Julio Marquez
Manager, Customer Success Engineering @ Dynatrace
About
Julio Marquez is a manager of Customer Success, with experience leading high performing teams and impactful projects. His background in customer service, product analysis, and career development provide an insightful, yet competitive approach. Julio is driven by his passion to learn the details of business improvement and development, doing so while building a people-centric culture. He considers himself a “student of leadership”, both intent to grow individually to provide value wherever possible and lead with a purpose to help others develop. His hunger for knowledge and intense drive to translate information into action has contributed to his most recent success at Vertafore. There, he was able to improve interdepartmental processes, redefine what it means to be a customer-facing leader. Julio is currently working as a leader in customer support and is always looking for the next big challenge. Reach out anytime to julio.l.marquez@icloud.com to connect!
United States
Denver Metropolitan Area
Computer Software
Google Gemini, Artificial Intelligence (AI), Generative AI, Agentic AI Development, Client Delivery, Business Strategy, Strategic Planning, Account Management, Churn Management, Customer Onboarding, Growth Strategies, Customer Success, Leadership, Customer Satisfaction, Lean Six Sigma Yellow Belt, Agile Project Management, Analytical Skills, Technical Support, Data Management, Customer Relationship Management (CRM)
Experience
Manager, Customer Success Engineering
Dynatrace
Denver, CO
Application Product Manager
Colorado Access
Denver, Colorado, United States
User Operations Supervisor
Snapdocs
Denver, Colorado, United States
- Optimization and development of Lender Onboarding process - Scaling of User Operations team (Product Augmentation) - Guiding career development and pathing for direct reports
Customer Support Manager
Vertafore
Greater Denver Area
• Actively contributes in constant optimization of Customer Support specific to customer experience and success • Created an escalation path for product issues not only for Customer Support, but for all customer-facing departments • Established and monitors KPIs for Customer Support specific to product teams based on productivity and satisfaction surveys • Assists with Product Launch planning • Enhanced on-boarding and training processes and documentation for individual contributors and the leadership group for Customer Support • Serves as Product Expert for company • Identifies collaborative opportunities and developed strategies with multiple departments to achieve business objectives • Performs detailed product analysis and made recommendations for areas of opportunity • Created Career Development Process for employees • One of 5 chosen out of 2200+ employees for annual award in 2019
Customer Support Analyst
Vertafore
Denver, Colorado
• Managed and executed internal processes and procedures for Customer Support staff • Point of contact for customers and multiple internal departments • Provided feedback to Support Specialists to maximize efficiency and provide great customer experience • Collaborated with Development staff to find short term and long term resolutions for customers • Created and executed SQL fixes for databases
Customer Support Specialist
Vertafore
Denver, Colorado
• Internal point of contact for Customer Support • Resolved escalated issues for customers • Delivered product training for new hires • Provided continuous development for support staff • Assisted in evolving the internal structure of Customer Support
Customer Service Specialist
Santander US
• Provided ongoing coaching and development for Customer Service • Resolved customer inquiries and complaints • Point of contact for Customer Service • Delivered the management staff reports regarding employee performance on a daily, weekly, and monthly basis • Trained employees new to the Customer Service department
Team Manager
EOS USA
• Conducted performance reviews for all Collections Representatives • Initiated operations improvements to improve overall call center productivity • Prepared reports and communication for senior management • Reviewed key performance indicators to ensure quality production from the team
Certified Trainer
Panera Bread
• Assisted with developing existing employees • Conducted one-on-one and in-group training sessions for new employees • Maintained a high level for service in a fast-paced environment on a daily basis
Education
Metropolitan State University of Denver
Mathematics
Julio Marquez's Contact Information
Phone
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