Mauro Vasquez

Experience

• 

  Tek Experts

  Jan 2016 - Aug 2021

  I was in charge of handling my own portfolio of clients(around 35 accounts) in 3 different languages, English , Portuguese and Spanish, my role consisted in working as their trusted advisor making sure that they were use all their available resources and also identifying possible upcoming sale opportunities.As part of my role I had to plan yearly and measurable objectives for those clients and make sure that those were accomplished,as part of my daily routine I was in charge of scheduling and hosting meetings with my clients on a daily basisMi rol consiste en manejar una cartera de clientes que poseen herramientas de software a las cuales mi empleador le da soporte.Actualmente manejo 35 cuentas en tres idiomas: inglés, portugués y español, con dichos clientes realizo reuniones mensuales en las cuales mi función es ser el punto de contacto para dichas compañías y poder garantizar que las mismas reciban un servicio optimo en el cual todas sus inquietudes sean escuchadas.Es también parte de mi rol el planificar objetivos anuales con dichas compañías y velar que los mismos sean medibles y que se logren cumplir. Show less

  • Service Delivery Manager

    Jun 2020 - Aug 2021

  • Escalation Manager

    Oct 2018 - Jun 2020

  • Customer Advocate Manager/Success Manager

    Jan 2016 - Oct 2018
• 

  VMware

  Sept 2021 - Jun 2024

  Support Services Manager

  As a Senior Support Services Manager my responsibilities are the following:• Managing a portfolio of top corporate clients from the USA and Brazil• Overseeing support related activities for assigned customers including upgrades, migrations, and patching activities.• Working as point of contact for business-critical escalations for my assigned customers. Handling these escalations until resolution and informing internal and external stakeholders accordingly.• Coordinating and working as a facilitator for multi vendor calls where extensive troubleshooting and collaboration across vendors is needed to resolve outgoing issues.• Developing and conducting “Get Well Plans” with concrete objectives for critical customers. Show less

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  ServiceNow

  Jun 2024 - now

  Customer Success Manager