Powering success for some of the world’s largest and best-loved brands, Chatmeter simplifies CX management, elevates brand reputation, and delivers unmatched consumer intelligence and predictive data analytics for businesses. The Company combines AI-powered deep listening with real-time CX data to drive new levels of customer loyalty and growth for multi-location enterprises.

Arx Partners specializes in providing strategic guidance to businesses by leveraging data to improve performance across an organization. We excel at building and guiding diverse teams by creating a vision and framework that enables businesses to achieve both financial and operational success.

Provided strategic support and direction to the Client Success team, which is responsible for driving account yield and revenue for this preventative healthcare company- Devised and executed a client incentive program that boosted Y-o-Y yield by 35% across the most profitable accounts- Headed a cross-functional team that created and standardized the client onboarding process- Collaborated with the data analytics team to design SFDC / Tableau reporting dashboards, identifying growth opportunities- Accountable for annual account planning, encompassing growth rate, revenue targets, and profitability objectives- Implemented forecasting system to enhance KPI visibility, reinforce best practices, and pinpoint issues impacting results- Conducted end-to-end partner selection processes, encompassing research, evaluation, negotiation, and implementation

Responsible for sales, customer success and partner management teams for this two-sided marketplace- Restructured team processes and workflows, resulting in an 80% Y-o-Y increase in close rates- Introduced customer segmentation and revamped onboarding procedures, leading to a 133% hike in closed contract value- Created new commission plan, optimized SFDC for forecasting & planning, and introduced sales enablement tools- Overhauled partner onboarding procedures & established performance dashboards tailored to partners, propelling outcomes- Discovered and launched commercial services, which accounted for 16% of the project value awarded within a 12-month span

Developed go-to-market plan and customer experience (CX) for this software-as-a-service (SaaS) IoT platform- Designed and implemented customer experience: pre-sales, onboarding, account management, upsells and retention- Developed go-to-market strategy: product offering, positioning, pricing, sales channel and revenue targets- Coordinated with product team responsible for development of app and customer portal

Recruited to launch the EU operations of a digital marketing SaaS platform, eventually expanded across nine countries- Grew the business from 2 to 450 employees and 3,300 customers across Europe with 2013 revenue exceeding $100M, representing +18% of RL worldwide revenue- Oversaw expansion into nine (9) new countries/markets and rollout of new products such as display & retargeting- Built out shared service center in Amsterdam to handle finance, legal, human resources, training, and development- Responsible for managing and driving the growth of the partnership and reseller channelsCustomer Success- Scaled and managed team of 50 customer success professionals based in London, Amsterdam, and India- Established and responsible for KPIs related to all facets of client life-cycle: pre-sales, onboarding, engagement, account management, renewals, and retention- Introduced differential customer servicing model and augmented onboarding process resulting in a 58% increase in trial-period retention rates and a 37% decrease in overall churn rates- Implemented churn mitigation program using performance metrics (CPC, CPA, ROI, and customer engagement) to identify at-risk customers, which lead to account reviews and additional customer touchpointsSales Operations- Led annual sales forecasting and budgeting process across five countries; including the development of revenue goals, cohort sales targets, client retention rates, headcount targets, attrition rates- Oversaw sales operations and strategy including the introduction of enablement tools to optimize prospecting and sales effectiveness, development of region-specific marketing materials, and roll-out of Salesforce.com- Developed KPI reporting dashboard with roll-up performance analysis from individual contributors to country level with a narrative for team leaders highlighting opportunities and concerns in each region- Identified and championed revenue streams that accounted for +7% of EU’s top-line results

Responsible for identifying and executing digital media growth and partnership opportunities- Prepared analysis and business cases related to growth initiatives and presented to C-level management team- Created strategic partnership which lead to creation of a video display product- Identified and executed acquisition of end-to-end solution provider resulting in client base expansion and addressed a threat from a new entrant in several key markets - increased business unit’s revenue by 10% and network by 17%