Managed a $10M+ ARR portfolio (100+ accounts), owning retention, engagement strategy, and expansion opportunities. Achieved ~70% renewal rate within a high-risk portfolio, stabilizing revenue despite adverse conditions. Led customer success strategy for high-risk accounts (C&A focus), with ~50% of portfolio flagged as at-risk (low adoption, M&A, financial distress). Improved adoption in low-engagement accounts (30%) through targeted engagement strategies, certifications, and structured success planning. Designed and executed Success Plans, QBRs, and governance cadences, improving adoption and driving action plans. Drove retention through value-based interventions, including training initiatives and strategic stakeholder alignment. Drove financial process transformation, reducing manual effort through automation in the Financial Closure by increasing product adoption. Enabled self-implementation strategies of key use cases, accelerating time-to-value and increasing platform utilization. Leveraged 100% BlackLine product certifications to deliver cross-functional performance to accelerate onboarding and ROI.

Led a 100+ person (6 Direct) after-sales and customer operations organization, designing strategies for the customer lifecycle, ensuring fulfillment with requirements, product demos & technical validations, customer onboarding, HW and SaaS service delivery & implementation, SLA compliance, account management and renewals across enterprise accounts. Transformed end-to-end service operations across call centers, field service, production, and partner networks: large-scale efficiency gains in call center and field service including 30% - 73% faster response times, 20% - 60% solution time, and 37% improvement in delivery speed (2023 - 2025); increased productivity and cost efficiency through process optimization, improving output by ~40%, reducing costs by ~45%, and optimizing spare parts performance (2023 - 2025); managed customer experience and implemented service quality, CSAT, and first-time resolution rates, while achieving best-in-class service KPIs including 98% service level and low abandonment rates; strengthened partner and vendor performance through structured governance and training programs, improving certification and operational readiness by up to 88%, ensuring consistent service delivery. Partnered with strategic enterprise clients and business partners to deliver QBRs and value-based engagement, securing 100% renewal rate across key accounts. Partnered with commercial teams to develop solution proposals, including service models, support structures, and operational frameworks tailored to enterprise clients. Led cross-functional teams to enable large-scale transformation initiatives including automation, service redesign, data analytics integration, and new service offerings. Integrated service, support, and operations functions into a scalable customer success model, improving SLA compliance and service consistency. Managed a national service partner channel 70+, including new contract design, performance evaluation, service standardization, operation KPIs to ensure SLA compliance & service quality, and spare parts inventory and sales.

Led process optimization and risk management strategy across LATAM, aligning operations with ISO 9001, ISO 31000, Six Sigma, and COSO methodologies. Guaranteed 4-year ISO 9001 certification through the analysis and documentation of 200+ processes, enabling scalable and standardized operations. Assessed and improved end-to-end operational transformation initiatives throughout, improving productivity & efficiency, controls, and service delivery performance, ~$3.5M USD impact through operational improvements, risk prevention, and process optimization initiatives. Designed and implemented enterprise risk frameworks and process governance models to ensure QMS objectives aligned with corporate strategies to manage third-party relationships considering the customer lifecycle and covering all major business functions. Supported commercial negotiations with customers and vendors' contract renewals. Awarded Excellence Awards (2020 & 2023) for high-impact transformation initiatives, in end-to-end process reengineering and revenue generation.

Led a team of 7 professionals assessing governance, ethics, compliance, and risk across business operations. Designed and implemented COSO-based risk frameworks, improving operational integrity and internal controls. Identified fraud risks and implemented controls after detecting $250K+ USD exposure.

Led global operational, financial, and IT risk assessments across North America, Europe, Asia, and LATAM, supporting enterprise and government clients in highly regulated environments. Acted as part of a corporate due diligence team, evaluating newly acquired companies, assessing operational readiness, risks, and scalability, and ensuring alignment with corporate policies and governance frameworks. Conducted end-to-end evaluations across operations, finance, IT general controls, data privacy, physical security, and call center environments, ensuring compliance with regulatory and contractual standards. Assessed and validated complex enterprise and government contracts valued from multi-million to $1B+ USD, identifying operational risks, compliance gaps, and improvement opportunities under tight timelines. Led compliance reviews aligned with FCPA, HIPAA, and PCI standards, ensuring adherence to U.S. regulations and mitigating financial and reputational risk. Applied project management methodologies to evaluate operational performance, IT environments, and data center controls, ensuring scalability and service continuity.