Eptura

Strategic, Customer Success Manager

Principal Customer Success Manager

Senior Customer Success Manager 

SmartMoving Software

SmartMoving is the only software tool your moving company needs. Whether you’re a one man operation or you have franchises across the country, maximize your sales, marketing, operations, and profits with the one software tool that makes every part of your company achieve its potential.

Customer Success Manager

ePesos

Co-founder & Manager, Customer Success

Co-founder & Manager, Business Development

QUANTUM CAPITAL

Manager, Central Mexico Operations

Strategic Planner

Customer Success addict | Customer obsessed | CS Ops | Data lover | Top 100 Strategist @ Eptura

I did not choose Customer Success. Customer Success chose me.

In 2020, I took a step back from my leadership role to go all in on Customer Success. I believe the best Customer Success leaders are those who have walked the path, understand the role inside and out, and know what it takes to drive results. This is the journey I’m on, building expertise and laying the foundation for impactful leadership in the future.

In just four years, I’ve grown from an entry-level CSM to a Strategic CSM. Along the way, I discovered a deep passion for empowering other CS professionals to thrive in their roles. Through my newsletter and the two guides I’ve written—Onboard Yourself and Raising the Bar—I share actionable insights and strategies to help others navigate the complexities of this role.

As a Strategic CSM, I’m focused on helping global enterprise organizations achieve their goals by leveraging data-driven strategies and tailored solutions for their specific needs. Whether it’s fostering collaborative cultures, driving change and adoption of innovative tools, or solving complex business challenges, I thrive on guiding customers toward measurable results.

I’m a process addict with an engineering background, driven by curiosity and data. Numbers tell stories, and I love unraveling them to identify opportunities for expansion and growth. I believe in the power of people and data—track the right metrics, and improvement will follow.

Customer Success is where I’ve found my true passion—helping customers achieve their desired outcomes and seeing their growth is incredibly rewarding. I believe CS is the catalyst for any company's growth, and when done right, it unlocks new revenue streams, enhances product adoption, and creates long-term partnerships.

Every conversation is an opportunity to learn, problem-solve, and deliver results that matter.

When I’m not creating Success Plans or building executive relationships, I’m traveling. I’ve visited over 20 countries and am always planning my next adventure. My favorite country so far? Japan, hands down.

Erika Villarreal

Euro Exim Bank

· Identify opportunities (lead generation) and generate sales from your country of residence.
· Build and maintain strong customer relationships and assist with all relevant client checks.
· Review Trade Finance client information in respect of Anti-Money Laundering (AML), Know Your Customer (KYC) and Counter-Terrorism Finance (CTF) requirements.

Financial Business Consultant

Salansa Cafe 

Key responsibilities:
•	Responding to customers who encounter error messages from accessing sites, emailing or downloading content.
•	Monitoring use of computers to ensure compliance with café policies and applicable laws and regulations.
•	Reviewing user feedback and customer support tickets to identify pain points within public user base.
•	Providing faculty and staff with security software and network configuration support.
•	Diagnosing and executing resolution for network and server issues.

Cafe Manager

Hi-pe Computer System 

Key achievements:
•	Provided an efficient support service and call tracking system for the resolution of end user problems.
•	Implemented and managed operating systems and software, security systems and intrusion detection systems.
•	Managed to take care of the customers’ base, identifying opportunities to increase sales, prospecting and closing new customers.
•	Provided technical support to the customers (E-mail, Online Social platforms and over the phone).
•	Created service level agreement for IT operational functions and help desk operations.
•	Discussed project progress with customers, collected feedback on different stages and directly addressed concerns.

IT Customer Support Assistant

Catholic Relief Services

Updated and handled the workbooks and the item master workbook daily
Verified information populated from the procurement tracking tool and the inventory master file
Resolved discrepancies in information and obtained further information for incomplete documents.
Develop an effective filing system for all inventory records, office records and related supporting documents.

Data Entry Specialist

Ericsson

Key achievements:
•	Provided direction and participated in the construction, installation, operation, maintenance, inspection, and repair of telecommunications equipment, and other various systems.
•	Enforced safety policies and recommends changes to meet safety standards and laws.
•	Ensured that all aspects of the project proceed while adhering to internal company SOPs as well as external regulations and laws – this includes maintenance of project documentation
•	Identified and solved technical Issues with a variety of diagnostics tools.

Technical Supervisor 

CARE

Key achievements:
•	Collaborated with communities, families, volunteers, local health centres and relevant OPDs to implement and monitor project activities in line with approved plans & procedures.
•	Spearheaded project quality and monitoring quality indicators of the project.
•	Monitored and evaluated the flow of data and progress by visiting the districts.
•	Handled, prioritized, and documented projects using IMS application to standardized project performance and documents
•	Provided technical support to project partners to build capacity and to ensure the project's success.

Program Support Assistant

Customer Technical Support.

Innovative IT and Customer Support Specialist with experience in selecting and setting up diverse technical equipment. Also has extensive experience in retail, telecommunications, and customer service. Troubleshoots highly technical, complex issues with ease and patience Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.

taplio

The Battle

Erika Villarreal

Moffat Banda

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