Rosanna Martinez
About Rosanna Martinez
Rosanna Martinez is the Senior Director of Customer Support at Epicor, with over 20 years of global experience in customer experience and strategic planning.
Senior Director, Customer Support at Epicor
Rosanna Martinez currently holds the position of Senior Director, Customer Support at Epicor in Austin, TX, a role she started in 2024. Her responsibilities in this role involve overseeing the entire customer support division, ensuring alignment with the company’s strategic objectives. She leads initiatives to enhance customer satisfaction and improve support processes.
Previous Roles at National Instruments
Before joining Epicor, Rosanna Martinez accumulated a wealth of experience at National Instruments (NI). She served as Senior Director, Global Post-Sales Services from 2022 to 2023, Director, Global Services Operations from 2020 to 2022, and Global Services Operations Section Manager from 2017 to 2020—all roles based in Austin, TX. She also held the position of AMER Software Services Operations Manager in San Jose, Costa Rica, and several marketing and sales roles. This extensive tenure at NI has equipped her with robust skills in customer support and global services operations.
Education and Expertise
Rosanna Martinez holds an MBA in Global Marketing from the Texas McCombs School of Business, where she studied from 2001 to 2003. She also earned a BA in Political Science from Villanova University, graduating in 1994. Her educational background, combined with over 20 years of experience in customer experience, spans diverse functional areas, including Product Definition, Demand Generation, Sales Enablement, Sales Operations, and Renewals Management.
Roles at Coca-Cola North America
Martinez also has experience in the consumer goods industry, having worked at Coca-Cola North America. She served as Associate Brand Manager from 2003 to 2004 in Houston, TX, following a brief stint as an MBA Intern in 2002. These roles offered her foundational experiences in brand management and strategic marketing.
Rebuilding Teams During International Assignments
One of Martinez’s significant achievements includes successfully rebuilding marketing and customer operations teams during her international assignments with NI Japan and NI Costa Rica. Her ability to mobilize cross-functional teams and focus on customer success is recognized as a key strength in her professional portfolio.