As SVP of Customer Experience at Metadata, I spearhead initiatives to optimize the end-to-end customer journey, driving implementation success, retention, and revenue growth. I collaborate with cross-functional teams to improve productivity, elevate customer satisfaction, and align post-sales operations with business goals, ensuring measurable outcomes and strategic impact.

SaaSholic is an early-stage VC firm investing in some of the best Latam companies.SaaSholic's investments are highly skewed towards SaaS and companies with predictable/recurring business models.

Channel partner for Aorta. Salesforce Implementation, Automation, Administration, Support, Customization, Development & Integration with 3rd party platforms.

Senior Executive responsible for Sales, Marketing, Customer Experience, RevOps and Consulting teams. Actively influential in the product roadmap and Corporate Development efforts. Manage key partner strategies, and created a Canadian presence (reducing overall OPEX).- Increased ACV by 30% (pricing model, broader value vision, consultative)- Repeatable Land and Expand model resulting in the largest upsell in company history, creating the largest ARR customer- Established Canadian presence (Sales, CX and Consulting)

Responsible for the post-sales customer-facing organization. Measured by renewal rates, time-to-value and Net Revenue Retention. Led the cultural reset around the Whole Customer Experience being the entire organization's responsibility. Ownership of CX commercials and focus on de-risking the Customer portfolio. Establish role rubrics and performance assessments to ensure high performance and top grading.- Part of the M&A team to de-risk the SnapApp acquisition (renewing over $1M in transferred contracts)- Transformation into commercial focus resulting in increasing GRR by 11% within my first quarter (Pre-COVID)- Reduced Customer Onboarding from 135 to 10 days (TTV)- Introduced the concept of Whole Customer Experience to identify the root causes of product adoption/churn

Strategic and cross-departmental leader responsible for creating the vision of Customer Centricity. Set the vision and the right financial metrics; inspire the organization and support the execution plan towards growth. Advocated for additional CS investment; resulting in commercialization and undertaking of an expansion number (originally set to ensure 100% NRR).- Monetization of CS - achieving $2.5M Expansion while maintaining 93% GRR (30% of all revenue created in 2018)- Launched Expert Services resulting in $1M ARR in Y1- Integral part and CX lead for the JMI due diligence team, resulting in a successful $115M raise- Launched Customer Exchange Tours and the Vennie Customer Awards thus establishing a customer community and testimonials/case studies, product direction intelligence and cross-sell/upsell opportunities.- Pioneered the VLT (Vena Leadership Team) designed to drive alignment and mutual accountability between senior leaders. (evolved into company-wide OKRs)

Global leader, responsible for P&L, ongoing strategic direction, oversight and operations of the Expert Consulting team.- Pioneered and launched a new consulting service, growing the business from the ground up resulting in 10x growth while exceeding target margins.- Increased overall client satisfaction (NPS) and increased customer renewals to 99%. - Played a strategic role focused on how Eloqua services and drives customer success and satisfaction, resulting in a profitable revenue generating operation.- Hired and localized Regional Vice Presidents into US and London, UK.

Responsible for leading the Marketing Operations and Inside Sales team, while ensuring that technology is fully leveraged and automated to drive revenue for the business. - Created RPM for Eloqua (Revenue Performance Management). (http://youtu.be/2zTMaJlv764)- Drove Marketing and Sales alignment, including the creation of a Marketing pipeline resulting in data driven decisions to maximize ROI.- Transformation of the Inside Sales team to ensure utilization and productivity on core responsibilities – resulting in a 130% increase in rep productivity. - Established a lead management process to ensure that all marketing leads were sufficiently cleansed, qualified, and routed to the appropriate Sales team. Resulting in increases of conversion (+400%) and lead throughput.

Led customer-facing teams roles focused on account management, customer success and product support. Leveraged and implemented SFDC to scale for hyper-growth. Over-achieved on Customer Success and Leadership metrics (CSAT, expansion & retention, promotion rate).