Ezequiel Zeke Silva

About Ezequiel Zeke Silva

I’m a seasoned Customer Success and Operations leader with 20+ years of experience building, scaling, and leading high-performing global teams in SaaS and data-driven environments. My career has been defined by operating at the intersection of customers, systems, and execution, specially when reliability, trust, and outcomes truly matter.Most recently at Crux, I’ve been deeply embedded in enterprise-grade support and data operations, partnering with some of the most demanding institutional customers in the world. My focus has been on delivering mission-critical support, improving operational rigor, and building processes that stand up to high scrutiny, tight SLAs, and complex data pipelines. This work has required a hands-on approach across incident management, platform reliability, stakeholder communication, and continuous improvement—often in environments where failure is not an option.Previously, as VP of Support & Services at Insightly, I built and led Support, Professional Services, and Onboarding teams while guiding the organization through a major M&A. I helped ensure continuity for customers during significant change, scaled post-sales operations, and partnered closely with Customer Success and Product to drive retention, adoption, and long-term value.At my core, I’m passionate about customer-centric leadership, operational excellence, and building teams that take pride in their craft. I believe great customer experiences are engineered not accidental. They\'re the result of clear ownership, strong systems, and empowered people.Outside of work, I’m an outdoor enthusiast, photographer, and storyteller. Through my blog, Nomadic Notes, I document weekend adventures, creative projects, and reflections on growth, both personal and professional. I’m always drawn to opportunities that allow me to blend serious operational leadership with creativity, authenticity, and purpose.

Experience

1. Director, Head of Data Operations & Technical Support Engineering

   Crux

   Jan 2025 — Present · US

   As Head of Data Operations and Customer Support at Crux, I lead global teams delivering enterprise-grade, mission-critical support across complex data pipelines, SaaS platform operations, and 24/7 production environments. My role sits at the intersection of reliability, customer trust, and execution, ensuring data is delivered accurately, on time, and with the operational rigor expected by highly sophisticated institutional customers.I partner closely with customers operating at scale, supporting high expectations around SLAs, incident response, transparency, and accountability. This work requires hands-on leadership across real-time incident management, operational readiness, and executive-level communication. often in environments where failure is not an option.Core focus areas include:1. Leading frontline and escalated enterprise support for high-impact customer environments2. Building, coaching, and retaining high-performing technical support and data operations teams3. Designing scalable operational frameworks that improve reliability, response time, and risk posture4. Owning end-to-end incident triage, remediation, and post-incident review5. Partnering deeply with Product, Engineering, and Commercial teams to influence platform evolution6. Defining and tracking performance metrics tied to reliability, responsiveness, and customer outcomesHighlights:1. Trusted to operate in high-stakes, highly scrutinized customer environments2. Strengthened operational rigor to meet enterprise and institutional expectations3. Helped advance next-generation data delivery models, including data mesh and modern ETL approaches4. Consistently recognized for calm leadership, clear communication, and strong cross-functional partnership

Education

• University of California, Berkeley

  Certificate, Organizational Leadership

Skills

• Iwork
• Itunes
• Mac
• Leadership
• Social Media
• Management
• Team Building
• Inventory Management
• Microsoft Word
• Mac Os
• Teamwork
• Ios
• Iphoto
• Os X
• Social Networking
• Customer Experience
• Lightroom
• Keynote
• Training
• Customer Satisfaction
• New Store Openings
• Project Management
• Strategic Planning
• Iphone
• Microsoft Office
• Sales
• Salesforce.com
• Troubleshooting
• Powerpoint
• Microsoft Excel
• Public Speaking
• Windows
• Customer Service
• Ilife
• Ipod
• Ipad
• Iphone Support
• Photoshop
• Retail
• Store Management