• Manage customer life cycle of 45-65 SMB/Mid-Market/Enterprise accounts ensuring strong adoption, engagement, and satisfaction throughout the customer’s lifetime; • Grow revenue base by maximizing account retention, renewal, and upsell opportunities through increased product adoption and cross-sales of new product modules; • Proactively identify account risks and drive churn mitigation strategies by creating and leveraging detailed reports and dashboards (ie: Churn Analysis, Customer Journey Mapping, Upselling Strategies, and Customer Segmentation); • Strengthen customer relationships, build trust, and increase product loyalty by being the voice of the customer, proactively anticipating and addressing questions and needs; • Lead MBR and QBR presentations consisting of valuable analytical data and findings to identify revenue generating opportunities; • Collaborate seamlessly with sales, success engineers, implementation managers, and other internal stakeholders to ensure consistent and valuable communication; and • Educate customers on product roadmap, feature rollouts, and technical updates to help build long-term value.

• Acted as the liaison between product, IT and sales teams to understand customer demand for new features and prioritized the product roadmap for the internal development team;• Managed and maintained client relationships, maximizing client satisfaction and retention;• Acted as Neota representative at national legal tech conferences (ie: CLOC, ILTA);• Project managed all client solutions, including creating SOWs, outlining deliverables, managing personnel and guaranteeing successful delivery; and • Served as US Lead of the “People & Culture” team, coordinating national team-building events to ensure employee satisfaction.

• Oversaw and led sales and consulting efforts in the US; • Contributed and executed business opportunities to build and maintain a strong sales pipeline; • Upsold service and accounts; and• Delivered sales presentations to a range of prospective clients.

• Maintained an ongoing relationship with key customers while continually seeking opportunities to increase customer satisfaction and deepen client relationships; • Managed customer relationships - delivering solutions within time and budgetary restraints; and• Ran an engagement framework for agreed clients, including workshops, Seminars and speaking engagements to identify additional business opportunities.

• Designed report specifications to fit legal teams/clients’ needs and managed report efforts to completion;• Enforced data integrity, standardization and accuracy across multi-national departments;• Developed, maintained and enforced policies and compliance controls related to data management in collaboration with senior management and all cross-functional associated teams; and• Led and participated in planning, development and implementation of internal and client technology initiatives.

• Engaged with internal legal teams and corporate departments to lead process improvement activities, identified areas of improvement, developed action/control plans and consulted locally with implementation efforts;• Developed standards for firm-wide application and managed associated projects;• Gathered data for problem identification, producing, scoping and discussion papers to obtain feedback and developed relevant recommendations for implementation;• Led and implemented process reviews to promote efficiencies and excellence in client service; and • Oversaw the implementation of new processes, service models and standards for the firm worldwide.

• Managed immigration cases across the America, EMEA and the APAC regions via internal regional teams and our global network;• Coordinated with staff, clients and international employees on immigration related matters to advice on their visa options, strategy and case-related expectations;• Trained and acclimated team members on global immigration issues and country procedures; and• Acted as a liaison with Global network partners to ensure smooth processing of immigration cases.

• Managed and oversaw relocation management companies for 350 clients;• Served as the primary liaison to Client Services Managers;• Trained and monitored personnel in the U.S. and Globally in account management, billing protocols and GVS (Proprietary Case Management System);• Managed Atlas Initiation System on a Global scale for FDBL clients;• Approved bills for all clients and oversaw their respective invoice audit inboxes; and• Created and provided detailed status, expiration and initiation reports for clients.

Prepared employment-based nonimmigrant/immigrant visas and permanent residence applications on behalf of foreign nationals, including H, L, TN, labor certifications, I-140s, I-485 (Application to Adjust Status), I-765 (Application for Employment Authorization), and I-131 (Application for Advance Parole); with various agencies of the U.S. Department of Homeland Security, including the U.S. Citizenship and Immigration Services (USCIS) and the U.S. Customs and Border Protection (USCBP).