As Director of Customer Operations at Fintary, a newly established startup. I collaborate closely with the COO to create key performance indicators (KPIs), standard operating procedures (SOPs), processes, on-boarding flows, up-sell strategies, knowledge base development, and establishing the Customer Success Operations department.My main responsibilities include:• Strategic Development: Collaborate with the CEO and COO to develop and implement KPIs, SOP's, operational processes, laying the foundation for the company’s growth and more.• On-boarding: Design and manage the on-boarding flow to ensure a seamless and positive experience for new customers.• Customer Satisfaction: Oversee customer satisfaction, ensuring that our clients are happy with our products and services.• Product Delivery: Ensure the timely and efficient delivery of our products to meet customer need sand expectations.• Product Development: Work side by side with the development team and CTO to continue developing and improving the product.• Personal Management: Manage existing employees, coordinate, coach, and search for talent to join the team.By focusing on these critical areas, I help drive the company’s success and growth from its early stages,ensuring a strong foundation for future operations.

As a Customer Success Manager at Caspio, I leveraged my extensive SaaS experience to serve as theprimary point of contact and trusted advisor for assigned accounts. My key responsibilities included:• Customer Relationship Management: Excelled in nurturing and strengthening customer relationships,continually monitoring account health, and facilitating account expansion to meet evolving customerneeds.• Subject Matter Expertise: Specialized as a subject matter expert in specific vertical markets, effectivelyconveying the value and benefits of our platform and solutions.• Customer Feedback and Insights: Actively gathered customer feedback and requirements, providingvaluable insights to our product team.• Upsell and Feature Adoption: Proactively identified upsell opportunities and advocated for deeperfeature adoption, ensuring customers maximized the value of our solutions to overcome their challenges.With a curious mindset, positive attitude, and unwavering focus on client satisfaction, I was dedicated tochampioning the success of our clients and empowering them to achieve their objectives.

As a dedicated Team Lead, I oversaw a book of business worth $4.3 million annually, skillfully distributedamong 5 Customer Success Managers (CSMs). In this role, my main tasks included:• Customer Engagement Strategy: Successfully executed a customer engagement strategy to drivesatisfaction and loyalty.• Escalation and Churn Management: Efficiently managed customer escalations and churn, maintaininga high level of customer retention.• Revenue Expansion and Mentorship: Served as a revenue expansion coach and team mentor,prioritizing professional development and fostering strategic thinking.• Team Support: Provided valuable guidance and assistance to the team as needed, ensuring streamlinedoperations and optimal performance.• Customer Communication: Exercised exceptional communication skills to promptly respond tocustomers, optimizing each interaction.My commitment to excellence enabled me to meet or exceed established service level agreements andguidelines, ensuring unparalleled customer satisfaction. I also established and maintained compliancewith departmental standards and processes, enhancing production efficiency and service quality.In addition to my core responsibilities, I reported directly to the COO, taking on the responsibility oftraining, guiding, and enhancing the abilities and communication skills of all CSMs. I effectively managedtheir workload, ensuring seamless performance, and fostering a high-performing team.As a key member of the company's young B2B startup, I played an instrumental role in:• Establishing the organizational structure.• Developing standard operating procedures (SOPs).• Generating comprehensive reports.• Optimizing processes.• Conducting thorough data analysis.• Coordinating strategic projects.

In my role as a Customer Operations Manager, I played a pivotal role in overseeing the performance,reporting, and KPIs. My key responsibilities included:• Market Strategy Development: Collaborated with other executives to develop and execute operationalstrategies aligned with the company's overall objectives.• Process Improvement: Identified and executed initiatives to enhance operational efficiency, reducecosts, and increase productivity.• Resource Management: Supervised the management of human, financial, and material resources toensure their efficient and effective utilization.• Administrative Controls and Reporting: Oversaw and monitored administrative controls and reportingprocesses.• Policy Design and Implementation: Designed and implemented policies to improve daily operationalperformance, ensuring a unified approach to operations and procedures.• KPI and OKR Analysis: Conducted studies and analysis of various KPIs and OKRs to track and improveperformance.• Leadership and Development: Directed, trained, and developed team members to ensure highperformance and continuous growth.I reported directly to the Chief Operating Officer, ensuring all strategies, projects, data analysis, employeemanagement, compensation plans, and productivity levels were optimized.