Carlos Palacio

Dynamic customer support offering expertise in customer experience, customer support, building partnerships, retaining and developing key accounts, and being the voice of the customer. Distinguished MBA from University Canada West (UCW), Electronic Engineer specializing in Project Management and Regulation and Management of Telecommunications and New Technologies, with over 10 years of experience as a sales engineer and technical trusted advisor for B2B sales in the SaaS-technology industry. Machine Learning and Predictive Analytics expertise in Python, Tableau for data visualization, CRM administration, and strong Excel financial skills to improve business unit management. Strong leader with proficiency in growing professional networks, influencing decision-makers, and devising successful strategies. Collaborative and strategic team leader with a robust background in customer relationship management with senior management and C-suite stakeholders. Languages: English (Fluent), French (Baccalauréat), Spanish (Native). Excellent verbal and written communication.

Account Executive /Territory Account Manager | 10/2018 to 07/2020 

Avaya - Colombia

Sold through direct, indirect (reseller), and multichannel (reseller + wholesaler) distribution, complex sales like software-as-a-service (SaaS), including Unified Communication, Contact Centers, forecasting platforms, Artificial Intelligence platforms, and on-premises solutions. Direct sales were made for strategic accounts. Consistently moved between 90% and 110% of sales quota. 

Sales Engineer | 10/2014 to 09/2018 

Avaya - Colombia

• Explained to customers how the technical solutions brought value to their business (for instance, increasing income, revenue, customer experience, social impact, or decreasing costs), concentrating on artificial intelligence in conjunction with software solutions for customer experience. Analyzed, created, and presented to customers technological solutions based on their strategies, visions, needs, targets, challenges and procedures. ROI-based analysis and focused on customer value.  

PRODUCT MANAGER | 01/2003 to 10/2008 

Tigo - Colombia

• Product manager for the data business unit, planning and implementing a comprehensive product strategy and roadmap, significantly increasing revenue and market share.

University Canada West (UCW) | MBA, with Distinction

Universidad Externado De Colombia | Specialist in Regulation and Management of Telecom 

Universidad EAFIT | Project Management Specialist 

Universidad Nacional De Colombia| Electronic Engineer