As the orchestrator of the post-sales lifecycle for a portfolio of enterprise B2B customers, I immerse myself in software implementation, customer onboarding, adoption, and contract renewals. I bridge gaps and catalyze product and process improvements by voicing customer concerns and spearheading cross-functional collaboration. The joy of seeing my customers surpass their ROI objectives and fully embrace account expansions is a constant source of motivation for me.

I led the creation and growth of a team of 50 professionals specializing in global support for a new B2B SaaS security solution. My role involved optimizing our support operations across multiple channels, ensuring efficiency while prioritizing customer satisfaction. I guided customers through onboarding and issue resolution, actively using their feedback to enhance our product and processes. By focusing on customer experience, I drove cross-functional improvement initiatives that led to business growth.

- Managed staff of 30: Application developer Tier 1-3 support - Cut CX cost by 40% by outsourcing Tier 1 and improved KPIs by 80% - Established and managed KPIs: Issue Resolution, NPS, Customer Satisfaction- Customer Service Subcontracting- Operational Development and Strategic Planning

• Virtual Leadership for team based in US and China• Operational Development and Strategic Planning • Product Quality Target Setting and Corrective Actions • KPIs: Issue Resolution, NPS, Warranty Cost, BFR, FFR• Approval authority for Product Quality milestones• Developer Ecosystem Research and Business Plan

• Supervised staff of six project managers• Implemented and streamlined processes • Managed operating budget, projections and reports• Stakeholder analysis and Care Strategy Planning• Approval authority for Customer Care product milestones

• Managed day-to-day operations for Documentation, Technical Training and Product Support• Recruited, supervised and directed staff of nine• Subcontracted documentation work

• Contact Center customer issue escalation handling• Established and managed metrics for issue escalation• Service Excellence Trainings

• Handset, Accessory, SW and PC Connectivity Training• Customers: Regional Support and Nokia Contact Centers