Ronald Menjivar

Ronald Menjivar is currently a Customer Success Manager at Mercado Labs. Prior to this, they were a Customer Success Lead at Mercado from July 2021 to August 2022. In this role, they were responsible for account management, renewals, and upsell/cross-sell to Global digital portfolio according to their business requirements, pipeline review, QBRs, and assisting customers with functional and technical support issues through remote troubleshooting techniques. Ronald was also responsible for project management, implementation process with large Enterprise customers, creation of CRD and functional specifications and Testing, Understanding of Rest APIs, EDIs, Cloud environment.

In addition, Ronald conducted high-level conversations with C-Level and VP -Level Executives to address business needs, build and maintain customer relationships, and manage Partners' relationships. Ronald also developed and led an empowered customer success and data analyst practice with the creation of a CS playbook, the handoff from sales, onboarding procedures, training materials, KPIs & metrics for the CS department (NPS, CSAT, customer health metrics). Furthermore, they were responsible for facilitating and coaching agile, lean, user-centered design product onboarding and training to drive customer adoption. Ronald identified customer utilization levels and provided solutions to maintain customer engagement proactively and drive empowered change at scale from the team level through the executive team. Lastly, Ronald created and implemented outcome-based roadmaps to bridge the gap between strategy and execution to effectively navigate through JI

Ronald Menjivar has a Master's degree in Business Administration and Management, General from Universidad Tecnológica de El Salvador. Ronald is also certified from Fruit of the Loom Technological Educational Center in Green Belt - Lean Six Sigma and from Ministry of Education of El Salvador in Digital Degree Certification.

Ronald Menjivar reports to Rebecca Rizzuti, VP of Customer Experience.