Salvador Coliz
Industrial Engineer
Leander,TX
Summary
Certified Customer Success Manager & Cybersecurity Specialist of 10 years which thrives in fast-paced environments. Demonstrated consistently strong work ethic and adherence to company policy and procedures, excelling at customer satisfaction and retention. Adept at post-sales support through nimble response and results. Flexible and hardworking in deadline-driven environments.
Overview
10
10
years of professional experience
6
6
Certificate
2
2
Languages
Work History
Sr. Customer Success Manager
Broadcom Inc.
Austin, TX
05.2021 - Current
- Responsible for driving technology adoption and success
- Established customer relationships as trusted advisor holding technical and business reviews
- Worked with Sales and Technical teams on develop Account Plans
- Service Delivery and Escalation Management
- Launched and stabilized first three Product License Agreements (PLA) in Latin America
- Support case volume +100 monthly
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues
Sr. Customer Success Manager
Enterprise Studio by HCL
Mexico City , Mexico
03.2020 - 04.2021
- Established customer relationships as trusted advisor holding technical and business reviews
- Developed new services in conjunction with Consulting Services
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Service Delivery and Escalation Management
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues
- Conducted training and mentored team members to promote productivity and commitment to best practice delivery
- Worked with large enterprise accounts with +30K endpoints in sectors such as Financial, Government, Telco Retail
Sr. Customer Success Manager
Symantec Corporation
Mexico City, Mexico
04.2012 - 02.2020
- Established customer relationships as trusted advisor holding technical and business reviews
- Service Delivery and Escalation Management
- Worked with Sales to develop Premium Support Services portfolio and expand license and services footprint
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Conducted training and mentored team members to promote productivity and commitment to critical, efficient and relevant communications
- Worked with large enterprise accounts with +30K endpoints in sectors such as Financial, Government, Telco Retail
- Created customer support strategies to increase customer retention
- Delivered, managed and coordinated Proactive Services
Education
MBA - Business Administration
Monterrey Institute of Technology And Higher Education
Mexico CityBachelor of Science - Industrial Engineering
Monterrey Institute of Technology And Higher Education
Mexico CitySkills
- Customer Retention
- Large Account Management
- Outstanding communication
- Strong conflict resolution
- Active listening
- Leadership
- Planning and organization
- Exemplary work ethic
- Fluent in English/Spanish (Native)
- MS Office
- PHP, MySQL, SQL
- Strategic Planning
Accomplishments
- America's CSM of the Quarter Award (Q3FY19)
- Signature Service Moment Award (Q2FY20)
- Sales Best Friend Award for Mexico (FY18 & FY19)
- Built & Lead the Critical Communication Project for Strategic Customers of Latin-America, delivering Alerts, Newsletters & Threat Intelligence articles in English, Spanish and Portuguese
- Developed a Protection Overview template to deliver proactive review for all Cybersecurity solutions
- Delivered the Technical Support Best Practices Webinar
Certification
- CompTIA: Security+ / Cybersecurity Analyst (CySA+) / Advanced Security Practitioner (CASP+)
- Success Coaching: Certified Customer Success Manager
- Symantec: Sales Expert / Sales Expert Plus (SEP, DLP, SMG, ATP, CSS, ProxySG, DCS, WSS)
- Signature Service
Timeline
Sr. Customer Success Manager
Broadcom Inc.
05.2021 - Current
Sr. Customer Success Manager
Enterprise Studio by HCL
03.2020 - 04.2021
Sr. Customer Success Manager
Symantec Corporation
04.2012 - 02.2020
Bachelor of Science - Industrial Engineering
Monterrey Institute of Technology And Higher Education
MBA - Business Administration
Monterrey Institute of Technology And Higher Education