Dynamic professional with 6 years of experience as an Key Account Manager and Customer Success Manager.
Strong interest in continuous learning, problem-solving, teamwork, and building long-term business relationships.
Interested in commercial areas and digital transformation in technology, digitization, sustainability, and energy sectors.
Professional Break - Master in Digital Business and Innovation at IE Business School
August 2023 - Present
I decided to take a leap in my professional life, and what better way than to dare to leave my country, my job, and venture to Madrid, an incredible cosmopolitan city with many opportunities. It also offered me advantageous opportunities in terms of visas, daily language practice, and the chance to study in English.
Senior Customer Success Manager - wherEX
February 2022 - July2023
wherEX is a B2B SaaS with a presence in Chile, Peru, Colombia, and Mexico that provides solutions to procurement and supply chain areas by connecting them with a wide ecosystem of suppliers, streamlining their acquisition processes, and optimizing their sourcing decisions with advanced technology and strategic AI-powered analysis. Additionally, it offers a SaaS to digitize and automate payments and financing, thus entering the fintech world.
My responsibilities included managing a portfolio of over 25 clients with a budget exceeding US $100 million, handling client and user onboarding, identifying and generating upsell and cross-sell opportunities, and ensuring client retention and loyalty. Finding opportunities within my clients, understanding their processes, and managing consultative sales in areas we had not yet penetrated was part of my daily routine. I also held regular management meetings with my counterparts and strategic meetings with CEOs, CFOs, and other senior executives to review results, compliance, and work plans.
Throughout this period, thanks to my performance and the results obtained, I advanced in the seniority of my client portfolio, managing increasingly important and strategic accounts for the company:
Senior Customer Success Manager (January 2023 - July 2023).
Customer Success Manager (September 2022 - Dicember 2022)
Customer Success Partner (February 2022 - August 2022)
Among the clients were:
Aconcagua Foods: Food industry, producer of canned goods.
Casino Dreams: Entertainment, a group of casinos and hotels.
Cambiaso: Mass consumption commercialization, specializing in tea, herbs, and cleaning products.
CCU: Leading beverage and liquor producer and distributor in Chile.
Colun: Dairy, a leading cooperative in Chile.
Constructora Tecton: Construction in various sectors, including hydroelectric plants, photovoltaic plants, mining, and residential projects.
Gasmar: Energy, distributor of liquefied gas.
Starken: Logistics, shipping and transportation company.
Universidad Técnica Federico Santa María: Higher education institution.
Operations Key Account Manager - Agrosuper
Dicember 2017 - October 2021
Agrosuper is a leading Chilean company in the agro-food industry, specializing in the production and commercialization of chicken, pork, turkey, and salmon. It operates both domestically and internationally, exporting its products to numerous countries, with sales exceeding US $4.1 billion in 2023. With a focus on quality and sustainability, Agrosuper integrates all stages of its production process.
FoodserviceDepartment:
The Foodservice department represents 13.4%* of national sales (US $222 million) and covers the entire HORECA spectrum. As the sole Operations Key Account Manager (KAM) for the entire department, my role was to ensure supply, service levels, and compliance with commercial plans for key clients served by six commercial KAMs. These KAMs were divided into sectors: Casinos, Fast Food (2), Processors and Distributors, Convenience Stores, and Operators of Junaeb and Public Institutions (Chilecompra.cl).
My responsibilities included constant demand forecasting for each client and 26 distribution centers nationwide under the S&OP process. I participated in regular meetings with the Supply Chain Department, Business Department, Call Center, Logistics, and more, as well as with the operational and commercial counterparts of each of the commercial KAMs' clients.
Among the main challenges and achievements were creating action plans to maintain stable supply during the 2019 social unrest and the subsequent pandemic. This challenge required organizational skills, follow-up, internal and external negotiation, and demand estimation in rapidly changing scenarios. Another significant achievement was improving the performance of the primary client in the portfolio by approximately 40% according to their most demanding indicators, which was crucially facilitated by collaborative work and a trust-based relationship.
Supermarket Department, Cencosud sub-department:
The Cencosud sub-management within the Supermarkets Management represents 13.8%* of national sales (US $229 million). As the first Junior Operations KAM, I initiated collaborative work with Cencosud, the largest supermarket retailer in Chile with the Jumbo and Santa Isabel brands, holding 33% of the market. This collaborative work involved establishing the figure of Collaborative Planning, Forecasting and Replenishment (CPFR), structuring the work plan, metrics, and actively engaging in the client's internal indicators such as inventory levels, demand forecasts for their more than 250 points of sale nationwide, and configuring their automatic purchasing tool, among others.
One of the main achievements was developing a new purchasing method for the most important activations, taking historical variables of sell-in, sell-out, fill rate, among others, and achieving highly reliable levels of accuracy. This led to more efficiently distributing the demand nationwide for more than 400 SKUs.
Among the clients were:
Alsea: Operator of restaurants and franchises of recognized brands in Latin America.
Aramark: Provider of food services and facilities management for various industries.
Arcoprime: Operator of convenience stores and service stations under Empresas Copec in Chile.
Cencosud: Leading retailer in Latin America with supermarkets, stores, and shopping centers.
Instituciones Públicas: Public institutions that must centralize all their procurement through the chilecompras.com portal.
Junaeb: Chilean institution that provides school meal services and scholarships.
NIU Foods: Food company offering innovative and healthy products.
Sodexo: Global provider of quality of life services and facilities management.
* Data from the public integrated report 2022.