Mauricio Giraldo

Role summary
Leads the LATAM Solutions Consulting organization across the full SaaS sales cycle—discovery, value engineering, solution design, demos/POCs, prototypes and architecture—translating business outcomes into ROI‑backed solutions. Scales cloud adoption, experience orchestration and digital engagement with AI for CX and EX; governs hybrid/cloud architectures; and aligns Sales, Product, Marketing and Channel to accelerate sustainable growth in Enterprise and Mid‑Market.

Key responsibilities

• SaaS & Cloud GTM. Drive cloud-first strategies, consumption/expansion motions and migrations from on‑prem to hybrid/multi‑cloud architectures with clear risk, security and data‑residency guardrails.
• Experience Orchestration. Design end‑to‑end journeys with real‑time decisioning, routing and next‑best‑action across voice, messaging, email, WhatsApp and social—maximizing engagement and business outcomes.
• AI for CX & EX. Operationalize Virtual Agents, Agent Assist/Copilot and predictive + generative AI to improve containment, AHT, FCR, CSAT/NPS and agent productivity, linking KPIs to ROI/TCO.
• Value Engineering. Build business cases, ROI/TCO models and success criteria; govern POCs/pilots with measurable outcomes and a clear path to production and scale.
• Architecture leadership. Define hybrid and cloud reference architectures (API‑first, event‑driven, microservices), data pipelines/analytics, and integrations with CRMs, core systems and ISVs; ensure reliability, performance and observability.
• Ecosystem & partners. Enable channel partners and ISVs; co‑sell with hyperscalers (AWS/Azure/GCP); establish certification paths and joint pipeline governance.
• Territory & forecast. Co‑own revenue (GAP) with Account Teams; plan territories, prioritize resources, and maintain forecast accuracy with rigorous deal reviews and executive alignment.
• Leadership & talent. Hire, coach and mentor a high‑performing, multicultural SC team; develop next‑generation skills in AI, orchestration and cloud.
• Compliance & risk. Navigate LATAM regulatory environments and sector requirements (fin/insurance/telco), aligning security, privacy and resilience standards.
• Cross‑functional influence. Act as field bridge to Product and Marketing; convert customer voice into roadmap, messaging and repeatable industry playbooks.
• Lead requirements analysis, technical/functional demos, POCs, prototypes and architecture design, assuring the brand value message and successful closures.
• Ensure a cohesive, high‑energy SC organization; enable channel and presales communities to support strategic deals across the region.
• Work with sub‑regional leadership to define strategy; execute territory plans; manage escalations; and interact with senior executives to meet objectives and drive growth.

Awards

• Manager Top Performer LATAM: 2019, 2018, 2017, 2016
• Solutions Engineer Top Performer LATAM: 2015