Jun 2025 – Present · 9 mos · Abu Dhabi Emirate, United Arab Emirates · Hybrid

• I lead a 100+ member global organization of AI Partners responsible for new enterprise deployments, expansions, and turnaround programs.
• I built and scaled a deployment-strategist–driven model that replaced traditional SaaS customer success, with a direct focus on:
• Faster go-lives
• Higher deployment success probability
• Revenue realization through real adoption
• Structural churn reduction
• I own global deployment strategy and execution across complex enterprise environments.
• The mission is simple: deploy AI that runs real businesses.

Apr 2023 – May 2024 · 1 yr 1 mo

• Product Innovation: Played a key role in conceptualizing, developing, and launching the Inbox product — a Zendesk competitor — that transformed customer support automation. Successfully grew the product to $2M in revenue over 3 years.
• LLM and Chatbot Technologies: Led the integration of large language models (LLMs) and advanced chatbot technologies to provide intelligent, scalable solutions for customer support. This innovation improved automation and reduced operational costs.
• Market Fit & Customization: Worked closely with the product team to tailor solutions specifically for the Indonesian and Singaporean markets, influencing product features and roadmap prioritization based on market needs.
• Customer-Centric Product Strategy: Led customer success initiatives that resulted in higher product adoption and retention by analyzing customer feedback and iterating on product features to meet evolving customer needs.
• Stakeholder Engagement & Strategic Alignment: Partnered with business stakeholders to understand their pain points, strategic goals, and challenges in customer service, translating these into actionable product strategies and features.
• Customer Discovery & Hidden Pain Points: Conducted user interviews and product discovery sessions that focused on identifying critical user challenges, including those that stakeholders weren’t consciously aware of. Used this insight to inform product roadmap decisions and enhance the value delivered to customers.
• Data-Driven Insights: Leveraged deep data analysis to track usage patterns, identify pain points, and optimize product features. Ensured that chatbot and LLM integrations were continuously improved to maximize customer experience and business value.

Jan 2022 – Apr 2023 · 1 yr 3 mos

• Influencing Product Roadmap: Played a critical role in shaping Yellow.ai’s product offerings to align with market-specific requirements in Southeast Asia. Provided ongoing data-driven insights to inform the roadmap and ensure product-market fit.
• Innovative Market Expansion: Launched and scaled Yellow.ai’s AI-driven customer support solutions, including chatbot and LLM integrations, helping drive a 300% YoY growth and achieve 120% Net Revenue Retention (NRR).
• Cross-Functional Team Leadership: Managed a 12-member team, integrating technical solutions with business goals to ensure product success in Indonesia and Singapore.
• LLM and Chatbot Solutions: Led the development and deployment of chatbot solutions powered by LLMs, ensuring that the products delivered significant business gains, improved customer experience, and supported operational efficiency.
• Stakeholder-Centric Solutions: Engaged directly with business stakeholders to deeply understand their operational challenges and strategic priorities, ensuring that product solutions were aligned with their business goals and delivered measurable value.
• Customer Discovery & Problem Solving: Focused on uncovering latent user problems by asking the right questions during discovery sessions. Helped stakeholders realize challenges they weren't fully aware of, shaping product development and driving business value.

Feb 2021 – Feb 2022 · 1 yr

• Innovative Product Launch: Played a key role in launching the Inbox product, contributing to its success and securing $2M in revenue over three years.
• Go-To-Market Strategy: Designed and executed a go-to-market (GTM) strategy that generated $1.5M in Contract Annual Recurring Revenue (CARR) within the first year of launching Yellow.ai’s solutions in Indonesia and Singapore.
• Data-Driven Growth: Analyzed customer data and product usage trends to continuously optimize product offerings, improving customer experience and retention.
• Market Leadership: Guided Yellow.ai’s product development efforts for Southeast Asia, onboarding 100+ customers and expanding the product’s reach to markets like Hong Kong, South Korea, and Malaysia.
• LLM and Chatbot Integration: Worked with product teams to integrate chatbots and LLMs into customer support solutions, ensuring that these technologies provided tangible business benefits in terms of automation, cost savings, and customer satisfaction.
• Business Stakeholder Collaboration: Worked closely with key stakeholders in Indonesia and Singapore to understand their challenges and business goals, aligning product features and support strategies to meet their needs and drive business success.
• Customer Discovery Mastery: Led discovery sessions where I used targeted questioning to unearth both stated and unstated customer needs, ensuring the product addressed both immediate and latent pain points.

Jan 2020 – Feb 2021 · 1 yr 1 mo

Jul 2019 – Jan 2020 · 6 mos