At CYPHER Learning, we take pride in celebrating the people who make a lasting impact on our customers and our culture. This month, we’re spotlighting Omar Cervantes, who has been promoted to Account Executive – Growth & Retention, Latin America.
From building trusted relationships as a Customer Success Manager to now focusing on growing and retaining our LATAM customer base, Omar’s journey is a story of dedication, results, and passion for helping organizations succeed. We sat down with him to talk about his proudest moments, his vision for the region, and what drives him every day.
You’ve just stepped into a brand-new role—what’s running through your mind right now?
I’m thinking about all the opportunities and possibilities that this new challenge brings to me and the company. Professionally, I’ve always looked for getting the best out of every chance I receive or make for myself, and personally, this brings a lot of learning about how hard work, dedication, and doing things in goodwill helps you get where you want to be.
Thinking back to your start at CYPHER Learning, what’s a moment or project that really shaped how you work today?
It has been everything. I don’t have a Sales background, but I have always had a strong customer service attitude. So when I started at CYPHER 4 years ago, I never thought of becoming an AE or becoming instrumental in the development of a complete region. Every moment I’ve spent at this company, from good times to difficult challenges, has shaped me into what this new role and challenge will require me to be.
LATAM has its own unique opportunities and challenges, how has working with customers in the region influenced your approach?
I would say it’s all about the culture. I have learned that the LATAM region has a high context culture: It’s not only what you say, but also how you say it and I believe I have good skills reading people when meetings happen or even when receiving feedback on an email. It’s very different from the culture in the US Market, but having experience working with customers in both markets has given me the experience to better understand our target client.
In your new role, growth and retention are the focus. What’s your vision for achieving both in a competitive market?
By continuing to actively listen to our clients. We have a strong, long-standing customer base, and that’s where growth begins. Many of our clients have been with us for years, so we know the trust is there. The key is to keep the dialogue open, understand what’s working, where we can improve, and adapt our services, especially the human touch, to meet their evolving needs.
If you had to give one piece of advice to someone starting in customer-facing roles today, what would it be?
Don’t forget we’re working with human beings: people. Sometimes the person on the other side of the screen only needs to be listened to and feel they’re receiving empathy from the other person. When empathy comes first half the problem is already solved.
Omar’s promotion is a win for our customers and for the CYPHER Learning team. His deep understanding of the LATAM market, commitment to customer success, and focus on delivering measurable results will help drive growth in the region. We’re excited to see what he’ll accomplish next…congratulations, Omar!