Ana G. Email & Phone Number

Tampa, Florida, United States

Leading leaders who are responsible for Partner Success Managers in the USA, India, Germany, and the Philippines. My role involves strategic oversight, cross-functional collaboration, and cultivating a high-performance culture. Together, we drive partner success and foster innovation in a dynamic, global landscape.

Led a rapidly expanding global team of Partner Success Managers in USA, UK, Australia, India, and the Philippines, who are focused on driving partner growth and loyalty. Orchestrated strategic initiatives to accelerate product adoption and deliver exceptional value to SMB partners, while increasing retention and recurring revenue.

Led and mentored a dynamic team of Partner Care Specialists, dedicated to maintaining, repairing, and enhancing the partner experience. Successfully expanded the team's service provision from one core solution to four, demonstrating adaptability and a commitment to growth.Created and enhanced all metrics and processes for the team, leading to increased efficiency and productivity. Proudly achieved a record CSAT score of 96.8%, a significant increase from the previous year's 81%, reflecting our commitment to exceptional customer service.Successfully led the migration of all reactive processes from USA to India, demonstrating effective cross-cultural team management and process optimization.

Simultaneously led multiple teams in Partner Care, Partner Retention, and M&A, demonstrating versatility and strong leadership abilities. Rapidly advanced in each role, further strengthening my leadership skills and industry knowledge. Built a reputable footprint within the company, managing engagements for our extensive partner base of over 10,000. My commitment to excellence and partner success was instrumental in driving growth and enhancing partner relationships

Tampa, Florida, United States

Managed the pipeline of all merger/acquisition projects for larger businesses, ensuring seamless integration and alignment with business objectives. My role involved validating a wide range of acquisition contracts, including bill of sale, proof of purchase, MSLA agreements, and additional confidential documentation, ensuring legal compliance and risk mitigation.I liaised data migration and license transfer projects/scoping between necessary teams, ensuring seamless data transition and minimizing downtime. Additionally, I enhanced the Mergers and Acquisitions playbook, leading to unified processes across all sister companies.

Designed and executed tailored retention plans and strategies for at-risk SMB partners, significantly increasing loyalty and preventing churn. My role involved negotiating contractual obligations, financial compensation offers, and targeted resolutions with business owners and executives, resulting in successful partnership retention.Proudly maintained a high retention rate of 94%, consistently achieving all metrics and targets. Demonstrated leadership and strategic planning skills by successfully leading the entire migration, off-boarding, and training of the Retention Specialist role and responsibilities to a newly developing partner experience team during a major company merger.

Conducted account reconciliations, researched and analyzed financially at-risk partner accounts. Created a new collections process for a targeted approach to collection efforts alongside AR team’s efforts. Audited contractual agreements for billing discrepancies and provided repair plans. Resolved escalated billing disputes, credits, and complex financial issues. Utilized QuickBooks and internal reporting systems to view account status and prepare payment options.

Government Computer Hardware Recycling & Refurbishing

Tarpon Springs, Florida, United States

Tampa, Florida, United States

Master Of Business Administration - Mba

Bachelor'S Degree, Business, Management And Organizational Leadership

Associate'S Degree, General, Business

Psychology

Columbia, Maryland