David Ortiz

Senior Customer Engagement Manager

Kobalt.io

Feb 2026 - Current (9 months)

Manager of Customer Success <> Multilingual

Relay Commerce

Sep 2024 - Current (2 years 2 months)

• Manager of 2 CSS (Customer Success Specialist)
• Ensure all qualified customers see a ROI (return on investment).
• Develop and execute a customer success strategy that aligns with the company's goals and objectives.
• Collect feedback from customers on the product and work with the product team to ensure that customer needs are addressed in product development.
• Be responsible for customer retention and growth, including contract renewals and identifying opportunities for upselling and cross-selling.
• Track customer metrics such as product usage, engagement, and satisfaction to ensure your book of business is optimally managed.
• Ensure that customer data is accurate, up-to-date, and securely managed.

Manager of Customer Success

Relay Commerce

Aug 2024 - Feb 2026 (1 year 7 months)

-Managed a team of 6 Customer Success Managers (CSMs) in a fast-paced startup environment, providing coaching, performance oversight, and strategic guidance across all accounts. -Led the implementation of HubSpot across Sales, Marketing, and Service applications, optimizing workflows, CRM adoption, and pipeline visibility for all business units within Relay. -Developed and executed customer success strategies, focusing on ROI, account retention, and expansion across multiple Lines of Business (LOBs). -Oversaw quarterly pipeline renewals, achieving $250K in pipeline with $150K successfully closed, while ensuring consistent account health and satisfaction. -Drove upsell and cross-sell initiatives across LOBs, achieving consolidated sales of $

Customer Success Manager (Spanish, English and Portuguese)

Invicti

Nov 2023 - Aug 2024 (10 months)

Client Portfolio Management and Strategic Account Ownership: Managed a select portfolio from SMB to of high-value, strategic accounts across Europe, Africa, and Asia, developing and executing comprehensive success plans tailored to each client’s business goals. Focused on long-term growth, retention, and maximizing customer ROI through proactive engagement and cross-functional collaboration. Multilingual Communication: Provided customer service and support in Spanish, English, Portuguese, and French, addressing the linguistic needs of a global client base. Onboarding and Training: Guided new clients through onboarding, delivering training on Invicti’s products to ensure effective adoption and usage. Renewals and Upselling: Managed subscript

Senior Marketing Manager

Committed Staff.AI

Nov 2023 - Feb 2024 (4 months)

A Senior Marketing Manager orchestrates comprehensive marketing strategies, overseeing brand development, lead generation, and client acquisition. They leverage market research to drive data-informed decisions, craft compelling content and campaigns, and analyse performance metrics to optimize ROI. In a leadership role, they collaborate cross-functionally, guiding teams to align marketing initiatives with overall company objectives. Key Responsibilities: Inbound Marketing Strategies: Spearheaded the development of innovative inbound marketing strategies to attract American companies seeking Latin American talent. Leveraged SEO, content marketing, and social media tactics to increase visibility and engagement. Brand Positioning and Developme

Customer Success Manager SMB

Invicti

Aug 2023 - Jul 2024 (1 year)

-Managed a strategic portfolio of 360+ SMB clients across Europe, Africa, and Asia, owning the full customer lifecycle from onboarding to renewal and expansion. -Developed and executed custom success plans aligned with each client’s business goals, focusing on long-term growth, retention, and ROI maximization. -Led onboarding and training sessions, ensuring effective adoption and usage of Invicti products, and facilitating workshops to improve client product knowledge. -Oversaw quarterly renewals pipeline up to $400,000, consistently achieving 90%+ renewal rate and 100%+ goal attainment every month; negotiated multi-year contracts and optimized offers, achieving a record quarterly renewal of $600,000 (Quarterly recognized globally by leader

C

Consultor Inbound / Proyect manager / Mentor / (Spanish, English and Portuguese speaking)

May 2023 - Nov 2023 (7 months)

As an Inbound Consultant, Project Manager, and Mentor at "Black&Orange" agency, I excel in executing diverse projects with a strategic, technical, and managerial approach. My core focus lies in implementing sales processes, SEO strategies, web design, and various solutions through the HubSpot platform. Key Highlights: Inbound Expertise: I drive lead generation and customer retention through Inbound strategies. My data-driven approach optimizes campaign effectiveness, and I provide clients with digital marketing guidance and insights. Project Management: I lead projects across various domains, ensuring they are delivered on time, within scope, and budget. My meticulous project management skills have contributed to client satisfaction. Mentor

Enterprise Customer Success Manager

HubSpot

Nov 2021 - Jul 2023 (1 year 9 months)

-The Premier Services team at HubSpot partners with enterprise customers to drive measurable growth through strategic engagement, business consulting, and long-term value realization. -As an Enterprise Customer Success Manager supporting HubSpot’s Premier and Enterprise accounts, I manage a high-touch Book of Business of 30–50 strategic customers, representing $1M–$6M+ in annual recurring revenue (ARR). I build deep executive-level relationships and act as a trusted advisor, guiding customers in aligning HubSpot’s platform with their business objectives, revenue goals, and operational maturity. -In this role, I lead end-to-end customer success initiatives, including enterprise onboarding, advanced implementation support, ongoing campaign an

Customer Success - Inbound Consultant & Customer Onboarding Specialist Trilingual.

HubSpot

Nov 2021 - May 2023 (1 year 7 months)

The Premier Services team at HubSpot works with our customers to help them see extraordinary growth through ongoing engagement, business consulting and delight. As an Inbound Consultant working with HubSpot's Premier Accounts, I will develop deep relationships with customers and serve as a trusted advisor as I guide them in executing their campaigns and strategy. In this role, I'll will deliver HubSpot software training, implementation support, guide their ongoing campaign-based strategy, and delivering strategic reports. -Working with recurring and one-time outcome focused services packages providing strategic advice as well as help to plan and build marketing campaigns. (My scope of support is all the American Continent and in Spanish, En

Sales Training Specialist

Sutherland

Mar 2021 - Nov 2021 (9 months)

-Promoted internally from Sales Consultant to Sales Training Specialist, leading the training, coaching, and onboarding of up to 25 new Sales Consultants per cohort in the Brazilian market. -Designed and delivered structured training programs covering consultative selling, product knowledge (web hosting, VPS, cloud solutions, domains, SSL), pipeline management, CRM best practices, and objection handling. -Monitored trainee performance during the training and 4-week transition period, with a post-training sales goal of $2,000 per agent to qualify for graduation. -Achieved 100% graduation rate across 5 training classes, successfully overperforming against post-training sales targets while ensuring trainee readiness for full operations. -Manag

S

Trilingual Training Specialist

Sutherland Global Service Limited

Mar 2021 - Oct 2021 (8 months)

As a trilingual trainer I’m fully capable of providing facilitation in Spanish, English and Portuguese for new hire consultants for the inbound sales and technical support, chat support and outbound sales. Developing digital and print educational material for new hire classes and operations, Organizing classroom-style layouts for the work at home methodology using Adobe connect, Conducting role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management) Conducting role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management), Identify individual and team skills gaps, Schedule regular training sessions (e.g. monthly or quarterly), Ensure new hires take

Sales Consultant

Sutherland

Dec 2020 - Mar 2021 (4 months)

-Drove new business growth by selling web hosting, cloud hosting, VPS, and domain solutions to SMB and mid-market customers across the Brazilian market. -Consistently exceeded sales targets and performance KPIs, achieving 100%+ quota attainment through consultative selling and needs-based discovery. -Conducted inbound and outbound sales conversations to understand customer requirements related to website performance, scalability, security, uptime, and cost optimization. -Advised prospects on the most suitable hosting solutions, including shared hosting, VPS, dedicated servers, SSL certificates, backups, and CDN services. -Delivered end-to-end sales cycles, from lead qualification and solution recommendation to closing and post-sale handoff.

S

Inbound Portuguese sales and advanced tech support consultant

Sutherland Global Service Limited

Dec 2020 - Mar 2021 (4 months)

Providing Tier 1 advanced tech support (Hosting / Cpanel / Wordpress / Plesk / VPS / Website Builder , SSL, Email, Office 365, VPS, web design, DNS, domains, resellers, API, etc) and sales for the Portuguese (Portugal) and Brazilian market to the biggest web hosting services provider known as GoDaddy. Processing new sales leads. Managing the correspondence between the sales team and their clients. Monitoring customer accounts. Providing data and reports to help the sales team. Keeping track of sales targets. Answering phone calls fully in Portuguese and if needed chatting in English with Tier 2 advanced tech support. Scheduling interviews when selling special hosting products. As a Portuguese consultant, since we were not able to transfer c

C

Coach

Apr 2020 - Nov 2020 (8 months)

A healthcare business contacts a healthcare consultant and identifies the problem they wish to have fixed. The healthcare consultant then does some preliminary research and examines the existing data available related to the problem. This can involve analyzing employment numbers, revenue, and interviewing various employees and managers. With that information, a healthcare consultant can find methods of saving money or improving work efficiency. After all their research is completed, healthcare consultants submit a report in writing to the client. Additionally, an oral meeting may occur between the client and the healthcare consultant where the findings are discussed openly between the two. Afterward, a customer can hire the healthcare consu

S

Customer Loyalty Consultant

Sutherland Global Service Limited

Feb 2019 - Apr 2020 (1 year 3 months)

The client I was working with was at&t postpaid. When a customer wants to get rid of a company’s service or otherwise has a complaint, as a customer retention specialist, it will be provided via chat or phone call. This includes promoting the benefits of the service, getting feedback, addressing customers’ problems and offering alternatives to canceling the service. For example, as a customer retention specialist we may offer a discount or a month of free service to a customer who wants to cancel due to the service’s cost. Also part of the job duties and responsibilities is upselling, and sharing with customers willing to cancel available loyalty save offers in which they can take advantage off. Providing support via chat, Inbound-outbound

Senior Quality Assurance Specialist

IGT Solutions

Jun 2018 - Dec 2018 (7 months)

The client that I was working with was an online travel agency called Priceline.com. In charge of 2 LOBs one of them was a back office which required in some occasions outbound calling to customers and airlines. Successfully passed the 3 months trial period in which I had to be certified as an official Quality Analyst and coaching expert meeting the clients standards when delivering coaching and disciplinary actions to agents assigned (About 30 agents on my behalf per month). Agents follow up when a disciplinary action has to be posted identifying if it’s aware of the impacts of bad behaviors and if those may happen again in the future. Live floor

S

Advanced Technical Support

Sutherland Global Service Limited

Nov 2017 - Jun 2018 (8 months)

The client I was working for is Google (Support was given using Sales-force CRM, also lead generation and qualification for upselling and nurturing prospects), providing advanced technical support to companies around the world using the business platform called G Suite, working as an advanced generalist tech providing support to Email, Drive, Calendars, Google hosting/domains migrations and billing. Take ownership of client’s technical issues over multiple days, allowing the client to continue to talk to the same Sutherland Technical Support tech throughout the entire issue resolution -Identify and solve the issue using a variety of methods including, web interface, telephone, email and chat conversations - Provide Business to Business (B2B

Financial Sales Representative

Sitel Group

Aug 2017 - Nov 2017 (4 months)

Attracts potential customers by answering product and service questions; suggesting information about other products and services - Opens customer accounts by recording account information - Maintains customer records by updating account information - Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution - Maintains financial accounts by processing customer adjustments. Recommends potential products or services to management by collecting customer information and analyzing customer needs.Prepares product or service reports by collecting and analyz

Sales Quality Analyst (BDRs)

Concentrix

Sep 2016 - Nov 2020 (4 years 3 months)

-Evaluated the quality and effectiveness of BDR/SDR outbound and inbound activities, including calls, emails, and LinkedIn outreach, ensuring alignment with sales standards and messaging frameworks. -Reviewed and scored discovery calls and meeting bookings, focusing on qualification quality, customer intent, and readiness before handoff to Account Executives. -Analyzed booking performance and conversion metrics, supporting an average target of ~80 bookings per quarter, while identifying patterns behind consistent over-attainment (100%+ quota). -Conducted deep analysis of record performance periods, including a peak month of 35 qualified bookings, to identify best practices and replicate success across the team. -Partnered closely with Accou

Senior Quality Assurance Specialist / POC Quality Supervisor

Convergys

Apr 2015 - Aug 2017 (2 years 5 months)

Monitors and evaluates a sampling of inbound and/or outbound calls and other contact methods including chat and email. -Reports results of evaluations to appropriate Quality/Operations stakeholders (Quality Leadership, Operations, and -----Account Management). -Provides feedback and identifies staff training and developmental needs. -Facilitates and/or participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, -Program Management and clients to ensure scoring consistency and best practices. -Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and -efficiencies) designed to improve overall call quality and recommend changes. -Maintains b

B2B Business Development Representative

Concentrix

Jul 2014 - Sep 2017 (3 years 3 months)

-Generated and qualified high-volume inbound and outbound leads to create sales opportunities within assigned territory, consistently achieving and exceeding activity and pipeline targets. -Initiated outbound calls and follow-ups based on marketing campaigns, website inquiries, events, and webinars to assess prospect interest and advance sales conversations. -Delivered clear, knowledgeable product and services explanations, addressing prospect questions and identifying business needs to drive engagement. -Researched and analyzed prospective companies, gathering detailed information on financials, headcount, culture, and brand, and built targeted account plans for strategic prospecting. -Maintained consistent follow-up via phone, email, and

Sales Associate

Convergys

Jul 2014 - Apr 2015 (10 months)

Handle questions via phone addressing billing, upgrades or troubleshooting issues for telecommunications, cable and technology clients. -Reporting/escalating issues through the appropriate channels. -Effectively communicate (verbal & written) information with his/her team members & customers alike. -Strive to meet the highest level of customer satisfaction by resolving customers' issues in a professional & timely manner. -Multitasking through multiple systems while interacting with customers. -Additional responsibility as business needs dictate Show less

About

Detail

Timeline

Résumé

David Ortiz

About

Detail

Behavioral traits