Sasha Greco Email & Phone Number

Consulting for Professional Services team on strategy, client engagement, sales, project management, team coaching, and hiring. Working directly with CX, Sales, and Product leadership on defining ICP and the future state of PS and partnerships at Kustomer.

New York City Metropolitan Area

Originated role as head of the Professional Services organization, responsible for onboarding and solution consulting pre- and post-Sales for Kustomer’s clients on $50MM+ RR omnichannel Customer Experience B2B SaaS platform. - Grew team from a handful of Implementation Managers (IMs) to over 30 in a tiered department of IMs, Solution Engineers, Trainers and Managers over the course of two years to scale with increasing sales and provide greater role clarity and responsibility. - Developed and optimized strategy for services and delivery for Kustomer’s evolution from small startup unicorn through Meta acquisition. - Created new services to reflect varying client needs, including tiered implementation packages, ongoing consulting and optimization, integration engineering, and custom training. Partnered with Sales and Marketing to price and position services. - Led company-wide initiative to launch Self-Implementation for small clients on highly technical and complex CX platform, by working across all departments to coordinate activities and dependencies, including platform feature simplification, LMS training, marketing communications, customer journey optimization, and internal process transformation. Achieved target of 75% of small deals self-implementing within six months of program launch, up from zero. - Established client-first mentality by launching CSAT surveys and holding team members accountable to consistently achieving 9/10 ratings for personal and department goals. - Launched first-ever Partner Boot Camp to train implementation partners on the Kustomer platform, allowing Kustomer to scale beyond Services-led implementations and position for significant client expansion. - Created first Client Education team, including launch of the Kustomer platform LMS which enabled clients to become experts on the Kustomer platform via self-service training courses.

Lead a global Professional Services department, comprising Implementation Management, Engineering, and Training teams who are together responsible for deploying the Kustomer B2B SaaS platform to hundreds of SMB, Enterprise, and Strategic clients each year.

Jersey City, New Jersey, United States

Led the Professional Services team in the delivery of enterprise SaaS implementations of XTRAC’s suite of Business Process Management (BPM) software, which provided process automation for financial services companies including Fidelity Investments and wealth management firms. Oversaw project management and scoping, resourcing, SOW negotiation, and proposal development. Passionate client advocate, representing customer perspective in product roadmap and strategic initiatives, and effectively facilitating issue resolution and escalations. - Expanded program for critical fund operations client from one project in 2014 to eight in 2018 by focusing on business transformation realized through the XTRAC product suite, achieving CAGR for transactional volume by over 250% and securing SOW of $2M in professional services fees. - Fostered significant client adoption and cultivated new opportunities that leveraged product capabilities by encouraging clients to adopt cutting-edge product features, thereby increasing retention. - Recruited, trained, managed, and mentored solutions architects, technical project managers, and business analysts. Grew and developed team four-fold as engagements increased. Managed dispersed direct and matrixed global teams; retained and promoted top talent. - As team and project complexity grew, implemented release management system to effectively scale and focus team efforts, doubling release cycles and project volume.

Jersey City, Nj

• Drove sales cycle for cloud-based BPM software by building relationships with prospects in financial services and channel alliances. Directed sales development with potential clients through consultative selling techniques and contract negotiation.• Signed XTRAC Solutions’ first commercial clients, including Registered Investment Advisor (RIA) and Wealth Management firms.• Provided customized product demonstrations to qualified leads; served as SME and developed product demo scripts and videos for sales and marketing teams.

Jersey City, Nj

Provided leadership and project management for software delivery of enterprise BPM system, managing team of business analysts and developers to deliver on time and within budget. Supported sales pipeline by understanding potential client needs and crafting and delivering custom software demonstrations. • Led implementation for new client with 600 users, including coordination of requirements gathering, configuration, custom system integrations, testing and training.• Secured new multi-year engagement with $1M in professional services fees and over $200k in annual revenue.

Created custom workflow solutions using proprietary enterprise software for Fidelity Institutional and Retail business partners to optimize business processes, reporting and audit capabilities. Partnered with internal clients to enhance processes using standard Six Sigma consulting methods such as process maps, affinity analysis, value streams, brainstorming, and prioritization techniques.• Led business process work stream for Reconciliations department Enterprise Transformation project, creating new workflows and software integrations to reduce manual efforts by 15% and cost by $1.3M.• Led Fidelity Capital Markets implementation, which created 53 automated workflows between Capital Markets and Operations to replace 400 daily phone calls, emails and instant messages, enhancing transparency and reducing cycle time of critical trading processes.

Analyzed data from numerous systems to provide Key Performance Indicators and business metrics used in company-wide process improvement initiatives. Created and maintained staffing model to estimate resource needs by department and job role based on client predictions, workload and efficiency projects.• Developed and maintained database of Client Service Level Agreement (SLA) measurements to track performance of over 1400 monthly and quarterly operational metrics, which raised awareness of contractual obligations, leading to performance increase of nearly 20%.• Identified over $7m in potential liabilities in 2005 as a result of missed targets, allowing operations managers the opportunity to improve performance before fees were paid.

Supported internal management consulting team with research, data analysis and presentation development. Conducted industry and competitive research supporting web strategy and technology initiatives.• Analyzed process turnaround time to create staffing models in Excel; presented results to clients to allow them to project future staffing needs.

Ba, Psychology

M. Phil, Psychology