Juan Uribe

Accomplished Technical Support Leader with extensive experience leading cross-functional teams to deliver superior customer service. Proven in managing six-figure budgets, driving process improvements, and implementing customer service standards. Strong expertise in Salesforce products and building multi-lingual support teams for LATAM, boosting customer satisfaction.

Skilled in collaborating with senior leadership, analyzing support data, and optimizing team performance through mentorship, training, and strategic planning. Recognized for fostering talent and maintaining high service standards.

• Team Leadership & Growth: Spearheaded the creation and expansion of the LATAM Support team, tripling its size in 3 years. Delivered bilingual support in Spanish and Portuguese, significantly boosting customer satisfaction.
• Strategic Leadership: Led account escalations on critical support and technical issues, improving customer experience and collaborating closely with Product and Engineering to mitigate risks in business and contract negotiations.
• Market Intelligence & Insights: Analyzed internal case trends and projected capacity based on product launches and upgrades. Developed data-driven insights that guided strategic planning, resource allocation, and case volume management.
• Talent Development: Recruited, retained, and developed high-performing teams with a focus on continuous learning. Ensured team readiness for New Product and Service Introductions (NPI/NSI) to stay ahead of industry changes.
• Bilingual Communication: Leveraged fluency in English and Spanish to enhance collaboration with LATAM teams, providing key support and establishing a reputation as a reliable problem-solver.

Lead a diverse team of Technical Support Engineers and Swarm Leads, consistently driving service quality and efficiency improvements, including successfully establishing the AMER team supporting LATAM.

• Manage a six-figure budget, strategically allocating resources to optimize team performance and increase bonus opportunities, resulting in a 3x growth in the LATAM team since 2019.
• Collaborate closely with senior managers, directors, and VP-level roles across the organization, effectively running cross-functional programs that enhanced customer satisfaction scores to 4.71 in FY25, up from 4.48 two years prior.
• Successfully launched and managed the Partner Support program, utilizing data collection, capacity calculations, and headcount analysis to enhance the partner support experience and establish a key role in the organization.
• Developed and implemented customer service standards, procedures, and training programs, resulting in consistently high service quality and fostering professional growth within the team.
• Collaborated with Directors to build and present Quarterly and Monthly Business Reviews (QBRs/MBRs), analyzing KPIs and providing actionable insights to drive continuous improvement across the cloud and team levels.