Onboarded 100+ customers with a structured hybrid approach combining automation and personalized check-ins, achieving 92% retention rate through documented playbooks, health monitoring, and proactive engagement. Built real-time customer health dashboards in HubSpot and ClickUp to track key metrics (churn, adoption, retention, product velocity), enabling data-driven decisions and improving cross-functional team alignment. Advocated for customer needs by analyzing feedback and creating prioritized feature requests, with multiple features shipped to production within the same quarter, directly addressing customer pain points. Developed company's first QA framework from the ground up, reducing critical bugs by 95% and reactive support tickets by 90%, significantly improving product quality and customer experience.

Increased agent capacity and reduced response time by automating initial customer data collection with a WhatsApp chatbot, reducing average ticket handling time (47% improvement). Built automated BI workflows using Excel and Power Query, reducing reporting time from 6+ hours to 30 minutes (92% reduction) while eliminating manual errors. Delivered real-time dashboards tracking CAC, CLTV, and churn to accelerate executive decision-making.

Grew portfolio ARR by identifying upsell and cross-sell opportunities through data-driven Monthly Business Reviews (MBRs). Achieved 100% NPS score during rapid team expansion by designing proactive risk-mitigation plans with Service Delivery Leaders to maintain service quality throughout engineer onboarding. Partnered with VP of Strategic Partnerships to establish formal relationships with Global System Integrators (GSIs). Led gap analysis, coordinated deliverables across technical and business teams, and tracked compliance requirements to secure successful contract renewal.

Designed automated customer segmentation and onboarding workflow using Customer Lifecycle Management and Customer Journey Mapping. Integrated email marketing platforms, CRMs, product management tools, and Zapier automation to reduce product delivery time to seconds and enable scalable CSAT and NPS data collection.

Coached and developed customer support teams (new hires and tenured staff) to achieve #1 account ranking in NPS (95%+) and sales performance. Implemented data-driven coaching framework that increased team sales by 25% month-over-month. Redesigned technical training program for 250+ employees across 25 teams, driving measurable performance improvements: 20% reduction in Average Handle Time (AHT), 10-point NPS increase, and account satisfaction improvement from 88 to 92. Supported data infrastructure migration by mastering new ETL processes to build and maintain real-time performance dashboards for leadership decision-making.