Rogelio Riveros

Customer Success Manager - Core Cloud

Salesforce

Jul 2024 - Current (2 years 1 month)

Salesforce, Inc. is an American cloud-based software company headquartered in San Francisco, California. It provides customer relationship management software and applications focused on sales, customer service, marketing automation, e-commerce, analytics, and application development.

A

Account Director - LATAM

Oct 2023 - Dec 2023 (3 months)

Insider—one platform for individualized, cross-channel experiences—enables enterprise marketers to connect customer data across channels and systems, predict their future behavior with an AI intent engine and individualize customer experiences. Marketers use Insider’s platform to deliver experiences across channels like Web, App, Web Push, Email, SMS, and Messaging Apps (WhatsApp, Facebook Messenger, RCS).

Global Strategic Customer Success Manager, Global Strategic Accounts

Braze

Jun 2022 - Sep 2023 (1 year 4 months)

Braze (Nasdaq: BRZE) is a leading comprehensive customer engagement platform that powers interactions between consumers and brands they love. With Braze, global brands can ingest and process customer data in real time, orchestrate and optimize contextually relevant, cross-channel marketing campaigns and continuously evolve their customer engagement strategies. Braze has been recognized as one of Fortune’s 2021 Best Workplaces in New York, Fortune’s 2021 Best Workplace for Millennials, and 2021 UK Best Workplaces for Women by Great Place to Work. The company is headquartered in New York with offices in Austin, Berlin, Chicago, London, San Francisco, Singapore, and Tokyo. Learn more at braze.com.

Customer Success Manager - Strategic LATAM

Sprout Social, Inc.

Apr 2021 - Jun 2022 (1 year 3 months)

Sprout Social offers deep social media listening and analytics, social management, customer care and advocacy solutions to more than 25,000 brands and agencies worldwide. Sprout’s unified platform integrates the power of social throughout every aspect of a business and enables social leaders at every level to extract valuable data and insights that drive their business forward. Headquartered in Chicago, Sprout operates across major networks, including Twitter, Facebook, Instagram, Pinterest, YouTube, Reddit, Google MyBusiness, Tripadvisor, Glassdoor and LinkedIn.

Customer Success Manager - Enterprise/Mid Markets/Mexico

Indeed.com

Jan 2019 - Apr 2021 (2 years 4 months)

- Managed enterprise accounts to optimize campaigns and achieve strategic targets, overachieving quota for the Mexico team - Used data analytics to enhance client ROI, conducting on-site and virtual QBRs and EBRs - Achieved a 60% increase in account renewals by leveraging data insights to optimize product usage and performance - Provided expert advice to optimize product usage, enhancing client satisfaction and retention - Increased revenue by $500K through effective upsell strategies and proactive client engagement - Oversaw, assisted, and handled all commercial, technical, and operational elements of the contract, including negotiations with major stakeholders. These range from straightforward, single-country subscription-based transactio

A

Associate (Professional Services Firms / International)

Jan 2017 - Jan 2019 (2 years 1 month)

-Managed relationships, and negotiated project rates with former C-suite executives, academics, former public sector leaders and other top professionals from Latin America to accommodate client's needs (McKinsey, BCG, Bain) -Partnered with Finance, Compliance, and Product teams as required to understand the needs of the business, and improved user-facing systems for our consultants -Creatively identified ways to streamline processes and recognize areas of improvement leading to revenue opportunities for the company -Developed an in-depth understanding of GLG’s compliance framework becoming a subject matter expert -Addressed renewal cycles with consulting firms (McKinsey, BCG, Bain) regarding their relationship with Gerson Lehrman Group -Tra

M

Manager Client Services

Aug 2016 - Nov 2016 (4 months)

- Built and maintained relationships with my book of clients to ensure customer satisfaction - Produced and delivered quality presentations to executives to showcase customer growth and market trends - Managed client expectations aggressively, maintained high client retention through quarterly client visits - Managed a team of 4 recruiters to ensure my client's goals were met by providing the best service as well as the best ROI

Client Services (Commercial Fleets)

Progressive Insurance

Oct 2014 - Jul 2016 (1 year 10 months)

- Serviced a book of strategic accounts with premiums starting at $200K (Fleets, Logistic Companies) by resolving complex billing analysis, handling escalations, and preventing churn - Achieved consistent renewals and upsells through effective client management and engagement

I

Internship

Feb 2012 - Sep 2012 (8 months)

• Coordinated, communicated, and edited 30 press releases • Created successful marketing strategies for 20 local businesses • Designed several brochures, logos, and flyers, by implementing my knowledge in Adobe Suite programs

About

Detail

Timeline

Résumé