Julio Marquez
Helping others grow and develop towards their passion!
As an experienced customer service manager, product manager, and customer success/operations manager, I have spent my career building and leading teams that deliver exceptional customer experiences. With several years of experience in customer service, I first became a customer service manager at an insurance software company. There, I implemented new policies and procedures to streamline operations and improve customer satisfaction ratings. I was also able to develop multiple individuals that moved into a role aligned with their professional goals. After gaining expertise in customer support, I have been a customer success/operations manager at a mortgage software company, where I led a team that was responsible for ensuring customer satisfaction and retention through the internal operations of our product. Initially, I worked closely with customers to understand their needs, troubleshoot any issues they had with the product, and create customized solutions that helped them achieve their goals. This then transitioned into a leadership opportunity for a new onboarding team. I created the initial team and internal processes for new customer onboarding to ensure customers understood and adopted the platform. In my most recent role prior to Dynatrace, I transitioned into product management, where I managed the development and launch of internal products in a healthcare company. I worked closely with cross-functional teams and stakeholders to ensure that products were delivered on time, met customer & employee needs, and aligned with company goals. Throughout my career, I have developed a deep understanding of the importance of customer-centric thinking and the value of building strong relationships with customers and employees . I am passionate about using my skills and experience to drive customer success by empowering and enabling the growth and development of employees.
INTRODUCTION
Work History
Manager, Dynatrace ONE (Technical Product Specialists)
Dynatrace (August 29, 2022 - Present)
Manage a team of Technical Product Specialists who are responsible for training, enablement, support, and adoption of our product. We work in collaboration with all our post-sales teams to ensure that customers recognize the full value of our platform, regardless of their industry and use-cases. I am also responsible for coaching and developing professionals within and outside the team, who have multiple levels of experience. Our focus is to create a full development plan that will allow each employee the opportunity to reach their career aspirations!
Application Product Manager
Colorado Access (August 2, 2021 - August 25, 2022)
As an Application Product Manager, I was responsible for the internal tools/software used by our clinical teams. My responsibilities ranged from managing product lifecycle from ideation to end-of-life, including product planning and prioritization, requirements gathering, design and development, testing, launch, and post-launch support.
User Operations Supervisor
Snapdocs (May 1, 2020 - July 1, 2021)
In this role, I had the opportunity to create a customer onboarding team. I developed and implemented new customer onboarding programs that ensured successful adoption of products or services and increased customer satisfaction and retention. I worked closely with internal stakeholders and leaders to ensure that new customers received necessary resources, support, and training to succeed in using the company's products or services.
Manager, Customer Support
Vertafore (June 1, 2017 - May 1, 2020)
I was responsible for overseeing the operations of a team that provides customer service and support to clients. My primary responsibility was to ensure that the team provides excellent service and resolves customer issues effectively and efficiently. This involved developing and implementing customer service policies, procedures, and training programs, as well as monitoring customer feedback and satisfaction metrics. In addition, I was responsible for managing the team's workload, including scheduling, staffing, and performance management. I was also responsible for identifying opportunities for process improvement and implementing strategies to increase efficiency and productivity. I also became the primary contact within customer support for strategic and enterprise level customers. I was responsible for finding the right resources (within and outside of Customer Support), case management, and worked with Development to help prioritize bug fixes and new enhancement by providing the voice of the customer.
Education
Mathematics
Metropolitan State College of Denver
2008 - 2010