Summary
Overview
Work History
Education
Skills
Timeline
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Carlo Mateos

Mexico City

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.


Professional in customer success with robust experience in driving client satisfaction and retention. Skilled in relationship building, problem-solving, and delivering tailored solutions. Strong focus on team collaboration, adaptability, and achieving results. Known for reliability, effective communication, and strategic thinking.

Overview

13
13
years of professional experience
6
6
years of post-secondary education

Work History

Customer Success Manager

Forcepoint
Mexico City
10.2021 - Current
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
  • Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
  • Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support.
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Coordinated with internal teams to provide prompt support and address client needs efficiently.
  • Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
  • Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
  • Facilitated successful renewals through diligent relationship management and proactive issue resolution.
  • Utilized customer feedback to inform changes and improvements to customer success plans.

Sr Program Manager

Acelium
Boston
09.2016 - 03.2021
  • Managed cross-functional teams to deliver high-quality products within scope and budget constraints.
  • Facilitated stakeholder communication, leading to improved alignment between business objectives and program goals.
  • Led process improvement initiatives by conducting thorough analyses of existing workflows, identifying bottlenecks and redundancies that hindered progress toward established targets.
  • Conducted risk assessments to identify potential issues early in the project lifecycle, mitigating potential delays or setbacks.
  • Tracked and reported program results to customers and stakeholders to facilitate change management activities.

Information Security Manager

Dakar IT Intelligence
Mexico City
01.2015 - 04.2016
  • Managed risk assessments to evaluate the organization''s exposure to information security threats.
  • Developed incident response plans, enabling quick containment and recovery from cyber attacks.
  • Conducted penetration tests regularly to identify vulnerabilities before they could be exploited by malicious actors.
  • Analyzed trends in cyber threats to develop proactive countermeasures against emerging attack vectors.
  • Analyzed network security and current infrastructure, assessing areas in need of improvement.
  • Excellent communication skills, both verbal and written.
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.

Data Protection Engineer

BURO MC
Mexico City
07.2012 - 08.2013
  • Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
  • Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines.
  • Developed positive working relationships with stakeholders to effectively coordinate work activities.
  • Presented technical findings to stakeholders, ensuring clear understanding of project status and goals.
  • Provided input to team lead regarding areas for process and procedural improvement.
  • Wrote, reviewed and edited technical document in accordance with template requirements.
  • Evaluated vendor proposals for equipment procurement, selecting optimal solutions based on performance requirements.
  • Reduced project completion time with efficient resource allocation and effective communication strategies.
  • Collaborated on interdisciplinary teams to develop creative, cost-effective solutions for complex projects.
  • Supported junior engineers through mentorship, offering guidance on complex problem-solving and technical skills development.

Education

Master of Science - Computer Science

University of Edinburgh
Edinburgh, United Kingdom
08.2013 - 11.2014

Bachelor of Science - Computer And Information Systems

Universidad Del Valle De Mexico
Mexico City
07.2008 - 12.2012

Skills

  • Vulnerability analysis

  • Penetration Testing

  • Network Configuration and Support

  • VMWare Experience

Customer relationship building

Customer service

Customer retention

Customer account management

Strategic planning

Strategic communications

Training and mentoring

Revenue growth

Customer advocacy

Account management

Training programs

Inter-department collaboration

Key accounts development

Customer onboarding

Computer skills

Customer relationship management

Analytical thinking

Timeline

Customer Success Manager

Forcepoint
10.2021 - Current

Sr Program Manager

Acelium
09.2016 - 03.2021

Information Security Manager

Dakar IT Intelligence
01.2015 - 04.2016

Master of Science - Computer Science

University of Edinburgh
08.2013 - 11.2014

Data Protection Engineer

BURO MC
07.2012 - 08.2013

Bachelor of Science - Computer And Information Systems

Universidad Del Valle De Mexico
07.2008 - 12.2012

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Carlo Mateos