Bora Lee Email & Phone Number

Palo Alto, California, Us

Business Management Systems (BMS) Design, manage and improve the delivery of Customer Success KPIs and insights via the BMS package. Provide leadership with a better understanding of key metrics, business performance, and data driven decisions. Create thought leadership and be a reliable knowledge base for CS and strategic decision making.Data Stewardship Create and enhance operational processes and interlocking leading to insights in key aspects of the CS business rhythm. Identify key data inputs to improve governance leading to better data accuracy, consistency and insights to drive better decisions. Partner with business stakeholders to develop and deploy soft targets and design compensation plans at the front-line manage and individual contributor level.. Expert and amplifier of customer success best practices.Data Democratization Review CS central operations processes and policies to help enhance workflow and develop more accessible data insights. Lead internal cross functional teams to determine the overall strategic plan, surface Customer Success requirements and collaborate on operationalizing data intuitively. Use customer success expertise to translate CS requirements and influence the application and usage of data frameworks increasing visibility into the business, adoption of data frameworks and customer retention.

Arlington, Va, Us

Palo Alto, Ca, Us

Team Leader, Process & Operations ExcellenceDesigned and stood up a new team within Customer Success (CS) OperationsBusiness Management Systems (BMS) Design, manage and improve the delivery of Customer Success KPIs and insights via the BMS package. Provide leadership with a better understanding of key metrics, business performance, and data driven decisions. Create thought leadership and be a reliable knowledge base for CS and strategic decision making.Data Stewardship Create and enhance operational processes and interlocking leading to insights in key aspects of the CS business rhythm. Identify key data inputs to improve governance leading to better data accuracy, consistency and insights to drive better decisions. Partner with business stakeholders to develop and deploy soft targets and design compensation plans at the front-line manage and individual contributor level.. Expert and amplifier of customer success best practices.Data Democratization Review CS central operations processes and policies to help enhance workflow and develop more accessible data insights. Lead internal cross functional teams to determine the overall strategic plan, surface Customer Success requirements and collaborate on operationalizing data intuitively. Use customer success expertise to translate CS requirements and influence the application and usage of data frameworks increasing visibility into the business, adoption of data frameworks and customer retention.

Washington, District Of Columbia, Us

Responsible for building the Operations, Learning, and Community teams. Generate budget and forecast for team needs and growth. Establish and improve on baseline KPIs and metrics for Operations, Learning and Community teams. Identify inefficiencies, support the implementation of solutions, and track progress around Customer Success team productivity, planning, processes, and tools. Partner with Customer Success leadership to drive change management practices that promote internal adoption of programs and company initiatives via data analysis.

Washington, District Of Columbia, Us

Customer Success Manager who is passionate about helping my customers succeed by crafting big picture strategies executed through automated, streamlined processes that puts the right data in front of my customer at exactly the right time. I work hand in hand with my customers to create fruitful long term relationships and to maximize customer satisfaction. I specialize in process, implementation, and change management to help my customers provide their own customers with continued value and success.

Washington, District Of Columbia, Us

Customer Success Operations, Team Lead responsible for oversight of daily operational activities in addition to participating in strategic initiatives and projects that deliver clear insights that drive processes, systems, and immediate and longer-term business decisions. I support both internal and external customer success operations guiding them to look at the big picture - proactively planning the management and evolution of data, processes and systems which define the customer experience. I drive projects that positively impact customer usage, expansion and retention including segmentation, analysis of the customer life-cycle (implementation, adoption, renewal), leveraging technology to improve internal team efficiencies via process automation and forecasting. In addition, I work cross functionally to translate company objectives into actionable processes across broader teams and departments.

London, Gb

Established a key accounts department for our regional office. Created and designed the implementation systems processes to drive leads from Top 300 accounting firms through the sales funnel. Increased monthly recurring revenue tenfold over 6 months. Developed and maintained an effective follow up system to ensure timely and accurate handling of project implementation. Fully implemented our offer to key clients to retain clients long term. Developed project timelines in accordance w statement of work and ensured on time delivery to achieve revenue goals. Developed strategic plans and long term forecast for the VP of North America.NEW BUSINESS DEVELOPMENT EXECUTIVEEstablished and grew a business development department for our regional office. Developed and implemented new processes and procedures to increase efficiency of leads generation. Met aggressive quarterly revenue and growth goals of 80% within the first quarter. Created a qualification process that allowed for a 10% increase in client retention. Prepared and analyzed sales pipeline reports and dashboards. Provided critical insights and recommendations to improve new business capture. Worked with the VP of North America to develop and grow the sales pipeline to meet quarterly performance and revenue goals. ASSOCIATE ACCOUNT MANAGERDeveloped and executed a new workflow for managing new incoming clients that improved retention and increased monthly recurring revenue per client. Coordinated learning process for new clients by designing a business plan, monitoring key milestones, and successfully implementing our service. Top sales manager in the North American region for 6 months running.

Identified and streamlined business operations systems which decreased costs across food and labor by 25%. Developed and implemented specific workflows designed to automate the back office. Worked with owners to create and execute a go to market plan to increase brand awareness and traffic. Managed daily performance of front and back office teams. Analyzed business expense reports to identify inefficiencies in cash flow and presented recommendations to improve profitability.

Designed and implemented an efficient, scalable systems workflow for a franchise of gyms. Developed, established, and directed operating policies to support company objectives. Worked in partnership with the executive team to create a long term strategic plan and key milestones to drive growth from 1 gym to 5 gyms over the course of my tenure. Managed daily performance of operations team. Led performance management processes to assess and analyze financial reports against benchmarks.

Master Of Arts - Ma, Economics

Bachelor Of Science (B.S.), Finance, General