Own customer relationships post-sale to ensure seamless onboarding and high satisfaction. Coordinate with sales, marketing, and underwriting to align customer success strategy. Draft and deliver customer reports, managing both technical and strategic communications. Reduced churn by leading proactive outreach campaigns to upsell existing clients. Launched and managed LMS platform for onboarding/training of clients and internal staff. Lead point of contact with third-party tech providers to resolve escalated client needs. Directed Trustpilot review initiative, improving brand reputation and supporting marketing goals. Supported hiring and onboarding of new internal employees. Account Management. Data analysis and reporting process improvement.

Lead and managed a 90-person team made up of sales executives, support representatives, and Backoffice. Interviewed and trained team members. Overachieved yearly sales and service quality goals in 2021 by 105%, 2022 by 107%, and 2023 by 115%.