Sol Morales

I lead our global team of Technical Project Managers across Chicago, Dublin, Paris, San Francisco, and Santiago to deliver high-impact services throughout the customer journey, from onboarding and implementation to strategic optimizations. Our work helps customers get the most out of Front: driving adoption, streamlining collaboration, and ensuring long-term value from their investment. I also partner closely with Sales, Product, and Relationship Management to refine our service offerings, align execution with strategy, and support our revenue growth. I’m thankful to play a part in scaling our customer experience globally, while mentoring a talented team and pushing for excellence in every project we deliver.

Sr. Technical Project Manager at Front, the leader in customer communication that brings teams together to offer tailor-made service at scale. Front is a hub for customer communication that allows companies to offer tailor-made service at scale. It combines the simplicity of the email inbox with the automation and insights of a CRM. Behind the scenes, teammates from all departments can work together to send out the best replies faster, keep messages organized across channels, and always maintain a personal touch. More than 9,000 businesses use Front to scale customer communication without trading quality for efficiency.

CSM at Mindsay, AI company that creates specialized conversational solutions. Objectives and accomplishments: · Management of a portfolio of 18 accounts simultaneously, providing enterprise level support. · Main interlocutor of customers speaking English, French and Spanish. · Live and Automated Onboarding to optimize Time-to-Value and ensure proper Product Adoption. · Responsibility over Renewal and Expansion. Churn detection and prevention. · Creation of Product documentation. Member of the Documentation and UX Committees. · Customer Advocacy inside the company to make sure client feedback has an impact on the product journey. · Gathering and internal communication of relevant customer insights. · Identifying opportunities for growth and improvement together with customer stakeholders. · Ensuring customers are successful and see value in their investment.

I was Customer Success Manager at Aivo, a tech company that designs Customer Service solutions with Artificial Intelligence, such as chatbots and human agent platforms, powered by ML and NLP. Some of my responsibilities and achievements were: · Continuous onboarding to clients for full platform adoption. · Personalized consulting services for customers to optimize their use of the products based on business plans and needs. · Management of multiple accounts to provide technical and product support to customers, such as Renault, Visa, and Sony. · Responsibility to enhance customer engagement, experience and loyalty to ensure upselling and cross-selling. · Handling swiftly level 1 and level 2 tickets. Escalating more complex issues and requests to the appropriate tech teams.

Linguistic services for the building and improvement of chatbots in Spanish and English. Data creation and classification in several language varieties to feed the training of NLP algorithms for AI-powered chatbots.

I provided consecutive interpreting services during live radio interviews to international artists, in-studio and remote. I also translated press releases for social media.

I assisted professors of English Language and English Phonetics throughout annual and summer courses. I was in charge of activity planning and execution, exercise correction, and student monitoring.

Five-year University track in EN/SP with a deep focus on cultural studies, linguistic theory and practice, and communication strategies.

I was awarded a monetary merit-based scholarship by Banco Santander España for excelling students. This allowed me to spend a semester as a student in Universidad Autónoma de Madrid.