• Led strategic customer success initiatives for SaaS and B2B clients, establishing KPIs, defining success metrics, and achieving a 30% increase in client retention through data-driven strategies.Spearheaded customer success strategies at PDA, a SaaS startup specializing in RFID technology, driving $6 million in revenue growth within two years by enhancing customer adoption and satisfaction while reducing churn. • Designed and implemented scalable training and onboarding programs, reducing churn by 20%, increasing customer adoption rates by 35%, and ensuring long-term engagement and loyalty. • Collaborated with product teams to translate customer feedback into actionable improvements, resulting in a 25% increase in user engagement and overall product satisfaction. • Streamlined customer support workflows through automation, reducing response times by 40% and significantly enhancing the overall customer experience. • Facilitated cross-functional workshops and training sessions, aligning teams with best practices and improving service delivery, operational efficiency, and internal collaboration. • Partnered with sales teams to strategically balance upselling opportunities with customer retention goals, identifying cross-selling opportunities and contributing to a 15% increase in revenue from existing accounts. • Reduced churn by focusing on customer retention strategies, ensuring alignment with customer goals and creating proactive engagement plans for high-risk accounts. • Provided detailed performance and analytics reports to senior leadership, leveraging data-driven insights to enhance decision-making, improving customer success metrics, and drive satisfaction rates. • Implemented retention frameworks and successful playbooks, achieving a sustainable balance between customer satisfaction, loyalty, and revenue growth.

• Directed a team overseeing over 500 franchise accounts, including high-profile partnerships with Disney, AMBEV, and AT&T, driving customer success through customized strategies that aligned with both client and organizational objectives. • Spearheaded strategic account growth initiatives, leading to a 45% increase in sales while fostering long-term partnerships by leveraging shared goals and business synergies. • Revamped and streamlined onboarding processes, reducing setup times by 30% and enhancing the transition experience for new clients, resulting in higher satisfaction and quicker value realization. • Leveraged advanced data analytics to monitor and improve NPS and CSAT scores, implementing targeted engagement strategies that boosted retention and deepened customer loyalty. • Designed and implemented comprehensive client health dashboards, enabling real-time tracking of key metrics and allowing proactive identification and resolution of potential issues before they escalated. • Established and championed closed-loop feedback mechanisms to ensure continuous improvement, integrating client insights into actionable initiatives that enhanced overall service delivery and satisfaction. • Facilitated cross-functional collaboration to align sales, product, and operations teams around customer success goals, driving seamless execution and optimizing the customer journey. • Delivered consistent results in improving franchise performance and scalability through tailored training programs, scalable workflows, and ongoing performance analysis. • Partnered with stakeholders at all organizational levels, including C-suite executives, to influence decision-making and align initiatives with broader strategic goals, contributing to overall business growth and market leadership.

• Managed a team delivering over 200 high-end projects, ensuring 98% were completed on time and budget. • Increased customer satisfaction by 20% through customer-centric design strategies. • Coordinated with cross-functional teams to align project goals and ensure client expectations were met. • Developed long-term client relationships, resulting in repeat business and a 30% increase in project renewals. • Implemented quality control measures that reduced post-project revisions by 15%. • Provided mentorship to junior project managers, fostering growth and developing team capabilities.

• Led a team of 30+ project managers to implement process improvement strategies, achieving a 35% reduction in losses over two years with major clients like Walmart and Carrefour. • Developed training programs for 1000+ associate's in operations, process, and procedures best practices, resulting in 95% attendance and satisfaction. • Used customer-facing technologies and self-service applications to streamline operations and improve customer interactions. • Focused on business process improvement and customer success, ensuring consistent high-quality service delivery

• Managed key customer success relationships within a portfolio of 10+ B2B accounts, ensuring successful project execution for clients with a combined value of nearly $10MM • Spearheaded the implementation of customer-facing technologies like Interactive Voice Response (IVR) systems, reducing call volumes and enhancing customer satisfaction through a more streamlined process. • Focused on improving customer experience by optimizing self-service applications and enabling proactive solutions for frequent issues.

• Led a customer success initiative to automate the credit analysis process, reducing the processing time from two days to an average of three hours per case. • Enhanced operational efficiency by driving process optimization, utilizing customer-facing technologies to improve speed and accuracy in document reviews by the approval committee. • Facilitated the development of digital documentation systems, ensuring smooth access and faster customer engagement and satisfaction.