Richard Gamboa

Richard Gamboa  new_releases

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Head of Customer Success Manager
Colombia
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Starting at USD9k/month
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Résumé

Jobs verified_user 13% verified
  • Teradata
    Customer Success Director
    Teradata
    Jan 2024 - Current (2 years 10 months)
    • Responsible for the cross-geography/team alignment, development, training and deployment of best practices.
    • Drives strategy for Customer Success to enable a team to focus on growing adoption of Teradata capabilities, increase customer satisfaction, and secure renewals.
    • Lead and mentor a team of Customer Success Managers
    • Accountable for the recruitment, hiring and on-boarding of high caliber talent who are passionate about developing customer relationships while shaping and supporting Teradata’s transformation.
    • Developing and implementing Customer Success across multiple delivery channels, including high-touch, virtual, and digital.
    • Develop strong working relationships across internal functions, to includ
  • E
    Senior Fellow - Americas Chief Sales Officer
    ENE Especialistas en Soluciones IT
    Jan 2023 - Jan 2024 (1 year 1 month)
    Responsible for the adoption and monitoring of digital transformation processes by the hand of a flexible, disruptive and current technology in the Latin American region and Florida, United States.
  • Hewlett Packard Enterprise
    Head of Customer Success
    Hewlett Packard Enterprise
    Jul 2019 - May 2022 (2 years 11 months)
    Responsible for hire, on-board, train, and develop the Customer Success Managers and Customer Engineers to ensure the right Installation, Support, Maintain and develop the technical transformation journey to our enterprise customers ensuring that they can achieve and exceed their business goals through on premise or cloud solutions.

    • Lead the Customer Success Managers and Customer Engineers to achieve and exceed the Customer experience (NPS=85%).
    • Care and Increase LATAM total customer contract value (TCCV=U$110M).
    • Improve process and cost control to achieve and increase the Gross Margin results (GM 67%).
    • Lead third party to solve complex business/technical issues to deliver Enterprise Support Solutions. (Aro
  • Hewlett Packard Enterprise
    Manager of Customer Succes Team verified_user Verified experience
    Hewlett Packard Enterprise
    Nov 2007 - May 2022 (14 years 7 months)
    Responsible for hire, on-board, train, and develop the Customer Success Managers and Customer Engineers to ensure the right Installation, Support, Maintain and develop the technical transformation journey to our enterprise customers ensuring that they can achieve and exceed their business goals through on premise or cloud solutions.
    • Lead the Customer Success Managers and Customer Engineers to achieve and exceed the Customer experience (NPS=85%).
    • Care and Increase LATAM total customer contract value (TCCV=U$110M).
    • Improve process and cost control to achieve and increase the Gross Margin results (GM 67%).
    • Lead third party to solve complex business/technical issues to deliver Enterprise Support Solutions. (Aroun
  • Hewlett Packard Enterprise
    Service Delivery Manager
    Hewlett Packard Enterprise
    Oct 2007 - Jun 2019 (11 years 9 months)
    Execute efficient support operations and offer our
    customers an outstanding service experience (NPS79%).
    • Maintain the operations at exceptional levels from solid
    data analysis, customer feedback, internal stakeholders
    and service partners (GM 78%).
    • Single point of contact with the commercial team
    making business alignment.
    • Lead third party to solve complex business/technical issues on Enterprise accounts. (Around 4000 cases per month)
  • Hewlett Packard Enterprise
    Customer Success Manager
    Hewlett Packard Enterprise
    Jan 2002 - Oct 2007 (5 years 10 months)
    Responsible for the availability Colombia, Peru and Ecuador Customer environments under mission critical contracts. IT Alignment to the critical success factors of the customer business. Act as a single point of contact to ensure the highest level of satisfaction.

    • Kept aligned the mission critical contracts for Colombia,
    Perú and Ecuador with the customers business goals.
    • Increased the Total Customer Experience value portfolio up
    to 85% from 68%.
  • Hewlett Packard Enterprise
    Customer Success Manager
    Hewlett Packard Enterprise
    Jan 2002 - Oct 2007 (5 years 10 months)
    Responsible for the availability Colombia, Peru and Ecuador Customer environments under mission critical contracts. IT Alignment to the critical success factors of the customer business. Act as a single point of contact to ensure the highest level of satisfaction.
    • Kept aligned the mission critical contracts for Colombia, Perú and Ecuador with the customers business goals.
    • Increased the Total Customer Experience value portfolio up to 85% from 68%.
  • Hewlett Packard Enterprise
    Customer Engineer
    Hewlett Packard Enterprise
    Apr 1999 - Dec 2001 (2 years 9 months)

    • Responsible for Colombia customer installations and support.
    • First Mission Critical Certified Engineer on LAC region.
Education verified_user 0% verified
  • Google
    Introduction to Generative AI
    Google
    Jul 2024
  • LinkedIn
    The 10 Pillars of Customer Experience
    LinkedIn
    Apr 2024
  • ThePowerMBA
    Digital Marketing, E-Commerce & MBA
    ThePowerMBA
    Jan 2019 - Jan 2021 (2 years 1 month)
  • Massachusetts Institute of Technology
    Liderazgo en la Innovación
    Massachusetts Institute of Technology
    Jan 2019
  • thePower
    Digital Marketing, E-Commerce & MBA
    thePower
    Jan 2019 - Dec 2021 (3 years)
    Power Digital Marketing, E-Commerce & MBA Expert
  • Massachusetts Institute of Technology
    Liderazgo en la Innovación
    Massachusetts Institute of Technology
    Jan 2019 - Dec 2019 (1 year)
    Skills: Strategy · Customer Success · Annual Recurrent Revenue (ARR) · Team Management · Technology Adoption · Artificial Intelligence (AI) · Customer Engagement
  • Stanford University
    HP Engage Innovation And Entrepreneurship Certificate - Accelerate Development for Managers, Business/Managerial
    Stanford University
    Jan 2014 - Dec 2015 (2 years)
    Accelerate Development for Managers
  • Stanford University
    HP Engage Innovation And Entrepreneurship Certificate - Accelerate Development for Managers, Business/Managerial
    Stanford University
    Jan 2014 - Jan 2015 (1 year 1 month)
  • Inalde Business School
    Master of Business
    Inalde Business School
    Jan 2005 - Jan 2007 (2 years 1 month)
  • Inalde Business School
    Master of Business Administration (M.B.A, Master Business Administration
    Inalde Business School
    Jan 2005 - Dec 2007 (3 years)
    Master Business Administration
  • Inalde Business School
    Programa de Iniciación Directiva (PID, People Management
    Inalde Business School
    Jan 2004 - Dec 2004 (1 year)
    Programa de Iniciación Directiva
  • Inalde Business School
    Programa de Iniciación Directiva (PID), People Management
    Inalde Business School
    Jan 2004
  • UNIVERSIDAD INCCA DE COLOMBIA
    Engineer’s Degree, Electrical and Electronics Engineering
    UNIVERSIDAD INCCA DE COLOMBIA
    Jan 1997 - Dec 2002 (6 years)
    Ingeniero Electronico
  • Colegio San Viator
    Bachelor’s Degree, Clasic
    Colegio San Viator
    Jan 1978 - Dec 1989 (12 years)
    Bachiller Clasico
Projects (professional or personal) verified_user 0% verified
  • S
    Su Presencia Kids - Facial Recognition
    Jan 2020 - May 2022 (2 years 5 months)
    Leader the entire Su Presencia church team to develop a Process automation of all kids to Su Presencia Kids church around Parent match, Entrance, Follow up, allow entrance to parents and secure deliver of all families groups at every session. This process include around 2000 kids in/out proces in 20 minutes in around 8 sesions during the weekend.
  • S
    Separation Managemnet Office (SMO)
    Nov 2014 - Oct 2015 (1 year)
    Responsible for the Colombia and Venezuela countries separation in to HP Inc and Hewlett Packard Enterprise.
  • Iglesia Cristiana El Lugar de Su Presencia
    Consultant - Senior Fellow
    Iglesia Cristiana El Lugar de Su Presencia
    Jan 2013 - Current (13 years 10 months)
    I have been supporting the technological transformation journey. Projects such as the creation of CRM, facial recognition for the children's church, ERP migration, among others.

    On the other hand, all the support and implementation of strategic and administrative practices to support growth in several subsidiaries
  • Iglesia Cristiana El Lugar de Su Presencia
    Sound Engineer
    Iglesia Cristiana El Lugar de Su Presencia
    Apr 2012 - Current (14 years 7 months)
    I'm responsible for the Live sound mix in the Iglesia el Lugar de Su presencia - Campestre site.