Customer Success Project Management

TANIA ALVES

CAPE CORAL, FL, *****, US 954-***-**** **********@*****.*** www.linkedin.com/in/tania-alves-757427

SUMMARY

Driven Technical Project Manager with 9 years of experience in program/ project execution and customer success, specializing in improving project delivery and optimizing customer experience. A proven track record includes securing $2.8 million in revenue and achieving a 60% increase in customer adoption. Expertise in managing complex projects, risk assessment, and stakeholder communication, ensuring alignment with customer business goals. Ready to contribute to organizational success through strategic planning and exceptional project management skills.

KEY SKILLS

•Customer Success & Client Management: CX Customer Success Executive, Enterprise Client Success, Client Relationship Management, Cross Functional Collaboration, Strategic Account Support, Business Critical Services, Analytical Skills

•Project & Program Management: CX Program Management, Waterfall/Agile Methodologies/Scrum, AI &ML PMI Certified - CPMAI+E 7.0, Program management tools (Salesforce, Jira)

•SaaS Expertise: SaaS Onboarding and Implementation, Value Realization, CRM & Asset Management, Professional Services, Technical Support, Consultative Conversations

•Global Strategy & Languages: Global Business Development Strategies, Trilingual (English, Portuguese, and Spanish)

WORK EXPERIENCE

CISCO Dec 2023 - Nov 2024

CX, Customer Success Executive – Miami (Remote)

•Spearheaded the development and execution of strategic project plans, encompassing scheduling, resource allocation, and risk mitigation to support successful project delivery, while managing documentation processes for business, functional, interface, and implementation requirements to ensure clear communication and adherence to scope.

•Facilitated stakeholder QBR meetings, providing timely updates on budget, timeline progression, task completion, and risk management efforts while coordinating with internal sales teams and 3rd-party organizations, assigning tasks, and mentoring project members to achieve goals with an emphasis on quality, scope, and deadlines.

•Championed enhancements to departmental standards and tools, fostering continuous improvement of internal practices and extending these initiatives to the New Hire Ambassador program

CISCO Dec 2022 - Dec 2023

CX, Success Program Manager – Miami (Remote)

•Supported enterprise clients through the adoption and integration of scalable platforms. Leveraging data-driven strategies to optimize customer experience. Managed the adoption and expansion of Cisco SaaS across a portfolio of 36 enterprise accounts, employing personalized strategies to optimize customer experience and improve adoption rates of 13 programs.

•Evangelized the CX offer strategy roadmap to stakeholders, enhancing customer engagement and driving long-term deployment outcomes.

•In collaboration with sales, renewals, Renewal Managers, legal, and engineers, executed de-risk activities securing $2.8M in revenue and generating cross-sales opportunities through targeted interventions.

•Directed the delivery of Accelerators and Ask-the-Expert sessions, tailoring initiatives to align with customer business goals while ensuring timely project execution, achieving 100% account lifecycle engagement, resulting in a 60% increase in customer adoption movement.

CISCO

Business Development Manager – Miami (Remote)

Feb 2015 - Dec 2022

•Drove Business Critical Services growth supporting sales services efforts, improving customer experience throughout the entire lifecycle, from conception to documentation and delivery, exceeding customer expectations, and increasing renewal rates by 20%.

•DAT- Utilized a consultative approach to size accurately and scope projects, and perform risk assessments, profitability analysis, and cost optimization, ensuring high NPS. Closed over $5 million quarterly by managing 20+ projects monthly, facilitating collaboration between engineering, legal, sales, and delivery teams. Scoped the appropriate level of effort and planned resources for large and complex deals across multiple IT architectures.

•Delivered approximately 300 sales SOWs and bids per quarter to support regional sales teams while improving business development practices, streamlining internal processes, accelerating sales progress, and reducing sales cycles.

•Ensured compliance with contract management policies, government regulations, Cisco Partner Organization, and IT industry protocols. Contributed to the global DAT process, supporting the integration of Latin America department requirements. Managed communication changes and tool training for new hires and field sales teams.

CISCO

Executive Administrator/ Office Manager – Miami Oct 1998 – Oct 2014

•Supported the Senior Directors in the Americas region, overseeing operations across the USA, Canada, and Latin America with a sales team of 400 representatives and a yearly quota of $1.8 billion. Streamlined administrative processes, planned and executed regional and global events, implemented communication initiatives, provided HR support, and aligned operational guidelines. Managed high-impact projects like Cisco Full Circle, coordinating efforts across 13 Latin American locations and organizing 2,500+ volunteer hours in one day.

•Oversaw day-to-day activities in the Emerging Markets region with a multicultural sales team achieving a yearly quota of $1.4 billion, including HR responsibilities and QBR events planning.

•Collaborated with directors, VPs, and SVPs globally to facilitate team meetings, managed a team of 8 office support staff, and delivered a new sales floor in alignment with Workplace Resources and the operational goals.

EDUCATION AND PROFESSIONAL TRAINING

DeVry University, Miramar, Florida

•Bachelor of Science in Business Administration/Project Management

•Cisco Training – Green Belt Customer Success Executive, Consulting Development Program Foundational (CDPF), Green Belt Success Program Manager, Green Belt Business Development Manager, CX Baseline Training, Business Critical Services 3.0, Cisco Sales Expert (SMB and Enterprise).

• Fortinet NSE3, Agile Fundamentals

CERTIFICATIONS

•PMI - Cognilytica Cognitive Project Management for AI (CPMAI +Ev7.0) with Ethical and Trustworthy AI

•AI - AI for Everyone (Coursera), ChatGPT/ Claude3.7/ DALL-E/ JASPER AI ( Coursiv)

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