Jaime Farinos · Head of Services and Support - Chronicle · | Scholar ✭✭
About
- Username
- Jaime Farinos
- Joined
- Visits
- 44
- Last Active
- Roles
- Founding Member
- Points
- 65
- Badges
- 9
- Company
- Bio
- Jaime is a Support and Services executive with over 15 years of experience in various leadership positions in both the large enterprise sector as well as in the startup ecosystem. Broad experience in driving end to end customer success initiatives for SaaS and On Premise customers, executive communications, launching new support organizations and integrating services and support processes of acquired companies while managing organizational change. Throughout his international career Jaime has driven large cross cultural teams to execute on digital services transformation projects impacting thousands of stakeholders and has learned from the idiosyncrasies of that journey in order to continuously delight customers. He has a passion for coaching and leading teams to achieve great results. In his free time he enjoys learning languages.
Reactions
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Re: Role for PS Revenue
An PS Engagement Manager will typically work with Sales/Presales and PSO to position the right services according to the requirements of the customer and be a key point of contact to make the transit… (View Post)2 -
Re: State of the Handshake between Service Portfolio Management & Technology Product Management
This is a very interesting topic. I would find very useful to learn more about best practices, process definition and process maturity in this context. This would include the design, monitoring and i… (View Post)1 -
Re: What metrics (e.g. KPIs) does your customer success team get measured on?
There are a few KPIs tracked at a team level and some at an individual level. At an individual level I'm not fond of KPIs because they can easily drive bad behavior. It's better to focus rather on dr… (View Post)4 -
Re: What are the key components of a customer success program?
Hi Steven, Yes, indeed Support is different from CS, but there are several over arching concepts that seem valid for both, e.g. delighting the customer, driving value realization, influencing the cus… (View Post)2 -
Re: Community Introductions
Hello Community! My name is Jaime and I lead Post Sales for Chronicle, an Alphabet Bet that was recently acquired by Google. Looking forward to collaborating, sharing and learning from you. My key in… (View Post)1
