Marco Cardona Customer Success Manager

Customer Success Manager

Podium

Mar 2025 - Current (1 year 7 months)

Applications Development Team Manager

TELUS International

Oct 2021 - May 2023 (1 year 8 months)

As an Applications Development Team Manager, I focused on fostering engagement and advocacy with stakeholders to drive success. Acting as a liaison between customers and our project teams, I utilized my experience in engaging leadership of a multidisciplinary software development and support team, including developers, quality analysts, and project managers. I specialized in agile frameworks and implemented a Scrumban culture to drive successful project outcomes and overcome challenges. In addition, I supported operations by developing Standard Operational Process documentation, streamlining processes and saving time for operation managers and team leaders. I also implemented documentation and reporting systems to track project deliverables

Google Workspace-Operations Team Leader

TELUS International

Sep 2019 - Oct 2021 (2 years 2 months)

Managing, coaching and leading a remote work team of 15+ rotating representatives. Directly influencing KPI attainment for the Line Of Business, contributing for Guatemala's vendor site to constantly rank top 3 in KPI overall scores. Led the DevExt/API support area, creating internal and customer facing documentation. Led the Product Insight Project for Google Workspace destined to contribute to achieving machine learning for Customer Service interface by the analysis and documentation of correct ticket classification worldwide. Automatic case classification was implemented in Salesforce CRM.

Google Workspace Subject Matter Expert

TELUS International

Sep 2018 - Sep 2019 (1 year 1 month)

• Responsible for day-to-day internal customer assistance, ensuring high levels of customer satisfaction while addressing complex hardware, software, and network issues experienced by end users.
• Conducted thorough research and documentation of root cause analysis for technical issues presented to the Google Workspace administrators and end users, acting as an intermediary in technical investigations between end users and Technical Support Engineers.
• Authored the Generalist Scope of Support and co-authored the Google Workspace Data Migration Tools, Google Chrome Browser, and Chrome Devices technical support processes.
• Key responsibilities included managing customer satisfaction, facilitating root cause analysis, an

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Project manager

Electricidad y Telefonia

Oct 2006 - Oct 2016 (10 years 1 month)

As a Project Manager, I was responsible for overseeing the planning, execution, and completion of various projects, ensuring they were delivered on time and within budget. My leadership skills enabled me to effectively manage cross-functional teams, fostering collaboration and communication to achieve project goals. I utilized my expertise in schedule planning and time management to create detailed project timelines, while also employing strategic communication to keep stakeholders informed throughout the project lifecycle. Additionally, I leveraged my management knowledge and negotiation skills to navigate challenges and drive project success. Although customer success was not a primary focus of my role, I actively managed customer relatio

Marco Cardona

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Marco Cardona

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