Juan Manuel Martínez Quesada
Head Of Customer Success
Ciudad de México,CMX
Summary
Proven international leader with advanced communication and interpersonal skills. Adept at creating and managing highly functioning teams, fostering collaboration, and driving team performance to achieve organizational goals. Experienced in navigating diverse cultural environments and leading cross-functional teams to deliver exceptional results. Passionate about cultivating a positive work culture that promotes innovation and growth.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Infrastructure Architect
Grupo Restaurantero Cantera
01.2025 - Current
- Designed and deployed the company’s IT infrastructure from the ground up, including physical racks, cabling, and secure server configuration.
- Procured hardware and deployed three Proxmox-based hypervisors to run virtualized services across the organization.
- Built the entire network architecture, including VLAN segmentation, firewall rules, and secure remote access via self-hosted VPN.
- Implemented a centralized authentication system using Authentik for secure Single Sign-On (SSO) across all internal services.
- Deployed and hardened a private Synapse (Matrix) instance to enable secure internal communication, including VoIP and messaging.
- Designed and deployed multiple production services using containerization (Docker).
- Integrated Cloudflare Tunnel and DNS automation for secure, remote access without exposing ports or relying on public IPs.
- Established robust monitoring, backups, and disaster recovery protocols to ensure high availability and operational resilience.
Head of Customer Support
Nitrado
03.2024 - Current
- Built an entire set of automations to improve ticket handling reducing answer times by 35%.
- Streamlined documentation and SOPs to ensure compliance and quick effective problem resolution.
- Developed and implemented a Learning Management System which improved the team's effectiveness and reduced training times.
- Streamlined OKRs and KPIs for my Team Leads and their respective teams.
Customer Support Team Lead
Nitrado
03.2020 - 06.2024
- Built a team of 40 Customer Care representatives from scratch, developed the training material, and deployed training schedules and routines.
- Analyzed performance metrics to identify areas for improvement and develop action plans accordingly.
- Mentored new hires for seamless integration into the customer support team.
Partner Account Manager
Nitrado
08.2017 - 03.2020
- Built partner presence within Latin America from the ground up. Ended my tenure with over 100 partners.
- Conducted quarterly business reviews with partners, assessing performance and aligning on future strategies.
- Provided product training for partner sales teams, ensuring they were well-equipped to sell our offerings effectively.
Customer Success Manager
Nitrado
06.2017 - 10.2017
- Managed high call volume while maintaining exceptional service quality for all customers.
- Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
Producer
Area Blanca
07.2016 - 06.2017
- Presented production ideas and determined creative scenarios for production and delivery.
- Oversaw post-production processes, including video editing and sound mixing, to ensure a polished final product.
- Developed schedules for production, editing, and duplication for timely delivery.
- Conducted thorough pre-production planning sessions, ensuring all stakeholders were aligned on project objectives and timelines.
Education
M.D. - Medicine
Universidad Nacional Autonoma De Mexico
Mexico City, Mexico 05.2008 - 01.2015
Bachelor of Science - Computer Engineering
UTEL
Mexico City, Mexico 05.2001 -
MBA -
ITAM
Mexico City, Mexico 05.2001 -
Skills
Strategic Planning
undefinedHobbies
- Homelab Architecture & Linux Tinkering: Managing virtualized infrastructure with Proxmox, Docker; customizing Arch Linux environments.
- PC Building: Assembling high-performance desktops and experimenting with cooling, storage, and GPU configurations.
- 3D Printing: Designing and printing laryngoscopes and other medical devices for doctors located in poor areas.
Timeline
Infrastructure Architect
Grupo Restaurantero Cantera
01.2025 - Current
Head of Customer Support
Nitrado
03.2024 - Current
Customer Support Team Lead
Nitrado
03.2020 - 06.2024
Partner Account Manager
Nitrado
08.2017 - 03.2020
Customer Success Manager
Nitrado
06.2017 - 10.2017
Producer
Area Blanca
07.2016 - 06.2017
M.D. - Medicine
Universidad Nacional Autonoma De Mexico
05.2008 - 01.2015
Bachelor of Science - Computer Engineering
UTEL
05.2001 -
MBA -
ITAM
05.2001 -
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