Role
Qualtrics · Mexico City, Mexico
Managed the complete onboarding journey and project delivery for more than 30 enterprise clients, connecting customer requirements with technical solutions.
Contributions
- Owned solution design for support automation projects, translating business requirements into AI-driven solutions that reduced time to resolution (TTR) by up to 90%.
- Provided guidance and coaching on conversational design, decreasing time to first response (TTFR) by over 90%.
- Served as the communication link between technical teams and clients to resolve complex issues and support project delivery.
- Performed quality assurance testing on automation workflows to improve platform stability across client accounts.
Enterprise support at XM Discover
- Diagnosed high-priority issues involving unstructured data ingestion, analysis, and visualization.
- Coordinated escalations with Engineering, Product, Customer Success Managers, and Technical Account Managers.
- Helped shape the Mexican team’s first Success Check and contributed reusable client-engagement templates.
- Documented solutions for internal and external knowledge bases and mentored colleagues on complex cases.
Core skills
Client onboarding · Solution design · Support automation · Business analysis · Coaching · Quality assurance · Relationship management