Customer Success Director at AdButler (2025-05 – Present)
- Spearheaded a new success strategy targeting enterprise-level clients, resulting in a 20% market share increase within one year.
- Led a cross-functional team in implementing automated CRM tools, reducing the sales cycle by 15% and enhancing customer engagement.
- Assisted negotiation of key contracts with international partners, fostering strategic alliances that boosted global revenue by 10%.
- Mentored customer experience teams across three regions, enhancing skills and improving team performance through personalized training initiatives.
- Bridged divides between sales, success, and development teams, leading to reduced friction and increased project efficiency.
Customer Experience Department Head at DataTrue (2021-06 – 2025-12)
- Developed a comprehensive customer onboarding strategy that increased retention by 35% over two fiscal years.
- Collaborated with the product development team to launch multiple innovative analytics solutions, increasing new client acquisition by 25%.
- Streamlined employee training processes, utilizing advanced metrics to improve employee onboarding time by 30%.
- Cultivated long-term partnerships with stakeholders and key clients, leveraging interpersonal skills to enhance loyalty and retention.
Support Program Leader at Conexiom (2016-05 – 2020-01)
- Developed a Support & Success training program from scratch, increasing employee retention by 75% and reducing onboarding time by 40%.
- Led a team in updating existing CRM system, which improved customer data management and increased client follow-ups by 20%.
- Led weekly team management workshops for all departments, leading to increased efficiency and collaboration across all teams.
- Executed strategic customer engagement initiatives that expanded the customer base by 15% within a year.
