In this role, I managed all functions of customer success department in collaboration with onboarding, scaled and high touch teams, and CS Ops. I successfully liaised with CS Ops to develop models for customer segmentation analysis resulting in creation of multi-level structure and outcome-focused playbooks. Further, I revamped team's structure to enhance efficiency without compromising quality of customer experience.● Recruited and led team comprising of 40+ members (US/CA) and successfully managed business worth $700M.● Achieved 13% enhancement in operational efficiency within a year by improving product adoption from 32% to 59%.● Improved CRM program engagement by over 20% in six months through strategic planning and cross-functional collaboration focusing on UX, data flow, and integrity.● Received MVP award from president in recognition of outstanding performance for fiscal years 2020 and 2022.● Drove 50% reduction in logo churn within a year through execution of robust strategic plans.

During this tenure, I performed as contact person for high-level executives with emphasis on cultivating relationships and participating in business reviews alongside team members. I collaborated with sales team to pitch to potential clients and enhance effectiveness of closing deals.● Directed and built team comprising of seven enterprise account managers responsible for overseeing portfolio of 90 clients worth $500M.● Achieved 7% growth within period of three months by spearheading high-value project focused on increasing revenue and reducing leakage through up-selling, digital marketing campaigns, and scalable training.

In this role, I efficiently utilized data analysis and global expertise to offer consultancy services. I established long-lasting relationships, gained complete customer satisfaction, and contributed to company's overall growth.● Trusted advisor for $55M portfolio of global companies, optimizing program efficiency, improving customer satisfaction, and proactively managing risk.● Achieved President's Club award for outstanding FY16 performance, 100% retention and 15% revenue growth.

I developed multi-level relationships and provided strategic guidance on programs. I also determined client's needs, provided exceptional customer service, and ensured satisfaction with company's products and services. ● Optimized portfolio of small and medium-sized business clients withcollective annual expenditure of $25M.● Secured $20M in referral business by developing robust relationships withcustomers.

I designed effective training programs for meeting and exceeding specified business goals. I created content to impact all types of adult learning styles, both virtually and in-person.● Evaluated industry trends and implemented best practices to continually improve quality and relevance of corporate training programs.