Macarena Machado

Customer Success Manager – CSM Team
2023 – Present

• Own and drive strategic customer engagements focused on adoption, optimization, and long-term value realization.
• Act as a trusted advisor to customers and internal stakeholders.
• Collaborated with stakeholders to define and document business processes and system requirements.
• Identify risks, opportunities, and expansion paths through ongoing customer interactions.
• Partner closely with Product Managers, Education teams, and Account Managers to align customer needs with product strategy.
• Proactively support peers , complex NetSuite topics, and best practices.
• Project Manager in several Pro Bono Projects
• Drive internal meetings for the entire CSMs team
• Travelled in 2024 to SuiteWorld (Las Vegas) - Host 2 customer phased conferences on 2 NetSuite topics

Functional Consultant / Customer Success Manager – Advanced Customer Support (ACS)
January 2022 – 2023

• Performed a dual role delivering functional consulting and customer success support for complex customer environments.
• Supported complex customer engagements by delivering functional consulting and customer success guidance aligned with ACS standards and escalation processes.
• Provided deep NetSuite functional guidance, process recommendations, and configuration support.
• Mentored and onboarded new hires through shadowing, coaching, and knowledge sharing.
• Developed and implemented functional solutions in ERP systems to streamline business processes.
• Managed project timelines and deliverables, ensuring projects were completed on time and within budget.
• Delivered internal enablement sessions to strengthen team capability and consistency.

• Keep indirect vendor’s master data updated in SAP system, analyze payment rejections, work in improvement projects, and with other departments as a team (Finance, P2P, O2C).

• Provided assistance for travel agents all around the world.
• Gave training for other teams and new colleagues.

• The position consisted of receiving and serving passengers in a warm and empathetic way, offering them high quality assistance and solutions.
• Decision-making in order to handle stressful situations effectively and teamwork played a fundamental role in the performance of the position.

• Facilitate all transactions to ensure a positive guest experience.