Customer Success Leader
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Seasoned CX professional with 15+ years of experience in working for technology-based businesses and delivering outcome driven customer experience strategies
Serves as the onboarding project leader, taking responsibility for the overall success of new customer implementations of products and integrations
▪ Business analyst mindset that can connect the dots between a customer’s pain, technical solution, and the proceeding business impact to drive growth of multi-million dollars
▪ Skilled in defining approaches to address specific customer objectives, driving toward outcomes through collaboration with multiple teams, and developing strong relationships internally and externally through these engagements
▪ Understands customer pain points and leads escalations by liaising internally to contribute to excellent operational bases with high customer retention ratio, productivity, efficiency and quality
▪ Coordinates with the product and development teams to refine operating practices and influence the product roadmap
▪ Identifies and develops new opportunities for expansion across the customer’s business and mentor the respective team to ensure subscription growth and increased product adoption. Currently managing a portfolio of ~USD 6 million globally
▪ Ability to work with the sales, marketing and other teams across the organization in assisting with demos and best practice sharing pre-sale, and facilitating change management and training initiatives post-sale
