- Proven track record of improving overall performance through implementation of customized technical, business solutions; Helped 4 e-commerce clients design and maintain websites (CMS platforms such as Wordpress and Shopify), increasing conversion rate by over 25%.- Led the successful integration of Salesforce CRM for diverse clients, customizing modules to align with specific business needs and boosting productivity by automating manual tasks.- Assisted in improving team’s productivity and cutting costs by conducting regular performance analysis and optimization; Helped clients stay on top of business trends, emerging technologies such as AI, and security best practices to ensure zero downtime and become a leader in their sector.

- Led Customer Success Team for APAC region to ensure CSAT scores and quotas were exceeded for SkyKick clientele, overseeing (2) Team Leads and (20) Customer Success Reps’ tasks and duties.- Created and drove talent management strategies that included succession planning, talent reviews, recommendations of promotional opportunities, and team development; managed the corrective action workflow up and through termination for conduct or performance related issues.- Conducted regular quarterly business reviews for top MSPs, identifying growth opportunities, resolving complex, high-priority technical issues, and providing demos, training, and dedicated support for special projects.- Partnered with recruiting to conduct interviews, assist in defining hiring profiles, and provide feedback on candidate quality to drive continuous improvement and faster candidate selection.- Collaborated cross-functionally with Sales, Product, DevOps, Engineering, and Marketing teams to funnel customer feedback and address product inefficiencies; shaped company-level decisions by sharing input on business initiatives that directly impacted customer success team.- Developed business strategies, leveraging multiple data points, to improve company-level KPIs YoY such as creating SOPs for cross-selling and up-selling products, increasing revenue by 30% and enhancing overall product adoption.- Orchestrated and executed a seamless transition from in-office to remote work for the technical team within a condensed timeframe of two weeks in response to the COVID-19 pandemic, ensuring uninterrupted operations and productivity while maintaining team morale and cohesion.

- Managed day-to-day operations of (10) Customer Success Reps for APAC region; monitoring team members’ productivity and workload by establishing clear deliverables and deadlines to meet established KPIs.- Established a streamlined process within the support team to identify and qualify warm customer leads, and seamlessly transfer them to the sales team for conversion.- Fostered a collaborative environment conducive to efficient teamwork by launching new cross-team communication channels, scheduling weekly team huddles, and having an open-door policy.- Identified areas of improvement by analyzing data to provide personalized coaching through regular 1:1 meetings, closing performance gaps.- Acted as a point of escalation for complex customer issues, working closely with cross-functional teams to ensure timely resolution and customer satisfaction.

- Owned customer relationships for all EMEA and APAC enterprise accounts as the primary technical point of contact; provided comprehensive technical onboarding, training, and ongoing account management support.- In partnership with sales counterpart, converted pilot engagements into ongoing customer relationships by leading successful migration and backup projects, increasing regional ARR by 35%.- Delivered impactful technical demos, led pre-sales scoping calls, and provided extensive technical trainings; played a pivotal role in expanding the customer base from less than 1K to over 25K customers, driving significant market penetration.- Proactively monitored platform performance to uphold quality standards and consistency, promptly escalating issues to cross-functional teams for resolution, to ensure less than 1% downtime for assigned accounts.

- Coordinated with Regional Sales Managers developing and implementing cohesive territory business plans, increasing product sales in mid-market by more than 50% through multi-tiered channels.- Expanded client base over 10% in 2 quarters within Northwest region while managing growing prospect list, increasing territory revenue almost 25%.

- Maintained lab environment and recommended upgrades to provide engineering and sales teams with a functioning demo lab.- Supported internal pre-sales engineers with the configuration of demo environment for technical demos of hardware and software product capabilities.

- Acted in a storage architect role by translating technical requirements from the engineering team into simplified configurations to meet customers’ goals and provided ongoing support to customers regarding upgrades and future deployment of complementary products; exceeded team sales goal by 150% or above, half over half.- Decreased new hire training period from 6 to 2 months; improving training program methods, reducing on-site mistakes, and eliminating unnecessary idle time.