Esteban Heidke

Responsible for leading Customer Success, Operations, Operational Excellence, and Services teams to drive scalable growth, maximize client satisfaction, and ensure efficient, high-quality service delivery.

• Achieved a 15% reduction in direct costs by driving operational efficiency, implementing automation initiatives, and renegotiating vendor contracts.

• Led the Customer Success team, delivering an NPS of 77 and CSAT of 95%, with a 100% client retention rate.

• Increased service business line revenue by 20% through client portfolio diversification and streamlined operations.

• Spearheaded the design and migration of the operational platform to a custom in-house solution, enhancing development control, aligning roadmap execution, and reducing both operational costs and risk exposure.

• Responsible for ensuring satisfaction, retention, and growth of a company's client base. Collaborating with sales, marketing, product, and support teams to align strategies and ensure consistent client experiences, developing tailored account management plans to address client goals.
• Revamped the company's solution portfolio, introducing two cutting-edge technology-based offerings that significantly amplified client value and competitive advantage
• Strategically repositioned the value proposition to penetrate the Latin American market. Establishment of a robust partnership network, facilitating successful solution implementation and driving business growth in the new target markets
• Developed and administered the vision and strategy for the client management program for the operational team. Achieved optimal team performance, standardized high-value service delivery, and adaptive training aligned with clients' evolving needs
• Led the optimization plan of our IT infrastructure, aligning it with growth objectives. Achieved cost efficiency, increased capabilities, and scalability, ensuring a robust foundation for business expansion

• Responsible for overseeing the strategy, operations, and overall success of customer support, satisfaction, and service delivery on a recent acquisition. Guiding merger and optimization efforts, elevating the acquired company's EBITDA by +25% in under one year.
• Successfully conducted client-specific margin analysis, driving the implementation of a targeted pricing strategy for low-margin clients. This initiative significantly improved profitability and strengthened client relationships
• Designed an impactful inorganic growth plan, leading to explorations with six potential partners and advancing one to an advanced acquisition stage. Positioned the company for exponential growth based on recurring revenue streams
• Designed and executed an innovative account management model encompassing a new organizational structure, streamlining processes, KPIs, and account planning methodology. Identified more than 1 million in upsell opportunities
• Led contract renewal processes for key clients, achieving an average price increase of 15%. Demonstrated strong negotiation skills and market knowledge, contributing to enhanced revenue streams
• Designed and implemented a Joint Venture pact for piloting a new integrated solution in an untapped market

• Core contributor to business improvement consultant services and client projects. Responsible for harnessing the expertise of our team to create reliable solutions and enabling our clients to align their resources and assets deployed with performance outcomes and company goals.
• Redesigned and implemented asset management framework for an energy firm with over $2.5 B in assets and an investment plan over $1 B
• Led a zero-based budgeting process for a power company in four key functional areas which included marketing, innovation and development, maintenance, and clients' assets; final recommendations saving +20% for FY 2021 vs. 2020
• Responsible for reviewing and controlling the execution and roll-out of Montblanc's three-year strategic plan and developed a firmwide business plan

• Lead high-performance teams during strategy and top management projects to create value and deliver excellence to our clients. Supported the firm's business strategy and development while actively selling +$1.5 M in projects.
• Redesigned maintenance strategy and investment portfolio to improve the throughput of the largest lithium plant in the world
• Key contributor in designing the organizational structure and governance model for the international expansion of a mining firm with a CAPEX of more than $400 M in a greenfield
• Designed and implemented the new business model and strategy for a multi-national energy firm’s Chilean branch, a firm with revenue exceeding $1 B, and developed the business plan for +10 key products and services of their portfolio
• Led the business model and strategy design for a key mining supplier with a project impact of 25% of the company’s EBITDA
• Revamped and employed a new back-office structure, processes, and shared services model for a salmon and fishing company saving over $4 M in back-office expenses

• Project lead and business model developer for process improvement analysis. Strategy executor responsible for new process deployment and asset management in the field, working alongside clients throughout the implementation process.
• Reengineered processes to aid in enhancing organizational efficiencies and guarantee the sustainability of the business
• Conducted state-of-the-art research and supported best practices implementation throughout process redesigns to ensure asset management capabilities and improvements in capital-intensive companies

• Participated and led several consulting teams on more than 15 projects in reliability engineering and in evaluating investment projects, investments above $15 B. Identified cost-savings of over $200 M in CAPEX projects.
• Managed and negotiated all economic & technical offers and was an active member of the negotiations team during the engagement and selling process, generating $1 M in revenue
• Designed models and algorithms for economic evaluation using computer simulations with an operational reliability approach
• Cultivated relationships with new clients during project executions and influenced top managers’ decision-making process
• Initiated and led projects analyzing, defining, and deploying service metrics and KPIs to better track, measure, and control performance and identify business improvement opportunities