Miguel (Mig) Ponce
415-999-6669 • Las Vegas, NV • mig@migponce.com • linkedin.com/in/migponce
SUMMARY
Agile experienced MBA graduate; Senior Enterprise Customer Success Manager and Oracle AI Certified Foundations Associate in current AI fellowship. Skilled in collaborating with senior management, development teams, and users at all levels. Passionate about bridging technical, business, and human needs to drive product innovation and the user experience.

SKILLS & COMPETENCIES
Skills: Tech customer success | Project management | Cross-functional communication | Product strategy | CRM administration & analytics | Knowledge base administration | Consulting | Stakeholder coordination | Oracle CRM/Fusion | AI Prompting | AI literacy | Nonprofit event production | Tech product support | Customer empathy and understanding user needs | Documentation | Team dynamics | Spanish language
AI/GPT/LLM tools: Claude | ChatGPT | Perplexity | Midjourney | Dall-E | Copilot | Gamma and others

PROFESSIONAL EXPERIENCE
ORACLE, INC.
Remote; 2021 – present
Sr. Principal Customer Success Manager
  • Managed $20M book of business across multiple clients.
  • Led strategic guidance of 15+ total customers throughout lifecycle. (Onboarding; implementation; projects; optimization; roadmap; adoption)
  • Coordinated internal resources and support to ensure customer adoption, usage, and retention of four SaaS products (B2C Service; Fusion HCM; ERP; EDP)
  • Served on renewals team to identify at-risk clients, restore health to green, and ensure renewal.
  • Delivered documentation and quarterly business reviews for customers.
EVENTUS SOLUTIONS GROUP
Remote; 2015 – 2021
Consultant and Managed Services Manager, Subject Matter Expert
  • Led strategic guidance of Oracle CX implementation for seven clients totaling $50k in monthly revenue. (Optimization; forecasting; roadmap; quarterly business reviews; contract negotiation)
  • Performed monthly deeper data analysis for clients. (KPIs; KB usage; contact deflection; CSAT.)
  • Advised on monthly and quarterly CRM licensing and usage forecasting.
  • Gathered and designed implementation-related requirements for seven clients on an ongoing basis.
  • Consulted on knowledge base design, analysis, and tuning for seven clients to aid contact deflection.
SHUTTERFLY, INC.
Santa Clara, CA; 2015 – 2021
CRM Administrator and CRM Project & Solutions Manager
  • Implemented, upgraded, and maintained Oracle CRM across four brands.
  • Performed customer portal migration and development, including HTML, CSS, and PHP.
  • Significantly increased use of CRM analytics to drive process improvements.
  • Designed knowledge base of 300+ articles and overhauled CRM workflows.

EDUCATION
B.S., Cal Poly San Luis Obispo | MBA, San Jose State University | AI Tools Bootcamp and individual fellowship | Oracle Certified AI Foundations