Vice President Customer Engagement, North America
South San Francisco, California, Us
Progressed from being an individual contributor to leading the largest region globally, North America, owning renewals & growth for a €650M ARR portfolio. Built high performing team using customer segmentation and outcome success plans to improve and scale customer sentiment and engagement.• Established best in class renewal forecasting and tracking methodologies providing insight into customer renewal health, attrition, customer risk and growth trends.• Defined metrics and implemented tools used to proactively predict and address emerging risk and opportunities improving net-retention, adoption, and net promoter score.• Implemented 1:few & 1:many strategies, improving customer experience and efficiently scaling the team.• Maximized adoption and usage across our strategic customer base ensuring our position as trusted and proven partner with the goal of achieving period-over-period improvement in customer retention and growth.