• Led global customer success initiatives, managing escalations and guiding third-party developers through issue resolution to achieve 100% retention across a $6.32M and $5.34M ARR portfolio in FY22 and FY23.• Supported developers and third-party partners by providing critical non-technical issue resolutions and facilitating product adoption, ensuring seamless integration within the platform ecosystem.• Directed cross-functional teams in weekly strategy meetings, aligning sales, product, and support teams to optimize customer outcomes, meeting compliance and quality standards.• Advocated for clients during escalations by coordinating with internal teams, ensuring timely resolution of critical issues, and managing priorities related to product feature enhancements.• Mentored new success managers, ensuring they understood developer support processes and effective escalation management techniques to drive program success.

• Supported program success by fostering communication between stakeholders and ensuring smooth implementation of changes in the developer support ecosystem.• Implemented social customer care strategies in partnership with developers and vendors, enhancing operational efficiency and improving First Contact SLA and customer satisfaction.• Managed escalations and cross-functional projects, collaborating with developers, third-party vendors, and internal teams to deliver timely solutions for high-visibility issues, including Uber's Safety Report release and IPO.• Led program management efforts for critical support channels, ensuring that all third-party partners adhered to quality assurance standards, compliance requirements, and project timelines.• Developed and maintained knowledge base articles in Salesforce, ensuring that support teams and developers had access to up-to-date resources for troubleshooting and operational guidance.• Created and updated Salesforce knowledge base content, streamlining internal and external documentation to ensure the latest information was available to customer support teams and developers.• Facilitated team collaboration across operations, legal, and security to ensure that third-party developers met all regulatory and compliance requirements.

• Led global SaaS platform implementation, improving operational efficiency and providing developer support for global teams, resulting in streamlined processes and substantial ROI.• Managed escalations from third-party vendors and internal teams, coordinating with developers to troubleshoot complex issues, implement fixes, and enhance platform functionality.• Collaborated with cross-functional teams including cybersecurity, legal, and marketing, ensuring that all third-party developers were compliant with platform regulations and privacy standards.• Fostered a culture of continuous improvement by leading teams through program management efforts aimed at enhancing the support experience for developers and partners.• Strengthened partnerships with third-party vendors, providing training, resources, and guidance on operational best practices.