Client Lifecycle Ownership: Owned end-to-end customer lifecycle for global accounts, ensuring seamless onboarding, adoption, and retention. Success Plan Development: Built structured Customer Success Plans aligned with client goals and tracked progress through defined KPIs. Onboarding Leadership: Designed onboarding workflows for 60+ international sites, improving time-to-value and service clarity. Stakeholder & C-Level Management: Acted as primary post-sales contact, facilitating strategic alignment and conducting quarterly business reviews. Risk & Escalation Management: Identified at-risk accounts early and executed recovery plans that contributed to a 4.9/5.0 CSAT score. Revenue Expansion: Supported renewals and upsell/cross-sell opportunities with data-backed ROI, boosting account revenue. Process Optimization & SOP Creation: Developed global SOPs and service playbooks that standardized support, escalations, and delivery consistency. Operational Leadership: Built and coordinated a 60+ consultant support operation across 60 countries, increasing resolution from 70% → 96%. Budget Ownership: Managed project P&L, reallocating resources to double profit within seven months.

Partner Relationship Management: Maintained strong relationships with 13 external gaming partners, ensuring alignment with KPIs and satisfaction. Operational Planning: Directed release operations for 13 game products, coordinating development, marketing, and external partners. Risk Mitigation: Implemented a 3-week QA framework ensuring 100% on-time launches across platforms. Cross-Functional Leadership: Led 20+ contributors across tech, marketing, and logistics to deliver high-quality releases. Data-Driven Insights: Leveraged Amplitude and AppFlyer to monitor product performance and optimize post-launch success.

Customer Journey & Onboarding Support: Designed onboarding and educational assets that improved user adoption and ongoing engagement. Content Strategy Leadership: Directed inbound marketing campaigns, aligning messaging with customer needs and personas. Process Optimization: Streamlined asset production workflows, improving clarity, delivery speed, and feedback cycles. Analytics & Asset Management: Structured content libraries and implemented version control processes, improving team reliability. Impactful Campaign Delivery: Coordinated digital campaigns that doubled client engagement during COP25 climate event.

Account Ownership: Managed a portfolio of B2B manufacturing and retail clients, serving as their primary Customer Success contact. Retention & Renewal Management: Led renewal conversations, aligning terms with client goals while protecting service value. Upsell & Expansion Identification: Analyzed customer usage and proposed tailored solutions that improved adoption and increased revenue. Issue Resolution & Cross-Team Coordination: Aligned suppliers and internal teams to resolve delivery and service issues, strengthening long-term relationships. Performance Insights: Used customer data to identify trends, anticipate needs, and optimize operational workflows.