• Serves as primary subject matter expert across Zoom’s UCaaS product suite• Manages entire customer lifecycle from kick-off to renewal• Engages in customer touchpoints such as training, deployment, and annual and quarterly business reviews• Identifies and strategizes growth opportunities alongside the sales and renewal team • Handles EMEA customers with a total portfolio value of $800K

• Manages Customer Support Team• Handled process review and optimization leading too Cleanup of ticket backlog and a 40% increase in response rateo Maintained average satisfaction of 90%o Implementation of Live chat support with an average reply time of 3 minutes• Manages companywide Net Promoter Scoreo Planned and executed NPS redesign leading to 50% increased response rate and 20% increased completion rateo Creation of Incentive program for increased customer engagement• Customer Success Manager for Pay-Per-Hire Programo Created and standardized Customer Success playbook for PPHo Identified key growth areas for product launcho Recruited and trained Customer Success team for PPHo Achieved success rate of 20% in the first 3 months of PPH programo Ensured average booked revenue of PHP 1M per month

• Handled high-value, top-brand clients with a total portfolio of PHP 6M• Oversaw on-boarding, training and renewal of clients• Ensured any issues raised or queries sent were resolved within stipulated SLA• Determined areas of growth and profitability in client portfolio leading to an average growth of PHP 200K per account• Collaborated with marketing, product and senior management teams in order to achieve stakeholder success goals• Project Management Responsibilitieso Created internal reporting tools to measure customer successo Planned and executed process improvement initiativeso Spearheaded projects for Customer Success such as Net Promoter Score implementation and Account Health Tracking

• Triggered project kickoff and timeline with client• Performed business requirements gathering and analysis• Created project timeline and scope• Initiated development using created technical specification• Completed client connectivity and testing• Oversaw go-live and production issues

• Created Systems and Business Requirements Specification (BRD/SRD) for development team.• Analyzed EDI, XML, IDOC and Oracle business requirements• Maintained constant communication with client in order to ensure deliverables are correct and delivered on time.• Prioritized requests and ensured best possible turnaround time.• Created and maintained project timelines• Sent regular reports on project status and deliverables