Alberto Ostonal Jr

Strategic Client Success Manager with 10+ years of experience driving customer retention, ARR growth, and product adoption within SaaS and service-driven environments. Proven ability to manage the full customer lifecycle—from onboarding to renewal—while building strong executive relationships and delivering measurable business outcomes. Expert in leveraging data insights, leading QBRs, and partnering cross-functionally to maximize customer value, reduce churn, and identify expansion opportunities.

Client Services Manager at Booth & Partners (2023-06 – 2025-02)

• Managed a portfolio of high-value client accounts, driving retention, satisfaction, and long-term growth.
• Developed and executed customer success plans aligned with client business objectives and KPIs.
• Led QBRs/MBRs presenting performance metrics, ROI, and strategic recommendations to stakeholders.
• Monitored customer health scores and usage trends to proactively identify churn risks and expansion opportunities.
• Partnered with recruitment, operations, and sales teams to deliver seamless onboarding and ongoing service excellence.
• Increased client engagement through regular touchpoints, improving overall account stability and loyalty.
• Supported onboarding initiatives to accelerate time-to-value and improve early-stage adoption.

Client Services Lead at SAP Concur (2018-10 – 2023-06)

• Owned customer lifecycle management for SaaS clients, focusing on adoption, retention, and renewals.
• Drove product adoption by analyzing usage data and delivering targeted enablement strategies.
• Acted as primary escalation point, resolving complex issues while maintaining strong client relationships.
• Delivered data-driven QBRs highlighting product performance, usage trends, and optimization opportunities.
• Identified upsell and cross-sell opportunities in partnership with Sales, contributing to revenue growth.
• Served as Subject Matter Expert, supporting product, sales, and leadership teams with customer insights.
• Collaborated with Product teams to relay customer feedback and influence feature enhancements.

Senior Team Leader at Conduent Business Services (2018-01 – 2018-10)

• Oversaw service delivery for client accounts, ensuring alignment with SLA/KPI targets and client expectations.
• Provided performance reporting with actionable insights to improve customer experience and outcomes.
• Led workforce planning and operational adjustments to maintain service quality and efficiency.
• Coached and developed team members, improving overall service delivery and client satisfaction.

Team Leader at Convergys Philippines Corporation (2007-03 – 2017-06)

• Managed teams supporting client accounts, consistently meeting performance metrics and service goals.
• Built strong client relationships through regular reporting, reviews, and proactive communication.
• Developed team capabilities, contributing to improved retention and service consistency.
• Handled staffing, scheduling, and performance management aligned with client needs.

Senior Customer Contact Agent at SVI Connect / Pacific Hub Corporation (2003-01 – 2007-03)

• Delivered high-volume customer support while consistently meeting service and productivity targets.
• Supported onboarding and coaching of new hires, improving team readiness and performance.
• Built foundational expertise in customer engagement, problem resolution, and service excellence.

Bachelor of Science in Chemical Engineering – University of Santo Tomas