Néstor Zavala
Summary
Proven leader in customer success, adept at driving retention and expansion within LATAM markets, notably at Intercom. Excelled in leveraging AI solutions and bilingual capabilities to enhance client relationships and achieve a 90% retention rate. Demonstrates strategic decision-making and cross-functional team leadership, significantly increasing revenue and client satisfaction.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Success Manager-LATAM
Intercom
Chicago, IL
06.2023 - Current
- Drive customer retention and expansion across a portfolio of 75+ accounts in the LATAM region, with a focus on AI-powered solutions and multilingual customer engagement
- Successfully prevented major client churn through strategic escalation management and creative problem-solving, resulting in multiple two-year contract renewals
- Collaborate closely with Revenue Managers to conduct product demos and strategic presentations, contributing to the highest expansion revenue achievement in the LATAM region
- Led initiative to improve LATAM market presence through monthly educational webinars and creation of customer success stories, featuring strategic accounts like Huli and Racional
- Provide bilingual support and strategic guidance for clients implementing Fin AI solutions, bridging crucial language and technical gaps in the LATAM market
- Secured and managed partner hours for custom implementation projects, including development of language-specific workflows for multilingual support requirements
- Act as a key escalation point for complex technical issues, coordinating with R&D teams globally to ensure timely resolution of critical client concerns
- Created and executed strategic plans for AI tool adoption, focusing on expansions across the LATAM portfolio
- Advocate for and secure product improvements through feature request escalation and stakeholder management, improving client satisfaction and retention
Senior Client Success Manager-Latin America Accounts
Mintel
Chicago, IL
09.2022 - 06.2023
- Client Success Manager- LATAM Region
- Recognized and activated against client business objectives, showcasing the value of Mintel solutions at every interaction, ending the first fiscal year with a 90% retention rate through exceptional communication and detailed product knowledge
- Converting high value red flag accounts to renewals by building a relationship with key players through specific content and customized trainings and translating client usage and feedback into actionable insights and feature ideas
- Monitored account's status to identify churn risk and successfully eliminated that risk by providing internal feedback to sales, product, content and marketing on how to better serve clients and ensured regular check-in calls with clients
- Translated US presentations from English to Spanish to adapt to the Latin and South American markets, responsible for servicing the whole LATAM Spanish speaking portfolio
- Designed innovative and engaging ways to develop new training materials to ensure successful user onboarding, support business-wide adoption and deepen the desire to use our products
- Successfully completed onboarding 1 month prior to target date and led a client presentation within 2 months of starting
Sales Representative EI
Suburban Elevator
Aurora, IL
12.2020 - 09.2021
Project Manager
Mitsubishi Electric US, Inc.
Cypress, CA
10.2018 - 06.2020
Sales Estimator
Magnetic Inspection Laboratory, Inc.
Elk Grove, IL
07.2017 - 10.2018
New Installations Account Representative
ThyssenKrupp Elevator Americas
Chicago, IL
08.2014 - 06.2017
Management Trainee
Enterprise Rent-A-Car
Chicago, IL
05.2013 - 08.2014
Education
Bachelor of Arts (B.A.) - Business Administration and Management, General
Beloit College
01.2013
Bachelor of Arts (B.A.) - International Relations and Affairs
Beloit College
01.2013
Skills
- Customer Relationship Management
- Cross-functional Team Leadership
- AI Solutions
- Strategic Decision-Making Skills
- Retention Analysis Expertise
- Bilingual/Multilingual
Certification
- Customer Success Certified: Core
- Customer Success Metrics Certified
- Set up Intercom for your business
- Designing and implementing a conversational framework for support teams.
Personal Information
Title: Customer Success Manager-LATAM
Languages
Spanish
Native/ Bilingual
English
Full Professional
Timeline
Customer Success Manager-LATAM
Intercom
06.2023 - Current
Senior Client Success Manager-Latin America Accounts
Mintel
09.2022 - 06.2023
Sales Representative EI
Suburban Elevator
12.2020 - 09.2021
Project Manager
Mitsubishi Electric US, Inc.
10.2018 - 06.2020
Sales Estimator
Magnetic Inspection Laboratory, Inc.
07.2017 - 10.2018
New Installations Account Representative
ThyssenKrupp Elevator Americas
08.2014 - 06.2017
Management Trainee
Enterprise Rent-A-Car
05.2013 - 08.2014
- Customer Success Certified: Core
- Customer Success Metrics Certified
- Set up Intercom for your business
- Designing and implementing a conversational framework for support teams.
Bachelor of Arts (B.A.) - Business Administration and Management, General
Beloit College
Bachelor of Arts (B.A.) - International Relations and Affairs
Beloit College
Similar Profiles
Vincent Savage JrVincent Savage Jr
Mid-Market Relationship Manager at IntercomMid-Market Relationship Manager at Intercom
Aryan AryanAryan Aryan
Delivery Driver at IntercomDelivery Driver at Intercom
Nadeem SulemanaNadeem Sulemana
Customer Delivery Representative at IntercomCustomer Delivery Representative at Intercom