Silvia Barth-Jimenez
Summary
With over 15 years of experience in managing regional and global teams in various service operations, I have developed a strong passion and expertise for people and project management, process optimization, and customer success. My goal is to collaborate with organizations that value strategic planning, optimal use of resources, and best practices to facilitate productivity and growth. Let's connect to explore how we can make a positive impact together
Overview
10
10
years of professional experience
1
1
Certification
Work History
Project Manager, Education Services
NI (National Instruments)
11.2022 - 10.2023
- As a dedicated Project Manager, I had the opportunity to lead cross-functional teams to deliver multiple initiatives for the Education Services program at NI to enhance learner experience
- With a strong focus on planning, effective communication, and strategic problem-solving solving I ensured projects were executed efficiently, on time, and within budget.
Global Services Operations Sr. Manager
NI (National Instruments)
01.2021 - 12.2021
- Responsible for NI's Service Fulfillment Operations teams globally
- This team supports the SW (quote-to-cash subscription renewals for single and volume users), HW (RMA/Warranty/Repair&Calibration Agreements), and Education services programs (training/certification delivery) and it is essential to deliver post-sales value and drive long-term customer engagement through exceptional service and quality control.
Global Education Services Operations Sr. Manager
NI (National Instruments)
03.2019 - 01.2021
- Accountable for managing a globally distributed team that proactively promotes customer education courses and certifications for NI customers to attend in person or virtually
- Once courses are scheduled, the Customer Education Operations team is responsible for the delivery based on NI standards or customer requirements for Enterprise private events
- Some critical processes were event coordination, customer registration, invoicing, customer communications, resource allocation, and any other relevant logistics details to provide a smooth and high-quality training experience to NI customers.
Americas Software Services Operations Manager
NI (National Instruments)
01.2018 - 03.2019
- Responsible for driving the NI SW SaaS program for individual, volume, and enterprise customers across the entire portfolio, from Strategic to SMB customers and Distributor channels in the Americas market (US/Canada, Mexico, Costa Rica, Colombia, Brazil)
- In the day-to-day, we would partner closely with BDMs, Sales, and product owners to channel customer feedback, and challenges and qualify leads for expansion
- Our main goal was to drive SWS entitlement usage adoption, customer success, and revenue generation through service agreement renewals (auto-renew/multiyear subscriptions).
Licensing Support Operations Manager
NI (National Instruments)
03.2017 - 01.2018
- The Licensing Support Operations Manager position resides within the Americas Customer Operations Organization and it's responsible for the daily planning, organization, and follow-up of all operational activities related to software services support for Single-Seat and Multi-Seat Agreements.
Software Services Renewals Manager
NI (National Instruments)
10.2015 - 02.2017
- The Software Renewals Manager is part of the Americas Inside Sales Department and is responsible for the daily planning, organization, and follow-up of all sales floor activities related to software service contract renewals.
Software Renewals Specialist
NI (National Instruments)
04.2014 - 10.2015
- The Single Seat Renewals Specialist is part of the Americas Inside Sales Department and plays a key role driving continuity of SSP though expert knowledge on the software services catalog, execution of transactional sales and best in class service delivery experience.
Education
Bachelor's Degree - Industrial Engineering
Universidad Internacional de las Americas
01.2018
Skills
- Strategic Planning
- Project Management
- Collaborative Problem Solving
- Strategy Alignment
- Service Delivery
- Escalations Management
- Continuous Process Improvement
- Software as a Service (SaaS)
- Change Management
- Program Management
- Resource Allocation
- Risk Management
Websites
Certification
- PMP - Project Management Professional (PMI)
- People Management One (PM 1) - Role of an NI People Manager/Communicating for Leadership Success - NI (National Instruments)
- People Management Two (PM2) - Situational Leadership - NI (National Instruments)
- People Management Three (PM3) - Coaching Essentials/ Engaging and Retaining Talent/ Developing Yourself and Others - NI (National Instruments)
- Customer Engagement Process (CEP): Demand Generation Executive Overview - NI (National Instruments)
- Competency Development Leadership Program - INCAE Business School
- Finance for Non-Financial Managers - LinkedIn
- Accounting Foundations - LinkedIn
- Diversity, Inclusion, and Belonging - LinkedIn
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Project Manager, Education Services
NI (National Instruments)
11.2022 - 10.2023
Global Services Operations Sr. Manager
NI (National Instruments)
01.2021 - 12.2021
Global Education Services Operations Sr. Manager
NI (National Instruments)
03.2019 - 01.2021
Americas Software Services Operations Manager
NI (National Instruments)
01.2018 - 03.2019
Licensing Support Operations Manager
NI (National Instruments)
03.2017 - 01.2018
Software Services Renewals Manager
NI (National Instruments)
10.2015 - 02.2017
Software Renewals Specialist
NI (National Instruments)
04.2014 - 10.2015
Bachelor's Degree - Industrial Engineering
Universidad Internacional de las Americas
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