Noemi Aguilar

Act-On is a software-as-a-service, cloud-based marketing automation solution. Its platform is purpose-built to give small and medium-sized marketing teams all the value of marketing automation – without the complexity big enterprise systems impose.

Faria Systems is an international education SaaS company with 1,700+ International Baccaleaureate schools using ManageBac for curriculum planning, assessment & evaluation. I initially started as a Sales & Support Associate & my role eventually expanded to Spanish-language translations for the ManageBac UI, Marketing collateral translations, and Lead Associate of Sales & Support for South America market. Support ► E-mail Support: Resolved customer emails with a goal of 80% of all replies in under 3 business hours. Urgent issues were properly escalated to the development team. ► Help-Guide Tutorials: Continuously improved and updated as changes were made to the system to ensure accurate and current documentation. ► Phone Support: Calls were answered promptly within minimal need for followup-questions. Voice mails returned. ► Training: Led online webinar and onsite trainings / account configurations for teachers and administrators via online webinars. ► Managed ongoing client support. Product Development ► Customer Feedback: Relayed customer feedback, needs or UI bugs back to the R&D team with clear prioritization. ► Quality Assurance: Open tickets were tested and closed within 24 hours. Identified issues with product features before requesting R&D involvement. Tested thoroughly before confirming customer resolutions and deploying to production. Sales ► Conducted sales visits in Mexico City, Ecuador, Peru, Costa Rica, Argentina, and Colombia, as well as U.S. schools. ► Oversaw sales pipeline of ~400+ South America schools. Conducted sales outreach via email and phone. ► Led online sales demonstrations with School Principals, Staff, Teachers and IT to analyze implementation and review product features. Presented at IB Association Conferences with up to 300 attendees. ► Account Setup: Processed school trials and signups. Scheduled introductory calls, account configuration webinars, on-site visits, and trainings.