María Alejandra Quijada
Engagement Manager| Customer Success Manager|
CDMX
Overview
12
12
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
4
4
Languages
Work History
Engagement Manager
Zendesk
CDMX
01.2024 - Current
- Cultivated a culture of collaboration within the team, enabling seamless execution of project deliverables at each stage of the engagement process.
- Consulted with teams on established best practices and process improvements.
- Implementation of Zendesk: customer service, help center, reporting, AI
- Planning, budget and risk management. Managing teams ( up to 5)
- Provided structure and timelines for the Account team to manage the deal process effectively
- Facilitated pre- sales workshops, supporting activities such as gap analysis, customer experience review project scoping
- Consulted in implementation/rollout strategy and planning to ensure alignment with client objectives
- Utilized customer feedback to inform changes and improvements to customer success plans/ initiatives
Business Manager
Eleyeme
CDMX
03.2023 - 12.2023
- Company Overview: UX | UI and Digital Services | Mexico City, Mexico
- Detecting new opportunities, contract negotiations, business strategies to identify UX/ UI Services and Digitalization projects for current and new customers
- Working with operational teams for proper resolution of services issues
- Utilized customer feedback to inform changes and improvements to customer success plans/ initiatives
- UX | UI and Digital Services | Mexico City, Mexico
Customer Success Manager (Account Manager)
Distillery
CDMX
01.2022 - 01.2023
- Company Overview: IT Services and IT Consulting | Manhattan Beach, USA
- Oversee day-to-day customer success activities regarding Software Staffing Services for key accounts across the United States, leading a team of 5 direct reports
- Define and implement customer service processes focused on increasing sales and customer satisfaction
- Design and execute promotional strategies/initiatives with a focus on retention, driving sales and operational expansion
- Identify and implement best practices for client engagement including proactive outreach, proper protocol for omni-channel communication, departmental processes and procedures
- Partner with the Marketing team to create Case Study Nurture and develop key initiatives to drive account growth
- Collaborate with cross-functional teams (Sales, HR, Finance, Marketing, and Service Delivery) to drive detail client specifications, work instructions, and client management plan including effectively troubleshoot and resolve customer escalations and complaints
- IT Services and IT Consulting | Manhattan Beach, USA
- Achieved operational and territory expansion representing $312k USD monthly through upselling efforts and campaigns to retain and increase revenue
- Implemented new KPIS and measurement metrics for CSM department: NPS & CSAT
- Managed and operated 2 of the Top 5 most important accounts for the company
Business Development and Key Account Manager - IT
Experis
CDMX
04.2018 - 12.2021
- Company Overview: Staffing and Recruiting | Mexico City, Mexico
- Oversee end-to-end business development IT projects (Staffing, Enterprise Applications, SaaS, HR solutions, Cloud and Infrastructure) driving client acquisition, increase growth for clients, such as Cisco, Amazon, Atos across USA and LATAM (Mexico, Colombia, Argentina, Brazil)
- Attend client´s requests, inquiries, and complaints regarding the talent sourcing cycle, bidding-RFX, contracts management, onboarding, and crisis management ensuring all requisitions are covered according to established guidelines and metrics
- Drive initiatives and project management to improve the global delivery operations with a customer-centric approach, adherence to compliance protocols and meeting federal/local regulations
- Design customer satisfaction programs, identifying business opportunities and creation of loyalty and retention programs to keep our customers satisfied and mitigate churn impact
- Coordinate and deliver regional trainings regarding end-to-end process, sales and after-sales support, position approvals, talent interview process and onboarding process
- Stay updated on industry trends regarding talent attraction operations, technology, and employer branding, translating key insights into actionable plans and business proposals
- Staffing and Recruiting | Mexico City, Mexico
- Led and launched the Global Sales Academy campaign, improving capabilities when delivering services
- Successfully closed a 2-year exclusivity contract with Cisco accounting for $20M USD
- Launched Academy Platform (SaaS platform specialized in creating career paths and development courses)
- Award Top Sales Performer in 2021 and Award for selling 1st Academy project in Mexico accounting for $15k USD
Account Manager
Strategic Impact Solutions
CDMX
01.2015 - 12.2016
- Company Overview: IT Services and IT Consulting | Mexico City, Mexico
- Create and execute sales strategies for IT projects and staffing services for clients such as American Express, Zurich, Scotiabank, and AIG in Mexico
- Responsible for profitability, operation, optimization of business line with the objective of maintaining quality standards and guarantee client satisfaction
- Define and implement sales processes, CRM database management and KPI for performance measurement
- Drive sales forecasts by account, creating monthly and quarterly reporting, facilitating decision making and identify business opportunities to improve sales and revenue
- Collaborate with cross-functional teams (Customer Service, Sales, Compliance, Finance, Operations) to launch initiatives focused on client satisfaction, loyalty, and engagement
- IT Services and IT Consulting | Mexico City, Mexico
- Successfully Implemented an employee retention campaign reducing rotation in 32%
Sales Consultant
Movistar
CDMX
04.2013 - 12.2014
- Company Overview: Telecommunications | Mexico City, Mexico
- Plan, develop and strategize sales initiatives regarding telecommunications services and products (fixed and mobile connectivity services, cloud, cybersecurity, IT projects) for clients such as KFC, Alibaba, CEVA Logistics, Onest Logistics, DHL, Fiesta Americana, Hospítal Español across Mexico focused on lead generation
- Perform cold calling with potential leads, promoting new products and services according to their needs and budget
- Telecommunications | Mexico City, Mexico
- Led and closed the negotiation valued in $60K USD for the 1st Data Center in Mexico for Alibaba
- Implemented a telemetric and cloud solution for gas measurement in 21 franchises in Mexico
Education
Bachelor´s Degree - Business Creation & Development
ITESM, Tec De Monterrey
ITESM, Tec De Monterrey 08.2009 - 01.2012
International Exchange Program -
IESEG School of Management
Paris, France 08.2011 - 12.2012
Skills
- Salesforce
- Certinia
- Jira, Asana
- Microsoft Dynamics
- Google Suite
- Bullhorn
- Webex
Certification
Agility & SCRUM Certification Program, Sequal
Timeline
Engagement Manager
Zendesk
01.2024 - Current
Business Manager
Eleyeme
03.2023 - 12.2023
Customer Success Manager (Account Manager)
Distillery
01.2022 - 01.2023
Business Development and Key Account Manager - IT
Experis
04.2018 - 12.2021
Account Manager
Strategic Impact Solutions
01.2015 - 12.2016
Sales Consultant
Movistar
04.2013 - 12.2014
International Exchange Program -
IESEG School of Management
08.2011 - 12.2012
Bachelor´s Degree - Business Creation & Development
ITESM, Tec De Monterrey
08.2009 - 01.2012
Agility & SCRUM Certification Program, Sequal
Working across cultures, Manpower, 2021
Negotiation Skills, Manpower, 2021
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