Manami Kunz Email and Phone Number
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I’m a customer-obsessed Customer Success and Operations Leader with a proven track-record building a global customer success organization with a talented team helping customers integrate products with increased engagement and retention. I’m passionate about building a strong and highly engaged client engagement team and building them up as the trusted interface to the customer’s organizations. By utilizing tools such as salesforce to mine data, I explore opportunities in the organizations to optimize Customer Success activities such as pre-sales support needs, high-touch customer engagement effectiveness and renewals, team resource needs, and overall process efficiency. I enjoy using data to uncover meaningful insights for internal/external organizations to help build consensus and roadmaps for key areas of importance to focus our efforts to strengthen relationships and improve outcomes for the long run. I’m results-oriented, collaborative, and believe in building consensus to create the best possible outcome for various parties involved in making customers’ journeys a success. CAREER HIGHLIGHTS:-- 15+ years of experience leading teams across a variety of multi-regional disciplines including Account Management, Global Customer Success, and Program Management teams to scale the needs of internal teams and external customers for optimal utilization and execution.-- Collaboration expert working closely with product and engineering teams to bring the voice of customer and real-life use cases into the product design and roadmap. -- Integrated account management process in salesforce to align more effectively with various sales teams which span across multiple regions and multiple verticals. Developed dashboards for better insights to create process transparency and customer status through various customer life cycles.-- Developed various materials from customer success manager’s on-boarding process and documents, internal training materials, pre-/post sales processes, QBR template, Customer kick-off materials for various verticals, customer engagement templates, KPI tracking, and more!EXPERTISEStrategic Planning & Execution | Operations Management | Customer Success | Account/Portfolio Management | Project Management | Go-To-Market Development | Data & Analytics | Product Development & Roadmap | Bilingual Japanese/English
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Head Of Product, Partner, And Customer OperationsLiquidview Nov 2022 - PresentLiquidView is an early phase startup offering digital window product via wholesale channel to commercial and residential customers. Due to the fast-past and dynamic environment, I wear various hats for the company as we build out an efficient operational practices across many different disciplines. Major responsibilities include:- Plan and launch products consist of hardware, proprietary software, and content by working closely with engineering, content production, and manufacturing partners.- Develop and manage product delivery processes with various parties to align cross-functional milestones across various internal/external parties involved.- Develop and execute customer delivery and implementation processes and associated documentation- Develop and maintain sales and delivery process and data using company's CRM system of choice- Develop and deliver key product documentations to customers in support of pre-sales, post-sales and implementation needs.- Develop and maintain internal roadmap for upcoming releases- Oversea cashflow management to balance purchase needs against revenue stream and aging invoices.- Develop legal documents and agreements by working with Lawyers with specific terms for LiquidView to partner with wholesale channels, manufacturing partners, as well as product warranties, EULA, and any new type of contractual needs LiquidView may come across.- Develop and maintain pricing model for the products and publish price sheet to dealers and customers.
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Director, Customer SuccessLeague Feb 2022 - Nov 2022Toronto, Ontario, CaBuilt out a customer success team delivering services, integration, and support to small businesses looking to enhance their benefit offerings.Built a strategy and 3/6/9 months team roadmap in support of new customer engagement initiative to decrease time to close on various customer requests through an online platform, and completed successful implementation of the initiative, resulting in over 50% decrease in average time to close customer requests. -
SabbaticalKunz Home Schooling & Adventures Aug 2020 - Feb 2022
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Sr. Director, Customer Success And PmoNielsen Mar 2017 - Jul 2020New York, Ny, UsResponsible for global client delivery and successful customer implementation and adoption of Gracenote products and technologies. Managed global team of Customer Success Leads, Technical Account Managers, Program Managers, and Solution Architects responsible for defining and supporting complex data and technical solutions across all phases of customer delivery: pre-sales, implementation, and post launch account management working closely with sales, products, engineering, and content teams.• Defined and streamlined customer success organization and processes to align with regional and vertical needs. • Rebuilt and managed budget & operations of ~20 global resources in support of ($200M in rev) across North America, APAC, and EU for 5 verticals (Music, Auto, Video, Sports, Audience Measurement).• Grew partnership with 500 fortune companies from various industry leaders including Comcast, Roku, Samsung, Amazon, Google. Apple, GM, LG, Spotify, and IHeartRadio,.• Lead salesforce process integration effort to track Customer Success KPI and development of key dashboard for tracking and transparency. -
Director, Global Customer EngagementGracenote Jul 2013 - Feb 2017Emeryville, Ca, UsResponsible for providing both strategic and executional leadership across cross-functional discipline during all facets of client engagements. Ensure overall quality of deliverables and customer satisfaction in both pre-sales and post sales execution, while keeping fingers on the pulse of day-to-day customer engagement activities along with key internal development priorities.• Manage ~10 technical account managers and project managers to execute on Tier1 engagement strategy in pre-sales support as well as post sales implementation activities.• Manage and own the team’s revenue goals by developing and negotiating SOW, ensuring on-time on-budget delivery, and drive customer acceptance for revenue. Track and forecast team revenue.• Drive internal product and engineering prioritization effort to meet customer needs. Manage all custom work related processes and prioritization effort from evaluation, scoping, scheduling, and approval to ensure teams are aligned on custom work needs.• Lead the training/mentoring on project management methodologies and effectively quantify engagement progress to identify project risks and plan for corrective actions• Provide Sr. management with dashboards on client health, project execution, and problem resolution to increase transparency.• Manage development of customer engagement documentation, tools requirements, and process improvement projects. -
Global Services, Sr. Manager, Sony Strategic AllianceGracenote Oct 2008 - Jun 2013Emeryville, Ca, UsResponsible for managing all aspects of Sony-Gracenote product/technology development and integration efforts, working closely with over 50 Sony product/engineering/operations world-wide teams in support of various product launches including BraviaTV series, Vaio, Tablets, Mobile Phones, Metadata management servers, Blu-ray players, Sony Playstation, Sony Music, and others.• Proactively engage throughout all aspects of the Sony software development life cycle from design, development, implementation, testing, launch and maintenance. • Manage all gracenote deliverables and development milestones for Sony products and integration needs.• Own requirements and custom work for Sony projects. Work with product, engineering, and content to develop products for Sony, including brand new products that Gracenote may not have yet.• Lead product integration projects between Sony and Gracenote teams.
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Partner Program ManagerVirgin Mobile Mar 2008 - Sep 2008Kansas City, Missouri, UsShort term assignment to assist company's transition plan for platform/IT/Engineering functionalities from in-house operations to 3rd party vendor (IBM). -
Implementation & Program Mgmt, Client ServicesPay By Touch May 2007 - Mar 2008UsThe company provides leading biometrics payment solutions to retail giants. Implementation team manages cross-functional project teams in the product development/enhancements, systems integration, process development, installation activities, merchant training, marketing promotions, procurement and invoicing logistics, and customer support/follow-up during and post deployment. • Responsible for project plan development, project management, program execution, internal/external communication management, report generation, facilitation of internal/external meetings, revenue and resource forecast, and relationship management for on-going improvements. • Implemented project wiki and improved internal communications and documentation management. -
Product Manager, Search International OperationsYahoo! Oct 2004 - May 2007Sunnyvale, Ca, UsManage search product portfolio for Yahoo! Japan and contributed to increasing market share from 69% to 83% by improving existing properties as well as deployments of new products including mobile search.• Collaborated with business operations, marketing, R&D, product development and design teams to plan and execute on strategies and product vision. • Identified market/business requirements and managed product roadmap. • Managed prioritization of key initiatives and product deliveries to Yahoo! Japan • Owned various reporting on product metrics, operations metrics, and performance metrics to support prioritization of initiatives and identify areas of investment. • Coordinated cross-organizational meetings on a regular basis and improved team relationships across different organizations. -
Project ManagerSony Computers Entertainment America Apr 2003 - Oct 2004Tokyo, JpPlayStation is a leading provider in cutting-edge gaming and media platforms. Network Platform division is a key organization in implementing new business models, policies and technology for the launch of online software and hardware products. • Managed core framework development project for a new strategic product released in Japan (PSX). • Managed project planning and execution of a large scale project involving over 300 resources which required an intensive coordination and communication between marketing, product planning, legal, licensing, business development, multiple engineering groups, hard ware group, design group, multiple QA groups, operations and factory integration. • Supported business development initiatives and provided demo to partners with new applications and conceptual use of the platform. -
Product Marketing ManagerTerarecon, Inc. Oct 2001 - Jan 2003Durham, North Carolina, UsThe company provides a leading 3D post image processing workstation and server system for the radiology market. Key responsibilities include:• Product requirements and business requirements for new products as well as management of daily operational tasks to support the C-level management team.• Supporting Sales by coordinating product distributions, creating sales tools and marketing materials, and lead generation.• Providing system demos and customer training, as well as feedback collection for future product enhancements.• Assisting business development activities in medical imaging areas as well as building partnerships with third vendor technology companies. -
International Program ManagerOnyx Software, Inc Feb 2001 - Oct 2001UsResponsible for releasing e-CRM software in multi-international markets over 23 countries. Key responsibilities: * Analyze the product and create project scope document * Establish schedule for release dates and other major milestones for international product development and releases. * Qualify localization vendors and manage localization projects * Manage Int'l development and QA process, resources, and schedule to drive the project to completion * Release management of localized products -
Project ManagerEncompass Globalization, Inc Mar 2000 - Jan 2001Managed multiple software localization projects from inception to completion in order to bring client's key initiatives to market;* Delivered high quality localization services in the areas of documentation/UI/web site localization* Managed code internationalization for software and web sites for major software companes such as Adobe, Agile, Microsoft, etc.* Managed QA services for internationalized software products. * Built an excellent rapport with clients through communication and dedication to complete projects on time and on budget.
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Localization Program ManagerMicrosoft Corporation Mar 1996 - Feb 2000Redmond, Washington, UsManaged and released localized line of products for Windows CE Tools, Back office, and windows teams working with internal and external cross-functional teams. * Managed a demanding schedule and tight budget to introduce products to market in a timely manner. * Implemented a VS model localization process.* Integrated documentation localization process used by MSDN.* Set up localization processes involving cross-functional teams of engineering, testing, and build groups, using MS proprietary localization tools, including file management and resolution* Coordinated with build lab to integrate localized builds to the existing automated build process.* Participated in defining requirements and elements for localization-kit and created/documented localization processes in order to standardize localization project practices using multiple vendors.
Manami Kunz Skills
Manami Kunz Education Details
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University Of MontanaBusiness Administration And Economics
Frequently Asked Questions about Manami Kunz
What company does Manami Kunz work for?
Manami Kunz works for Liquidview
What is Manami Kunz's role at the current company?
Manami Kunz's current role is Driving Operational Excellence, Delivering Results..
What is Manami Kunz's email address?
Manami Kunz's email address is mk****@****ote.com
What is Manami Kunz's direct phone number?
Manami Kunz's direct phone number is +141570*****
What schools did Manami Kunz attend?
Manami Kunz attended University Of Montana.
What skills is Manami Kunz known for?
Manami Kunz has skills like Product Management, Cross Functional Team Leadership, Agile Methodologies, Product Marketing, Competitive Analysis, Strategy, Integration, Vendor Management, Crm, Program Management, Software Development, Start Ups.
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