Ronny Jiménez Zarate

Customer Success Manager SMB

KnowBe4

Sep 2025 - Current (11 months)

Build strong customer relationships by deeply understanding client objectives and aligning KnowBe4 solutions to achieve measurable security-awareness outcomes. Lead strategic onboarding and adoption, guiding customers through configuration, training, phishing simulations, and change-management activities to ensure a successful deployment. Act as a trusted consultant, leveraging assessments, best practices, and customer health metrics to proactively drive product value, usage, and long-term success. Partner cross-functionally with technical support, pricing specialists, and internal teams to resolve issues, optimize customer experience, and streamline renewals, add-ons, and upgrades. Deliver ongoing business reviews and success plans, ensuri

Sr. Cloud System Administrator

OpenText

Dec 2019 - Nov 2024 (5 years)

Served as a trusted advisor to enterprise customers, ensuring high satisfaction and proactive issue resolution. Managed critical escalations, aligning with stakeholders to maintain a 99% SLA compliance rate. Led cross-functional collaboration with engineering, support, and account teams to improve service delivery. Developed and implemented customer success best practices, enhancing retention and loyalty. Provided executive-level reporting on trends, customer sentiment, and service improvements.

Latam Customer and Partner Experience Satisfaction Desk

N3

Aug 2019 - Dec 2019 (5 months)

Engaged with customers to analyze cloud adoption trends and address pain points proactively. Gathered and leveraged customer feedback to improve Microsoft Cloud service offerings. Provided strategic recommendations to drive product adoption and optimize customer success initiatives.

Azure Software Engineer (IAAS)

Tek-Experts

Jan 2018 - Aug 2019 (1 year 8 months)

Delivered technical support to Enterprise, Premier, and Pro-Direct customers, specializing in Azure Networking. Assisted customers in troubleshooting and optimizing cloud network configurations for better performance. Collaborated with engineering teams to resolve escalated technical challenges, ensuring customer satisfaction. Mentored junior engineers in customer service best practices and technical issue resolution.

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Team Manager

Network Communications S.A

Dec 2016 - Jan 2018 (1 year 2 months)

Managed a team of 50 engineers, overseeing support operations for an outsourcing project with ICE. Led incident response teams, ensuring timely resolution of critical issues and maintaining service reliability. Conducted new hire training and developed employee development programs to improve technical proficiency. Strengthened client relationships by exceeding customer expectations, resulting in contract renewals and project expansions.

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Digital Signature Technical Support

Network Communications S.A

Apr 2016 - Dec 2016 (9 months)

Supported the implementation and troubleshooting of digital signatures for public sectors and services during Costa Rica's digital transformation. Assisted end-users with installation and troubleshooting of digital signatures. Collaborated with developers to enhance certificate validation and improve processes with various banking sectors.

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IT Systems Administrator

Compuplaza S.A

Apr 2015 - May 2016 (1 year 2 months)

Led IT operations for HamburgSud, managing network infrastructure, security, and system performance. Implemented a global ticketing system, streamlining issue tracking and resolution for end-users worldwide. Conducted proactive maintenance, reducing downtime and enhancing operational efficiency.

Ronny Jiménez Zarate

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