Merelyn Opena

Account Manager with 10+ years driving enterprise client outcomes across SaaS, B2B, Banking, and FinTech. Proven in retention, adoption acceleration, and strategic QBRs, core competencies directly transferable to Customer Success. Technical background in implementation and release management enables seamless post-sale transitions and product roadmap advocacy. Salesforce, HubSpot, JIRA, ServiceNow.

Entrepreneurial Sabbatical (2026-01 – Present)

• Launched and operated a food business, managing vendor relationships, inventory, staffing, and customer retention.

Account Manager at AS White Global (2024-08 – 2025-10)

• Managed end-to-end customer lifecycle for enterprise clients, overseeing onboarding, adoption, and ongoing engagement.
• Conducted Monthly and Quarterly Business Reviews (MBRs/QBRs) with C-level stakeholders; identified expansion opportunities that contributed to 100% contract renewal rate and portfolio growth.
• Monitored customer health across accounts and proactively mitigated churn risks, improving retention and long-term engagement.
• Acted as primary customer advocate, accelerating issue resolution and enhancing overall customer satisfaction.
• Partnered with internal teams to deliver consistent value and ensure successful adoption of services.

Change and Release Manager at Metrobank (2023-08 – 2024-04)

• Ensured stable delivery of system changes impacting customer-facing platforms, maintaining service reliability.
• Collaborated with cross-functional teams to minimize disruption and support positive customer experience.
• Contributed to risk mitigation strategies protecting business-critical systems.

Change and Release Manager at Accenture Philippines (2017-11 – 2023-07)

• Managed release cycles for enterprise systems supporting large-scale client operations.
• Facilitated collaboration between technical and business teams, ensuring alignment with customer expectations.
• Enabled continuous feedback loops to improve product performance and customer satisfaction.
• Supported adoption of new features through training and structured communication.

Implementation Team Lead at Concur Technologies (2015-11 – 2017-11)

• Led multiple enterprise SaaS implementations, improving onboarding efficiency and client readiness.
• Established performance metrics and optimized resource allocation, enhancing delivery outcomes.
• Built strong client relationships and supported long-term engagement post-implementation.
• Mentored team members and supported onboarding of new hires.

Senior Implementation Consultant at Concur Technologies (2013-06 – 2015-11)

• Delivered complex SaaS implementations for enterprise clients, ensuring alignment with business requirements.
• Acted as Subject Matter Expert (SME), supporting escalations and high-risk accounts.
• Contributed to early adopter initiatives, improving product adoption and customer experience.

Implementation Consultant at Concur Technologies (2012-04 – 2013-06)

• Managed concurrent implementations, ensuring timely delivery and strong customer onboarding experience.
• Maintained proactive communication with stakeholders to support successful adoption.

Implementation Specialist at E*TRADE Information Services, Inc. (2008-10 – 2012-04)

• Led customer onboarding and implementation activities for financial platforms.
• Collaborated with clients and internal teams to ensure alignment with project deliverables.
• Trained users and supported product adoption.

Bachelor of Science in Business Administration - Banking & Finance – Pamantasan ng Lungsod ng Maynila