Summary
Overview
Work History
Education
Skills
Timeline
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Natalia Andrea Garzón Bustacara

Summary

Dynamic and results-driven Customer Success and ISV Engagement Manager with a proven track record of driving partner success, sales growth, and operational excellence across cloud ecosystems and B2B environments. Adept at guiding Independent Software Vendors (ISVs) through onboarding, program navigation, and go-to-market execution, while fostering strategic relationships with C-level stakeholders and technical teams. Skilled in aligning partner solutions with commercial marketplace opportunities, co-sell initiatives, and marketing campaigns to maximize visibility and revenue.

Bringing deep expertise in customer lifecycle management, security advisory, and technical support, I excel at identifying client needs, crafting tailored solutions, and delivering value through proactive engagement and data-driven insights. My background includes managing complex renewals, upselling opportunities, and mentoring peers to elevate team performance. Known for my ability to translate technical concepts into business outcomes, I thrive in cross-functional environments where collaboration, communication, and strategic planning are key.

Overview

4
4
years of professional experience
4
4
years of post-secondary education
1
1
Language

Work History

ISV Engagement Manager /Customer Success Manager

Webhelp
01.2025 - Current
  • Partner Onboarding & Program Navigation: Serve as the primary point of contact for ISVs during their enrollment and progression through programs like ISV Success or Marketplace Rewards. Help partners understand and activate benefits such as Azure credits, technical consultations, and co-sell opportunities.
  • Go-to-Market & Commercial Strategy: Collaborate with ISVs to define and execute GTM strategies, including publication to the commercial marketplace, co-selling with field teams, and campaign planning. Support the creation of joint case studies, marketing qualified leads (MQLs), and customer engagement plans.
  • Technical & Operational Support: Coordinate with technical teams (e.g., Partner Technical Enablement, Solutions Architects) to ensure ISVs can build and optimize their solutions on the platform. Assist with compliance, legal verification, and publication readiness.
  • Relationship Management: Build strong, trust-based relationships with ISV stakeholders, including C-level executives, product managers, and developers. Act as an advocate for the ISV within the cloud provider's ecosystem, ensuring their needs are addressed and opportunities maximized.
  • Performance Monitoring & Reporting: Track KPIs such as Azure consumption, solution value, and marketplace transactions using tools like Power BI and Partner Center. Provide regular updates and insights to internal stakeholders and ISVs, to drive continuous improvement.

Microsoft Security Advisor/ Life Cycle Manager/ Sales in B2B

Webhelp
12.2023 - 01.2025
  • Identifying and researching potential leads through various channels, such as social media, industry databases, and networking events.
  • Skillfully reaching out to potential leads via email, phone calls, or other communication methods.
  • Crafting persuasive and professional messages that grab the attention of potential leads, and clearly convey the value proposition.
  • Understanding the needs and pain points of potential clients by listening carefully during interactions.
  • Building rapport and establishing trust with potential leads to foster long-term business relationships, I identified and pursued new business opportunities, building strong relationships with key decision-makers and stakeholders.
  • Using Customer Relationship Management (CRM) tools to manage and track interactions with potential leads. Track sales activities, manage leads, and generate reports for performance analysis.
  • Understanding the stages of the sales funnel, and effectively moving leads through each stage.
  • Addressing and overcoming objections or concerns that potential leads may have.
  • Efficiently managing time and prioritizing leads to maximizing productivity.
  • Managed the security lifecycle of business-to-business (B2B) clients, ensuring the implementation of robust security measures, and compliance with industry standards.
  • Conducted security assessments and audits for B2B clients, identifying vulnerabilities, and recommending solutions to mitigate risks.
  • Developed and maintained security policies and procedures tailored to the specific needs of B2B clients.
  • Collaborated with cross-functional teams to design and implement security solutions that align with clients' business objectives.
  • Provided training and support to B2B clients on security best practices and incident response.
  • Acted as a liaison between B2B clients and internal teams, ensuring effective communication and resolution of security-related issues.
  • Developed and executed strategic sales plans to achieve business objectives and drive revenue growth in the B2B sector.
  • Conducted market research and analysis to understand customer needs and industry trends, tailoring sales strategies accordingly.
  • Collaborated with cross-functional teams to develop and deliver customized solutions that meet the unique requirements of B2B clients.
  • Provided ongoing support and account management to ensure customer satisfaction and retention.
  • Customer Relationship Management: Build and maintain strong client relationships through proactive engagement (calls, emails, and QBRs). Serve as a trusted advisor, ensuring customer satisfaction and loyalty throughout the renewal lifecycle.
  • Sales & Negotiation: Drive renewals and upsell/cross-sell opportunities by identifying customer needs and aligning them with product offerings. Confidently sell to client executives and decision-makers, often managing multiple accounts simultaneously.
  • Communication and Collaboration: Exhibit excellent verbal and written communication skills to influence stakeholders, and close deals. Collaborate with internal teams (e.g., Partner Managers, Sales, and Legal) to ensure smooth renewal execution.
  • Data Analysis and CRM Proficiency: Use CRM tools (e.g., Salesforce, Dynamics) to track renewal status, forecast revenue, and identify high-potential clients. Analyze customer data to anticipate churn risks, and tailor renewal strategies accordingly.
  • Contract and Process Management: Understand contract terms, and ensure timely processing of renewals. Maintain data hygiene and compliance across all systems and documentation.
  • Strategic Planning & Execution: Plan renewal outreach 3–6 months in advance to maximize retention and revenue. Prioritize accounts based on revenue potential and customer lifecycle stage.
  • Mentorship and Best Practices: Share renewal strategies and success stories with peers. Mentor junior team members, and contribute to a culture of inclusion and continuous improvement.

Premier Support Solutions Representative

Asurion Colombia SAS
08.2022 - 09.2023
  • Strong understanding of hardware, software and networking concepts.
  • Capability to diagnose issues and find effective solutions quickly.
  • Patience, empathy, and a helpful attitude when dealing with frustrated or confused users.
  • Efficiently handling multiple tasks and prioritizing issues based on urgency.
  • Being flexible and able to learn new technologies and processes quickly.
  • Carefully following procedures and documenting support interactions.
  • Working well with colleagues to share knowledge and solve complex issues.
  • Using data and metrics to identify patterns and improve support processes.
  • Maintaining composure and delivering quality support under pressure.
  • Assist customers with technical support for mobile and in home devices.
  • Offer different company products, services and protections plans when available.
  • Review terms and conditions of protection plans to determine if an specific peril is covered.
  • Explain products, services, prices and answer questions to the customers.
  • Create and taylor sales speeches to have a better connection with the customer according to their interest and needs.

Customer service and sales representative

Sutherland Global
08.2021 - 05.2022
  • Assist customers with billing questions and modifications.
  • Answer questions or doubts that customers might have regarding the service, plans, accounts and subscriptions.
  • Cross-sell services and plans when applicable.

UHC representative

Sitel Group
05.2021 - 08.2021
  • Serve as an interpreter to non-English speakers on their medical appointments.
  • Gather information that will be used in the appointments, such as prescriptions, blood test and medical examination results.
  • Administrative tasks as scheduling medical appointments, agenda compliance, email management.

Education

Business management - Business and Human resources

SENA
Bogota, Cundinamarca
02.2021 - Current

Skills

  • M365 Knowledge
  • Sales in B2C and B2B
  • CRM systems
  • Security assessments and audits
  • Security policy development
  • Organizational tasks
  • Incident responses
  • Consultive skills
  • Program Management
  • Apollo AI
  • Technical Acumen
  • GTM Strategy

Timeline

ISV Engagement Manager /Customer Success Manager

Webhelp
01.2025 - Current

Microsoft Security Advisor/ Life Cycle Manager/ Sales in B2B

Webhelp
12.2023 - 01.2025

Premier Support Solutions Representative

Asurion Colombia SAS
08.2022 - 09.2023

Customer service and sales representative

Sutherland Global
08.2021 - 05.2022

UHC representative

Sitel Group
05.2021 - 08.2021

Business management - Business and Human resources

SENA
02.2021 - Current

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Natalia Andrea Garzón Bustacara