Carlo David

Customer success and technical support professional with a strong track record in renewals, retention, and upselling. Experienced in managing the full renewal cycle, forecasting, and cross-functional collaboration to close contracts. Skilled in resolving technical issues and delivering proactive client support across multiple channels.

Renewal Customer Success Manager at Sutherland (2024-08 – 2025-03)

• Cross-Functional Alignment: Collaborated closely with Product and Engineering teams to escalate critical customer feedback and fast-track feature requests.
• Revenue Preservation: Managed the end to end renewal process, including pipeline forecasting and contract negotiation, to consistently meet sales targets. Consistently achieved and exceeded quarterly and annual renewal targets.
• Portfolio & Risk Management: Tracked customer health scores and product adoption metrics to identify potential churn risks early and implement remediation plans.
• Proactive Engagement: Managed a portfolio of high value accounts, ensuring consistent engagement throughout the customer lifecycle to secure early contract
• Revenue Accountability: Spearheaded B2B account renewals, consistently meeting and exceeding corporate retention and revenue goals.
• Commercial Negotiation: Owned the commercial negotiation process for B2B renewals, including contract terms, pricing strategy, and discount management.
• Pipeline Accuracy: Maintained a clean and predictable renewal pipeline, delivering high-accuracy revenue forecasts to executive leadership to support strategic planning.
• Churn Mitigation: Proactively identified at-risk accounts and executed targeted outreach strategies to minimize churn and secure contract extensions.

B2B/ACQ - Renewal Manager at Concentix SREV Philippines Inc. (2022-01 – 2024-06)

• Cross-Functional Alignment: Collaborated closely with Product and Engineering teams to escalate critical customer feedback and fast-track feature requests.
• Revenue Preservation: Managed the end to end renewal process, including pipeline forecasting and contract negotiation, to consistently meet sales targets. Consistently achieved and exceeded quarterly and annual renewal targets.
• Portfolio & Risk Management: Tracked customer health scores and product adoption metrics to identify potential churn risks early and implement remediation plans.
• Proactive Engagement: Managed a portfolio of high value accounts, ensuring consistent engagement throughout the customer lifecycle to secure early contract
• Revenue Accountability: Spearheaded B2B account renewals, consistently meeting and exceeding corporate retention and revenue goals.
• Commercial Negotiation: Owned the commercial negotiation process for B2B renewals, including contract terms, pricing strategy, and discount management.
• Pipeline Accuracy: Maintained a clean and predictable renewal pipeline, delivering high-accuracy revenue forecasts to executive leadership to support strategic planning.
• Churn Mitigation: Proactively identified at-risk accounts and executed targeted outreach strategies to minimize churn and secure contract extensions.

Team Leader/Technical Support at Telus International PH (2018-11 – 2022-01)

• Team Leadership: Oversaw day-to-day operations of a high-performing technical support team, providing mentorship, performance coaching, and quality feedback.
• Technical Support: Resolved complex customer issues involving emails, applications, hardware, and devices across omnichannel platforms (voice and email).
• Operational Excellence: Maintained rigorous documentation standards for customer profiles, case resolutions, and technical workflows.

College Under Graduate