Jan 2026 – Present · 5 mos

• Driving product excellence within the Growth team by enabling "automation, API integrations, and scalable solutions" aligned with client growth needs. Acting as a "bridge between clients and Product/Engineering", translating business requirements into reliable, execution-ready product outcomes. Focused on improving system efficiency, reducing manual effort, and supporting sustainable client and company growth.

Feb 2024 – Present · 2 yrs 4 mos

• > Build and maintain strong relationships with key stakeholders within client organizations, decision-makers, and end-users.
• > Collaborate with clients to understand their business goals, challenges, and opportunities, and develop strategic plans to help them achieve success with the company's products or services.
• > Ensure smooth onboarding and implementation processes for new clients, working closely with internal teams to address any technical or logistical issues and set clear expectations.
• > Monitor the health and satisfaction of client accounts, tracking key metrics such as usage, adoption, and satisfaction, and proactively identify and address any issues or risks.
• > Serve as the primary advocate for clients within the company, representing their interests and needs to internal teams such as product development, sales, and support.
• > Help clients derive maximum value from the company's products or services by providing ongoing guidance, training, and support, and identifying opportunities for optimization and improvement.
• > Drive contract renewals and identify opportunities for account expansion or upselling additional products or services based on the client's evolving needs and usage patterns.
• > Gather feedback from clients through surveys, interviews, and other channels, and use that feedback to inform product development, marketing strategies, and overall customer experience initiatives.
• > Serve as a point of contact for client escalations and ensure timely resolution of issues by coordinating with internal teams and resources as needed.
• > Provide regular reports and updates to internal stakeholders, including senior management, on the health and status of client accounts, as well as key achievements, challenges, and opportunities.
• > Work closely with cross-functional teams such as sales, marketing, product development, and support to ensure alignment and coordination in delivering value to clients and driving overall customer success.

Jun 2023 – Feb 2024 · 8 mos

• Guide new customers through the onboarding process, helping them set up accounts, understand product features, and achieve their initial goals.
• Develop strong relationships with customers by being a trusted advisor, understanding their business objectives, and providing personalized support.
• Conduct training sessions, webinars, or workshops to educate customers on best practices, new features, and industry trends to maximize product usage and ROI.
• Anticipate and address customer needs and issues before they arise, offering proactive solutions and recommendations.
• Act as the voice of the customer within the company, advocating for their needs and feedback to relevant teams such as product development and marketing.
• Manage customer accounts, including tracking usage metrics, identifying upsell or cross-sell opportunities, and renewing subscriptions or contracts.
• Assist customers with technical issues or challenges they encounter, coordinating with internal teams or escalating to higher support tiers when necessary.
• Monitor customer health metrics, such as satisfaction scores, usage patterns, and renewal rates, and take appropriate actions to ensure customer success and retention.
• Gather feedback from customers through surveys, interviews, or other channels, and use that feedback to drive product improvements and enhance the overall customer experience.
• Work towards renewing customer contracts or subscriptions and identify opportunities for account expansion or upselling additional products or services.
• Maintain accurate records of customer interactions, feedback, and outcomes, and provide regular reports to management on customer success metrics and initiatives.

Oct 2022 – Jun 2023 · 8 mos