Founded in 2009, Joomag is the all-in-one platform offering a suite of integrated solutions forevery content marketing, digital publishing, corporate communications, and salesengagement need. Headquartered in San Jose, CA, the company delivers a unique,solution-based approach with its powerful flagship Crater™ Editor.Over 500,000 businesses both large and small are already creating, distributing, tracking, andmonetizing their online content from a central platform, streamlining workflows andbecoming more productive in the process. Among our clients: Harper’s Bazaar, Cosmopolitan,JLL, Century21, RingCentral, EY, Dillard’s, Levi’s, U.S. Army, Harvard University, UCLA, Honda,Subaru, Renault, jetBlue, Delta, etc.We have offices in Silicon Valley (San Jose, CA), Munich, Moscow, Shanghai, and Yerevan. So, ifyou are ready to kick everything up a notch, then you should definitely join our team ofpassionate minds.

Started as Director Customer Success and was promoted to Senior Director. AudioEye is a SaaS and Services company that helps companies build websites that eradicate all barriers to digital access and helping clients in achieve ADA legal compliance.Responsible for multiple teams, Customer Success Managers, Technical Support, Onboarding, Account Managers, remote call center USAIncreased first contact resolution from 59% to 93%Achieved net revenue retention NRR from 80% - 100%+, increased average margins from 65% to 81%Helped reduce delivery times for professional services from 250 days to 30 days on averageIncreased contract deliverables to actual deliverables from 70% to 98%. Participated in identifying and launching multiple new products

Started as Director Customer Success and was promoted to Senior Director. FleetUp product is SaaS but has a hardware element to track vehicles and assets (start-up). IoT, Telematics B2B helping clients in achieving legal compliance. Responsible for multiple teams, Customer Success Managers, Technical Support, Onboarding, Shipping and inventory, Inbound Sales, Professional Services, and remote call centers in Mexico and Chile through BPO vendorSet goals, action plans, playbooks, and key metrics for teams in different customer segments with different levels of customer engagement. Lead strategic, cross-functional initiatives such as customer journeys, maturity models, and product feedback Built strong relationships and collaborated cross-functionally to drive market readiness, sales handoffs, customer marketing, training actions, services deployment, and effective support to drive a seamless customer experience. Drive adoption (80% monthly use), NRR (98%+). Reduced call center call abandon rate by 48% Increase the average price of subscription from $15 to $38 per license (20 license average)Increased customer lifetime value CLV from 12 months to 40 months on average

Started as Customer Success Manager and was promoted to Director Customer Success. Convoso is a call center software (start-up) Voip B2B helping clients in achieving legal compliance.Responsible for Customer Success Managers, Technical Support, Onboarding. Managed remote call center team in the Philippines through BPO VendorReduced churn by 75% over a 3-year period. Increased subscriptions from $125 to $148.07Increased lifetime value from 3 months to 14.5 months on average. Reduced call center call abandon rate by 83%, chargebacks by 70%, and refunds by 80%

CyberDefender provided remote technical support services, and internet security software (start-up) B2C and B2B, subscription-based Service as a Service Supervise staff of 200 Technical Support and Customer Service in a call center through multiple BPO vendors and FTE staffReduced operating cost per customer by 30% and annual operating costs by more than $700,000 while maintaining KPI Reduced chargebacks by 50%. Reduced refunds by 25% Increased customer satisfaction scores by over 10% and maintained a 90% satisfaction rating Combined three departments' calls and utilized IVR to reduce contacts by 40%Onsite and Remote call centers in India, and the USDeveloped and launched new training programs to boost employee retention and productivityAuthored and introduced new scripts resulting in a 50% decrease in talk time

Started as End User Sales and Service Manager and was promoted to Director. • Avanquest Software is a world-leading developer of personal and professional software, B2C and B2B. P&L responsibility. Managed outsourced and remote workers and vendors, acted as BPO and 3PLAll departments supported a $70 million per year business unit for brands such as Nickelodeon, Hallmark, HGTV, GE Capital, Toyota, Food Network, Ancestry.com, Sesame Street, Simply To Impress, Photo Affections, Canvas World, and many more. B2C Led initiatives and implemented self-service web solutions for refunds, rebates, and support for End Users as well as Distributors and Retailers. Responsible for RFQ and OEM sales B2B