Diego Alarcón
Customer Success Lead | Geospatial Data Scientist
Customer Success Lead and Geospatial Data Scientist with 10+ years of international experience spanning enterprise CRM administration, technical API support, and spatial analytics. Proven track record of architecting HubSpot CRM infrastructures, aligning Sales with Product engineering, and accelerating client onboarding. Specialized in translating complex user requirements into actionable technical solutions. Trilingual professional (Spanish, English, German) holding an M.Sc. in Remote Sensing.
Technical & Core Competencies
Customer Success & CRM
HubSpot CRM Architecture · Zendesk Administration · Account Playbooks · Stakeholder Management · Enterprise Technical Onboarding
Data Science & Programming
Python 3 · R · SQL · GeoPandas · Machine Learning (Random Forest, SVM)
API & DevOps Ecosystem
REST APIs · OpenAPI Specification 3.0 · Linux · Git · Docker
Geospatial Engineering
QGIS · ArcGIS · Sentinel-2 Multispectral · LiDAR 3D · Photogrammetry
Languages
Spanish (Native) · English (C1 Professional) · German (B1)
Professional Experience
Customer Success Lead — AVES Reality
- Architect, configure, and administer the company-wide HubSpot CRM infrastructure to optimize pipeline tracking, customer health metrics, and executive reporting.
- Orchestrate cross-functional alignment between Sales and Product teams to synchronize enterprise client requirements directly with engineering roadmaps.
- Manage end-to-end customer communication and onboarding workflows, ensuring 100% on-time delivery of highly technical spatial datasets.
- Author and operationalize Customer Success playbooks in collaboration with Sales, significantly driving account retention and post-onboarding growth.
Senior Technical Support Engineer — UP42
- Commanded high-priority technical escalations for enterprise developer integrations, directly elevating customer satisfaction (CSAT) and account retention.
- Acted as primary Point of Contact (POC) for Data Product Managers, evaluating pre-release builds and channeling user friction points into sprint planning.
- Executed comprehensive REST API testing and maintained developer documentation compliant with OpenAPI Specification 3.0 standards.
Technical Documentation Engineer (Secondment) — UP42
- Authored developer FAQs, API integration recipes, and geospatial dataset specifications utilized by international enterprise clients.
- Restructured public documentation architecture, cutting navigation friction and reducing Tier 1 support ticket volume.
Technical Support Engineer — UP42
- Resolved complex support requests regarding automated API pipelines and multi-sensor satellite catalog access.
- Administered Zendesk; engineered automated triggers, macros, and reporting dashboards that measurably reduced average ticket resolution times.
- Guided technical customer onboarding onto REST APIs, accelerating time-to-value for new platform users.
Senior GIS Analyst — Aguas Andinas S.A.
- Maintained enterprise GIS databases for millions of utility customers; engineered Python automation scripts in ArcGIS that accelerated data processing times by 40%.
- Executed high-precision GNSS field resurveys to enhance spatial integrity for urban infrastructure planning.
Senior Project Engineer — GIS & Data Automation — Aconcagua Solutions
- Engineered Excel VBA automation tools to eliminate manual data entry and developed Python web scrapers to harvest municipal open geodata.
Field Analyst II — GIS Project Manager — HERE Maps (Nokia / HERE Technologies)
- Directed national POI and mapping projects across Chile, negotiating municipal data-sharing agreements and enforcing strict corporate Quality Assurance standards.
Education
Master of Science (M.Sc.) in Remote Sensing
Completed as part of the EAGLE — Applied Earth Observation and Geoanalysis master's program at Julius-Maximilians-Universität Würzburg, Germany.
Thesis: "Predicting Grape Yields in Chile using Sentinel-2 Imagery and Machine Learning Models" (Python/R pipelines using Random Forest and SVM).
Bachelor of Science (B.Sc.) in Survey Engineering
Universidad de Santiago de Chile (USACH), Santiago, Chile.
Focus on Geodesy, topographic measurement systems, and 3D spatial modeling.
Certifications
Selected certifications and credentials — from Customer Success methodology to remote sensing and language proficiency.
Projects & Initiatives
GeodesiCL (Author)
Author of the official R package for geodesic calculations tailored to Chilean projections, widely adopted nationwide.
View Repository →Geocodigos Chile (Founder)
Founded a community initiative mentoring over 100+ geoscientists in open-source programming methodologies between 2019 and 2023.
View Organization →DLR Internship
Completed a competitive research internship at the German Aerospace Center (DLR) focusing on advanced satellite time-series analysis.
Off the clock
Recruiters deserve a coffee break too. Steer the satellite, collect ground stations, and try to beat your own high score.
Let's connect
Interested in collaboration, geospatial analytics, or Customer Success leadership?
Get in touch