engineer communication and technical resolution skills.
- Added Cisco firewall support in 2016 to provide customer support on the with Firewall Capabilities.
- Assistance in Configuration of equipment features to meet network security strategy.
Education
Master - Cybersecurity
Universitat De Barcelona
11-2024
International Business -
Universidad Del Norte
Barranquilla01.2011
Business English -
Universidad Del Norte
Barranquilla01.2011
Skills
- Network Engineer
- Fluent Communicator Excecutive Level
- Fast flexible learner
- Risk Management
- Zero Trust/SASE
- Quality Customer experience
- Customer satisfaction
- Next Generation Firewall
- VPN
- Routing
- IPS
- Data Analytics
Languages
- Spanish
- English
Timeline
Senior Customer Success Manager Cybersecurity
Netskope
01.2023 - Current
Technical Support Engineer (Cybersecurity)
Fortinet
03.2022 - 11.2022
Network Engineer
Outplex Colombia
09.2021 - 03.2022
Cisco Security Engineer (Tier 2)
Cisco Technical Assistance Center
03.2014 - 09.2021
Master - Cybersecurity
Universitat De Barcelona
International Business -
Universidad Del Norte
Business English -
Universidad Del Norte