Hugo Vaquera

Operations:

• Directed global operations across LATAM, US, and Europe with full P&L accountability.
• Grew headcount from
• Maintained 0% bench through predictive staffing dashboards.
• Improved utilization by +50% without new clients (through resource allocation optimization).
• Implemented capacity planning models forecasting 3+ weeks ahead.
• Integrated Harvest, Jira, and QuickBooks for real-time operational reporting.
• Automated financial reconciliation and alerts for at-risk projects.
• Designed operational guardrails to minimize risk without adding bureaucracy.
• Managed vendor contracts across LATAM and US, negotiating better SLAs.
• Presented operational performance weekly to CEO/Board.
  

Customer Success:

• Maintained 90%+ CSAT across all client accounts.
• Established Quarterly Business Reviews (QBRs) for strategic clients.
• Created renewal playbooks that increased NRR (Net Revenue Retention).
• Implemented churn prediction using AI models and client health scoring.
• Collaborated with sales/CS to ensure staffing aligned with renewals.
• Introduced proactive surveys (NPS, eNPS) to measure client satisfaction.
• Structured customer onboarding for SMB and enterprise platforms.
• Partnered with clients to co-design product roadmaps → 25% upsell growth.
• Maintained executive stakeholder relationships, reducing escalations.
• Kept churn

Delivery:

• Scaled delivery to 25+ SMB products and 5+ enterprise platforms.
• Achieved 100% on-time, on-budget delivery over 3 years.
• Established predictive staffing → 92% of projects staffed ≥2 weeks ahead.
• Introduced Jira dashboards for sprint velocity and delivery KPIs.
• Defined and enforced SLAs across all delivery pods.
• Embedded Agile and Scrum best practices company-wide.
• Reduced firefighting by implementing risk dashboards and pre-mortems.
• Drove delivery governance by mentoring 15+ PMs.
• Rolled out process automation to shorten delivery cycles by 20%.
• Coordinated cross-pod alignment for multi-region projects.

Technical

• Designed AI-enabled dashboards combining Jira, Harvest, QuickBooks.
• Created churn prediction models using client historical data.
• Directed tooling transitions without disrupting culture.
• Advocated for AI adoption across delivery, customer success and perations.
• Ensured DevOps practices for CI/CD in delivery pipelines.
• Built capacity dashboards forecasting 3–6 months out.
• Maintained governance for data privacy and compliance (GDPR, HIPAA).

Operations

• Owned P&L for the engineering business unit; accountable for ARR growth.
• Directed budget planning, financial forecasting, and profitability per client/project.
• Implemented utilization dashboards to reduce idle time by 35%.
• Coordinated resourcing across 200+ engineers globally.
• Designed and enforced guardrails for delivery governance.
• Partnered with executive leadership on strategic operational scaling.
• Led risk management to prevent overrun in high-stakes projects.
• Automated KPI reporting (margin, velocity, CSAT).
• Integrated finance systems with Jira/Harvest for operational intelligence.
• Collaborated with CFO on quarterly financial reconciliations.
  
  Customer Success
• Partnered with Sales to close 25–30 deals/month.
• Implemented renewal health scoring → +15% retention YoY.
• Conducted executive QBRs with top 10 enterprise accounts.
• Introduced proactive client onboarding playbooks.
• Set up churn prediction signals based on product adoption.
• Created escalation protocols that reduced churn events by 20%.
• Advocated for clients internally to push roadmap priorities.
• Kept client NPS consistently above 50.
• Designed KPIs for CSAT → embedded into CSM scorecards.
• Supported sales with technical input to accelerate renewals.
  
  Delivery
• Directed delivery of 15+ Toptal core products (Sales Platform, Talent Portals).
• Mentored and guided PMs and tech leads on Agile best practices.
• Created delivery pods specialized by industry (finance, health, SaaS).
• Drove 100% on-time launches of flagship client-facing platforms.
• Standardized SLAs across all pods.
• Introduced retrospective-driven process improvements.
• Achieved 85%+ billable utilization across the engineering unit.
• Established predictive staffing pipelines to resource projects ahead of time.
• Defined sprint velocity baselines for accurate delivery forecasting.
• Reduced cycle time by 20% via workflow automation.
  
  Technical
• Led engineering delivery for portals, onboarding, and sales matching.
• Championed CI/CD adoption across teams.
• Advocated for AI/ML experiments in matching algorithms.
• Oversaw architecture reviews for scalable SaaS components.
• Ensured compliance/security standards (GDPR, SOC2).
• Partnered with Product to align roadmaps with tech capabilities.
• Introduced coding standards and best practices documentation.
• Directed automation testing frameworks.
• Supervised incident and change management workflows.
• Guided engineers on optimizing cloud environments (AWS/Azure).

Operations

• Managed LATAM’s largest Microsoft accounts (Walmart, PEMEX, CEMEX, SAT).
• Owned budget management across cloud, services, and hardware.
• Directed billable time/expense reporting for accuracy.
• Introduced risk registers for client projects.
• Implemented SLA compliance dashboards.
• Designed escalation protocols reducing downtime in critical accounts.
• Coordinated multi-country delivery teams.
• Supported regional CFO with cost optimization.
• Prepared quarterly financial summaries for leadership.
• Oversaw vendor relationships for LATAM accounts.
  
  Customer Success
• Negotiated multi-year renewals with top enterprise clients.
• Conducted high-level QBRs with C-level executives.
• Designed and rolled out CSAT/NPS measurement system.
• Built client success frameworks → reduced churn by 15%.
• Aligned client business goals with product adoption roadmaps.
• Established proactive support → fewer escalations.
• Managed relationships with Fortune 500 execs.
• Ensured client adoption of new SaaS and Azure solutions.
• Partnered with sales to drive upsells/extensions.
• Advocated for customers internally (roadmap alignment).
  
  Delivery
• Led delivery teams for strategic digital transformation accounts.
• Embedded Agile delivery practices into enterprise engagements.
• Coordinated incident and change management.
• Defined operational SLAs and monitored compliance.
• Oversaw >10 concurrent enterprise projects.
• Created delivery playbooks for regional rollout.
• Achieved 95% SLA compliance across accounts.
• Mentored PMs and technical leads on delivery governance.
• Ran retrospectives with clients to refine processes.
• Enabled predictable staffing by aligning to sales forecasts.
  
  Technical
• Directed software engineering services teams.
• Oversaw development of integrations for Fortune 500 clients.
• Established coding and DevOps standards.
• Coordinated global engineers across LATAM/US.
• Managed risk analysis of tech implementations.
• Led CI/CD pipeline deployment for enterprise projects.
• Advocated for cloud-first transformations.
• Defined SLAs/OLAs for technical delivery.
• Monitored performance KPIs for infrastructure.
• Collaborated with client CTOs on architecture strategy.

Operations

• Owned Cemex Go SaaS delivery operations across LATAM.
• Defined and monitored KPI metrics → adoption, delivery velocity.
• Automated SAP processes → 45% faster processing times.
• Directed daily/weekly cross-functional syncs with leadership.
• Coordinated cloud projects and budgets.
• Implemented DRP/high-availability architecture governance.
• Reduced resource waste via capacity planning.
• Oversaw vendor SLAs and contract compliance.
• Reported operational metrics weekly to CEMEX leadership.
• Initiated continuous improvement cycles for IT processes.
  
  Customer Success
• Ensured Cemex Go adoption across multiple regions.
• Defined adoption metrics → trained regional managers.
• Partnered with sales on client onboarding and rollout.
• Created escalation frameworks → improved retention.
• Embedded feedback loops into Cemex Go roadmap.
• Reduced churn risk via proactive engagement.
• Improved client NPS via onboarding workshops.
• Established metrics to measure training effectiveness.
• Served as primary escalation point for enterprise clients.
• Advocated for customer needs into product improvements.
  
  Delivery
• Managed Cemex Go global rollout, overseeing multiple squads.
• Directed a team of 5 engineers for DB and integration.
• Coordinated 10+ simultaneous delivery initiatives.
• Implemented Agile ceremonies → sprint predictability improved.
• Created delivery dashboards with velocity and risk tracking.
• Standardized delivery playbooks across LATAM.
• Delivered projects on budget despite cross-region complexity.
• Reduced defects by 30% via improved QA governance.
• Partnered with product teams to accelerate roadmap.
• Implemented post-mortems to refine delivery practices.
  
  Technical
• Oversaw SQL architecture for Cemex Go.
• Implemented performance tuning and monitoring.
• Introduced automation for SAP → major time savings.
• Managed 3rd-level support for cloud apps.
• Designed high-availability systems for Cemex Go.
• Led DRP architecture to ensure continuity.
• Collaborated with engineers to optimize integration pipelines.
• Ensured compliance with ITIL and internal standards.
• Deployed automation for system alerts.
• Reduced downtime via proactive monitoring.

Operations

• Coordinated global team of 10 DB consultants.
• Owned incident, risk, and problem management processes.
• Ensured SLA adherence across SaaS DB projects.
• Prepared financial forecasts for client SaaS deployments.
• Partnered with project managers on cost tracking.
• Implemented dashboards for utilization and SLA compliance.
• Supported quarterly reviews with global clients.
• Conducted RCA/postmortem reviews for major incidents.
• Coordinated with finance on billing accuracy.
• Developed playbooks for SaaS operations.
  
  Customer Success
• Owned onboarding and adoption metrics for SaaS DB clients.
• Provided client training and technical enablement.
• Reduced churn risk with proactive incident communication.
• Monitored client health via usage/adoption reporting.
• Advocated for client needs into SAP product teams.
• Supported renewals by demonstrating ROI of SaaS DB solutions.
• Created knowledge base for global customer teams.
• Drove satisfaction scores up by reducing downtime.
• Conducted quarterly customer reviews.
• Ensured SLAs were transparent and predictable.
  
  Delivery
• Oversaw SaaS DB project implementations worldwide.
• Coordinated cross-region project delivery.
• Established incident and change management playbooks.
• Improved project predictability via risk logs.
• Reduced time-to-deliver via automation.
• Partnered with PMs to align scope and capacity.
• Mentored engineers on project execution.
• Implemented Agile-lite methodologies for client delivery.
• Ensured 100% compliance with ITIL.
• Directed deployments and upgrades for global SaaS systems.
  
  Technical
• Administered, supported, and monitored mission-critical DBs.
• Designed and implemented new SaaS DB environments.
• Managed system security and compliance.
• Built automation for deployment and decommissioning.
• Applied performance tuning techniques for optimization.
• Coordinated multi-cloud deployments.
• Implemented monitoring tools for proactive support.
• Supported RCA and incident response technically.
• Designed database models for scalability.
• Collaborated with engineers for system patching/upgrades.

• Delivered end-to-end database administration and infrastructure support for enterprise clients, ensuring high availability and performance.
• Partnered with project managers on capacity planning, budgeting, and forecasting for large-scale IT initiatives.
• Supported full project life cycle delivery from requirements gathering through deployment, strengthening cross-team coordination skills.
• Provided risk management and incident response, including root cause analysis and post-mortems, building a foundation for future operational leadership.

• Coordinated IT infrastructure upgrades and software rollouts to meet regulatory and operational requirements.
• Managed vendor relationships and contract deliverables to ensure on-time, on-budget execution.
• Developed KPI dashboards for monitoring IT service levels and project progress, laying the groundwork for data-driven decision-making.
• Oversaw team scheduling and resource allocation, introducing efficiencies that improved project delivery timelines.

• Led a multi-site service desk team supporting thousands of internal users across LATAM, ensuring 24/7 operational continuity.
• Created a knowledge base and process documentation that reduced incident resolution times by over 20%.
• Coordinated with finance and operations teams to forecast hardware/software needs, and manage procurement budgets.
• Implemented incident management workflows that increased SLA compliance and client satisfaction.