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A lo largo de estos años, trabajé con equipos de ventas, producto y soporte para mejorar procesos, reducir churn y generar nuevas oportunidades. Me gusta escuchar al cliente, entender su contexto y ayudarlo a que logre sus objetivos. No se trata solo de resolver tickets, sino de construir relaciones de confianza.

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Identificación de oportunidades de upselling y cross-selling.
Desarrollo de playbooks y materiales para optimizar la experiencia.
Capacitaciones claras y orientadas a la adopción real.

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KUNAN | FEB 2025 – ACTUALIDAD
Lideré la estrategia integral de Customer Success para 4 unidades de negocio en entornos SaaS B2B.
Diseñé e implementé procesos escalables de onboarding, adopción y expansión de clientes.
Coordiné la ejecución de proyectos desde la preventa hasta la implementación en producción.
Supervisé un equipo de CSMs, definiendo KPIs, playbooks y estrategias de seguimiento.
Identifiqué oportunidades de upsell y cross-sell basadas en análisis de uso y feedback estratégico.
Actué como enlace entre Producto y Clientes para alinear el roadmap con necesidades reales.
Implementé tableros de métricas (churn, Health Score, NPS) y presenté reportes ejecutivos para la dirección.

HEAD OF CUSTOMER SUCCESS
DELTA PROTECT | JUN 2023 – AGO 2024
Actué como referente del área de Customer Success en una startup en rápido crecimiento.
Lideré iniciativas estratégicas de retención y adopción de clientes en entornos de ciberseguridad.
Construí y ejecuté playbooks, flujos de trabajo y procesos de seguimiento escalables.
Analicé métricas clave de churn, satisfacción y uso para anticipar riesgos y generar oportunidades.
Colaboré activamente con Producto, Ventas y Soporte para mejorar la experiencia del cliente.
Presenté reportes ejecutivos con insights accionables y propuestas de mejora continua.
Acompañé al equipo de CSMs más junior como mentora y punto de contacto técnico/estratégico.

CUSTOMER SUCCESS ANALYST
SIMPLIROUTE | ENE 2022 – MAY 2023
Responsable de la experiencia del cliente para el segmento SME en Argentina, Uruguay, Paraguay y España.
Onboarding de nuevos clientes, garantizando una entrega rápida de valor en la plataforma.
Liderazgo en la planificación y gestión de proyectos internos, asegurando el cumplimiento de plazos.
Recopilación y escalamiento de feedback de clientes hacia el área de producto para nuevas funcionalidades.
Monitoreo y evaluación proactiva del uso del software, impulsando la satisfacción y retención.
Implementación de capacitaciones personalizadas para mejorar la adopción del producto.

CUSTOMER SUPPORT MANAGER
WISBOO | FEB 2020 – NOV 2021
Primera empleada del área de soporte, creando desde cero la documentación y el Centro de Ayuda.
Gestión del soporte al cliente a través de canales como email, WhatsApp y CRM (Hubspot e Intercom).
Diseño y ejecución del proceso de onboarding para nuevos empleados del área de soporte.
Desarrollo de documentación técnica y coordinación con equipos para resolver incidencias en GitHub.
Puesta en marcha y optimización de CRM (Intercom) para mejorar la eficiencia del servicio al cliente.","rawText":"CUSTOMER SUCCESS MANAGER SENIOR KUNAN | FEB 2025 – ACTUALIDAD Lideré la estrategia integral de Customer Success para 4 unidades de negocio en entornos SaaS B2B. Diseñé e implementé procesos escalables de onboarding, adopción y expansión de clientes. Coordiné la ejecución de proyectos desde la preventa hasta la implementación en producción. Supervisé un equipo de CSMs, definiendo KPIs, playbooks y estrategias de seguimiento. Identifiqué oportunidades de upsell y cross-sell basadas en análisis de uso y feedback estratégico. Actué como enlace entre Producto y Clientes para alinear el roadmap con necesidades reales. Implementé tableros de métricas (churn, Health Score, NPS) y presenté reportes ejecutivos para la dirección. HEAD OF CUSTOMER SUCCESS DELTA PROTECT | JUN 2023 – AGO 2024 Actué como referente del área de Customer Success en una startup en rápido crecimiento. Lideré iniciativas estratégicas de retención y adopción de clientes en entornos de ciberseguridad. Construí y ejecuté playbooks, flujos de trabajo y procesos de seguimiento escalables. Analicé métricas clave de churn, satisfacción y uso para anticipar riesgos y generar oportunidades. Colaboré activamente con Producto, Ventas y Soporte para mejorar la experiencia del cliente. Presenté reportes ejecutivos con insights accionables y propuestas de mejora continua. Acompañé al equipo de CSMs más junior como mentora y punto de contacto técnico/estratégico. CUSTOMER SUCCESS ANALYST SIMPLIROUTE | ENE 2022 – MAY 2023 Responsable de la experiencia del cliente para el segmento SME en Argentina, Uruguay, Paraguay y España. Onboarding de nuevos clientes, garantizando una entrega rápida de valor en la plataforma. Liderazgo en la planificación y gestión de proyectos internos, asegurando el cumplimiento de plazos. Recopilación y escalamiento de feedback de clientes hacia el área de producto para nuevas funcionalidades. Monitoreo y evaluación proactiva del uso del software, impulsando la satisfacción y retención. Implementación de capacitaciones personalizadas para mejorar la adopción del producto. CUSTOMER SUPPORT MANAGER WISBOO | FEB 2020 – NOV 2021 Primera empleada del área de soporte, creando desde cero la documentación y el Centro de Ayuda. Gestión del soporte al cliente a través de canales como email, WhatsApp y CRM (Hubspot e Intercom). Diseño y ejecución del proceso de onboarding para nuevos empleados del área de soporte. Desarrollo de documentación técnica y coordinación con equipos para resolver incidencias en GitHub. Puesta en marcha y optimización de CRM (Intercom) para mejorar la eficiencia del servicio al cliente.","canEdit":false,"editUrl":"https://www.workana.com/freelancer/e06ba977df3490fc6a6efd0b682b8aa6/profile/history","g11n":{"edit":"Edit","save":"Save","cancel":"Cancel","warning":"Warning: Don't share contact information or you may be blocked.","expandText":"View more","collapseText":"View less","placeholder":"Describe your work on previous projects, your role, and your contributions for each milestone of your professional career. Tell us how your work has brought value to the projects you have collaborated on in the past. Choose the most relevant aspects for each position, what you learned and achieved, and anything else that will help in understanding your career path."},"validation":{"required":true,"min":20,"max":50000}}},"profileCompleteness":{"show":false},"newProfileCard":{"canEditCompany":false,"canAddFavorite":false,"addFreelancersDropdownTitle":"Add to list","isHero":false,"isVerifiedAgency":false,"companyVisibleName":"Flor","companyId":445491,"companyHash":"e06ba977df3490fc6a6efd0b682b8aa6","ratingData":{"rating":5,"hasRating":true,"width":"width: 100.00%","noRatings":"No ratings yet","average":5,"ratingText":"5 of 5.00"},"profileVisibilityEditInitials":{"isChecked":true,"actionUrl":"https://www.workana.com/companies/profile/edit/visibility","g11n":{"toggleLabel":"Public Profile"}},"agencyEditInitials":{"isChecked":false,"actionUrl":"https://www.workana.com/companies/profile/edit/is_agency","g11n":{"toggleLabel":"Agency Profile"}},"phone":{"text":"Phone number: ","canEditPhone":false,"hasPhone":true,"number":null},"countryData":{"country":"AR","name":"Argentina","class":"flag flag-ar","url":"https://www.workana.com/en/freelancers/argentina?ref=freelancer_view","blankGif":"https://cf.wkncdn.com/static/assets/build/img/blank.4f4e80a62.gif"},"hourlyRate":{"text":"Hourly rate:","rate":"USD 16.00","isSet":true,"currency":"USD","amount":"16.00"},"mainSkill":{"isSet":true,"text":"Freelancer expert in Admin Support"},"public":true,"clarificationText":"Allowed formats:
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Un freelancer Hero ha demostrado que su talento, servicio y compromiso son excelentes. Trabajar con ellos es un placer. Leer más"},"completed":510,"hourlyRate":{"rate":100,"currency":"BRL"},"badges":[{"type":"membership_premium","profile":"worker","active":true}],"shouldShowHireMeDialog":false},"profileUrl":"https://www.workana.com/freelancer/71c360426a57037a3dd8d94faa44095c","logoUrl":"https://cf.workana.com/logos/02e25863533f2094980264841e760ce8/hy/WhatsAppImage20231221at214758_160_160.jpeg","truncatedCompanyDescription":"Sou um web designer com 13 anos de experiência. Tenho uma paixão por criar projetos únicos e inovadores, e gosto de trabalhar com clientes para criar soluções que atendam às suas necessidades. 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