Meet Carlos, Kalibrate's Customer Success Manager for LATAM

Meet Carlos:

What’s your role at Kalibrate?

My name is Carlos Jimenez, I joined Kalibrate in July 2023 as a Customer Success Manager, based in Guatemala in Central America. In my role, I support clients in Latin America and the United States who use Kalibrate Planning and Kalibrate Pricing. I first learned about Kalibrate in March 2023. After researching Kalibrate’s offerings and understanding how it supports its customers, I was excited to apply for the Customer Success Manager position that was available at the time. Once on board, I thoroughly enjoyed being part of a supportive and passionate team dedicated to excellence and client commitment.

What does a typical day look like?

There really are no two days the same — there will be weeks when support is required to satisfy client needs, such as joining calls to address questions or concerns directly, rather than going back and forth via email. On other occasions, clients seek guidance on implementing ideas through our technology. Additionally, I review client environments to identify areas for opportunity, schedule meetings with the responsible parties, and gain an understanding of their needs thus implementing relevant processes to ensure client satisfaction.

What do you think are the greatest challenges and opportunities in the fuel and retail sectors?

Fuel is a complex and dynamic field, with constantly changing variables. Clients often rely on the available data, which is one of Kalibrate’s strengths —using real data to eliminate guesswork. Mass mobility data adds another layer of information. When integrated into analyses, it offers insights into potential customers, including their origins, destinations, and demographics. This information is crucial for building predictive models and understanding customer needs and behaviors.

Equally, the fuel industry in the United States is more homogeneous compared to Latin America, where it varies significantly from one country to another. For instance, in South America, Aramco’s entry as a participant could alter local strategies among competitors. In contrast, Mexico’s market is dominated by Pemex, and government regulations create a very different landscape.

Another area for opportunity is the rise in Electric vehicles (EVs). In Latin America we are still in development stage, but it’s interesting to observe how countries are integrating charging stations into fuel stations, shopping malls, and other locations. This is crucial for the growth of the electric vehicle industry, which will impact fuel demand.