Co-Founder, Chief Customer Officer, Head Of Partner Management
New York, United States
Pioneered the Chief Customer Officer position for the company, guiding and supporting 120 managed service customers. • Partnered with the CEO to craft the customer experience function, focused on boosting customer retention,tech adoption, and mitigating churn. • Authored and deployed the mission and vision for the department, including budgeting, policies, procedures, and best practices, integrating cross-functional collaboration efforts to enhance business results.• Oversaw Customer Success, Account Management, and Commercial Upsell, fostering customer-centric initiatives and ensuring top-tier satisfaction.• Executed annual strategic reviews for the top 10 VIP customers globally and domestically and managed a $5MM budget.• Accelerated annual growth by $15MM+ through nurturing VIP client relationships and revitalizing customer contract renewals.• Drove financial governance and budget management, aligning resources with organizational objectives while analyzing financial data for informed decision-making.• Spearheaded the team expansion from 7 to 19 members, ensuring diverse talent's effective contribution through goalsetting, feedback, and trust-building.• Introduced a crucial customer-focused role, achieving a 99% retention rate and resolving re-contracting backlogs.• Responsible for Vendor Management, cultivating robust vendor relationships, optimizing contracts, and risk management by reducing vendors from 120 to 30.• Supported M&A team through due diligence and financial analysis to facilitate the $575MM acquisition of the company by UKG, a world leading HCM tech company.