Carmen Villalobos, B.S.

Experience

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  Petz Enterprises Inc

  Dec 1992 - Dec 1996

  Bilingual Technical Customer Support

  *Provided technical support and customer service for a nationwide user base.*Analyzed and traced telecommunication and banking transactions. *Trained clients on tax software installations and applications.*Resolved modem problems. *Handled IRS bank exceptions.

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  Epicor

  Mar 1996 - Jul 2000

  *Facilitated training of new and existing applications for new employees.*Subject Matter Expert in the area of Telecommunications and transmissions.*Provided support on Escalated Issue*Monitored and supervisived Queue Ticketing System to delegate assignment *Supported over 4,500 customers through help desk technical support services with applications running on UNIX, DOS, and Windows operating systems.*Provided Training in software installations and applications for English and Spanish speaking customer*Tested, and debug software problems.

  • Lead Product Support Engineer

    Aug 1998 - Jul 2000

  • Bilingual Senior Support Engineer

    Mar 1996 - Aug 1998
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  BMC Software

  Jul 2000 - Oct 2017

  *Provided Service Delivery to Global accounts , US, EMEA and LATAM.*Capitalized on the opportunity to lead forward-thinking new account onboarding initiatives while managing LATAM/EMEA accounts; focusing on operational excellence to deliver a world-class on-demand experience; and collectively collaborating with customers, partners, and other BMC departments to drive lucrative growth of customer advocates.*Partnered with sales and account manager teams to prioritize and manage accounts, along with engaging with customers to establish a dynamic business roadmap / blueprint to ensure ongoing achievement of business objectives.*Promoted customer advocacy to drive industry best practices and evolution of BMC product and platform functionality.*Liaised among areas within customer success and BMC to develop and deliver Continuous Service Improvement Plans. Show less *Subject Expert Matter for Data Migration/ AR System Customizations/ Distributed Server Option Applications*Worked with R&D to fix defects in visual basic code, as well as created technical documents for our Knowledge Base Web base database to provide customers and worldwide support teams resolve issues*Generated and facilitated training for the support floor. *Served as Account Manager for Partners in Latin countries, monitored reverse surveys, partner’s training, quality of issues logged into the system. Show less

  • Bilingual Sr. Customer Success Manager/ Sr. Business Relationship Manager US, EMEA, LATAM

    Jul 2014 - Oct 2017

  • Bilingual Saas Staff Tech Support/ Designated Engineer

    Jan 2011 - Jul 2014

  • Bilingual Tier 2 Data Migration Escalation Engineer

    Jul 2000 - Jan 2011
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  Ellie Mae

  Oct 2017 - Oct 2018

  Customer Success Manager, Enterprise

  * Served as liason between Elliemae and customers.* Built strong customer relationships, review operational customer’s lifecycle.*Worked closely with Account Teams, Sales Engineers, and Support Management assisting in cross-functional collaboration when needed.*Collaborated with Sales in renewals, churn reduction, customer risk.* Assisted customers in enablement expansion and advocacy.*Escalation point for support needs.

• 

  Proofpoint

  Oct 2018 - Jun 2021

  Bilingual Customer Success Manager/Security Advisor SLED Central, South Central, West Coast, LATAM

  *Provided Service Delivery to High Touch and scaled customers in US and LATAM in their local language.* Subject Matter Expert:Threat Response Auto-Pull: Reviewed configuration and performed penetration tests.*Subject Matter Expert: Target Attack Protection :Analyzed and provided security posture configuration protection against Malware, Phishing, Ransomware, etc.)*Worked closely with Directors and sales team in the West Coast, Central and the entire LATAM to secure a successful on-boarding process of purchased solutions. *Oversaw implementation of purchased solutions.*Empowered customers utilize solutions and the value derived, as well as assisting them in adoption Proofpoint best practices.*Planned and led Get Well process improvement initiatives tailored to improve overall customer success and satisfaction during a customer’s journey with the Proofpoint team. *Assisted customers in solving their challenges during their journey with Proofpoint. Show less

• 

  Palo Alto Networks

  Jun 2021 - now

  *Serve as the Palo Alto Networks’ central point of contact for Support delivery and Case Management to ensure the customer has an integrated service delivery experience*Develop a deep understanding of our customer’s business challenges and their technical environment to provide technical information, guidance, and supportIdentify upselling opportunities for the account team*Proactively monitor complex issues working closely with other Customer *Support and Engineering teams to resolve customer technical issues*Lead customer escalation communication and engagement*Manage complex customer situations, coordinating the actions of the Account *Team, Services Teams, Partners Resources, Designated Engineers, and Engineering ensuring the customer and internal stakeholders have the information required to make decisions and to act in order to resolve customer issues quickly*Deliver Case Support Review meetings with the support and involvement of the Account Team*Deliver Risk Advisory notifications (Security, PANOS, Cloud, HW)*Prepare & present Software Release information *Engage Product Management on behalf of the customer to communicate security priorities and operational requirements as feature requests Show less *Develop a strong partnership as a trusted advisor to customer stakeholders, channel partners, and executive sponsors to drive product adoption.*Work closely with CISOs, security architects, security engineers, and development operations teams within mid-to-large enterprises and alongside the internal account team, confidently presenting implementation plans to all ranges of technical ability.*Assist customers on expanding their SASE platform, adopt new features, how to reduce time to value, upgrade software and/or hardware, and when to engage additional Palo Alto Networks services.*Provide guidance and advice to onboarding customers about how best to utilize resources including their purchased solutions, support options, training offerings and other services.*Develop Customized Success Plans to guide customers through the entire post-sales journey influencing product roadmap to obtain 100% product adoption.*Leverage key metrics to build a strategic plan to address negative changes in the metrics.*Develop Standard Operating Procedures for the Strategic and Major new hire team members.*Collaborate in the development of the Customer Success Organizational Onboarding Enablement Curriculum. Show less

  • Bilingual Senior Network Security Support Account Manager US, LATAM

    Mar 2023 - now

  • Network Security Customer Success Manager; Strategic/Major/Enterprise US

    Jun 2021 - Mar 2023