About Me
For over 20 years, I've helped companies, organizations, and institutions discover their purpose by centering their customers, communities, and constituents at the heart of their work at scale. I am a passionate creator of dreams and leader of teams, consult and write about the business of technology, and love gaming and adventures.
Featured Experience
2021
Founder & Managing Partner
Aeternium
Established a capital management consulting firm advising technology startups and innovation incubators. Specializing in Software-as-a-Service and Managed Services for post-seed stage Series funding and scaling with an emphasis on client engagement, customer experience, and revenue retention.
2018
Senior Vice President
Ipswitch, Carousel Industries
Served as Chief Customer Officer for leading information technology managed services providers. Supported and scaled a team of ~300 professionals across Success, Renewals, Account Management, Service Delivery, and Cloud practices. Drove a 14% uplift in retention over 2 quarters leading to sale.
2015
Senior Executive
Vista Equity
Senior Customer Experience Leader for the Vista Equity portfolio companies, driving client loyalty, delivering on experience, and defining success across go-to-market organizations. Supported the world's largest staffing software and hospitality platforms for enterprise, mid-market, and scaled digital.
2010
Partner & Managing Director
EchoDitto
Leader of the premier digital agency and communications firm serving non-profits, global corporations, government institutions, and political campaigns on the use of technology to amplify the impact of their missions. Advised heads of state and multinational organizations.
2007
Chief Executive Officer
Play by Post
Creator of the world's oldest and largest online community of fantasy world writers, artists, and musicians, with over 80,000 members. Established technology company, partnered with venture capital, and transitioned from an advertising business to a subscription-based service.
2004
International Operations Director
Sapient
Devised and supported a post-dot com globally-distributed development strategy to drive thousands of international employees on assignment through expatriate operations. Leveraged subject matter expertise in immigration to empower one of the world's most successful experience marketing companies.
Education, Certification, & Others Works
Bachelor's Degree in History
Dartmouth College
2002
Subject Matter Expert in Islam
George W. Bush Presidential Advisory Fellow
International Baccalaureate
International Baccalaureate Program
1998
Magna cum laude
Higher Levels in History, Spanish Language, and Literature
Global Mobility Specialist
Organization Research Consultants
2005 - Present
Expatriation, Immigration, and International Operations for global multinational companies.
Intelligence Analyst
United States of America
2002 - Present
Contracting with the U.S. Department of Defense and U.S. Department of Homeland Security.
Skills & Proficiencies
Professional Skills
Organizational Management
Business operations and team leadership.
Customer Success
Thought leader and evangelist for recurring revenue.
Mergers and Acquisitions
Six profitable exits with 3-5x multiples each.
Languages
Fluent in Spanish
Native speaker and writer.
Proficient in Latin
Classical and ancient variants.
Conversational in Klingon
Navigate a starbase in style.
Selected Works
Seven Stages of Scale
Article, 2022
Humanizing Client Experience
Keynote, 2021
Delivering on Success
Webinar, 2020
Strategic Communications
Harvard Kennedy School, 2015
crnTV: Customer Success
Interview, 2021
ABC: Bitcoin and Cryptocurrency
Interview, 2014
“Two words come to mind when I describe Juan's exceptional ability to lead and deliver - customer-obsessed and outcome-centric.”
Ruchira Dasgupta
The Oberoi Group
“Juan is a high-performing strategy leader who successfully guided the transformation of our global organization online.”
Tiffany Leite
Project Aware Foundation
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