Zero churn over 4 years.
Over $400k new monthly revenue generated 2021.
Managing the global accounts and regional CSMs in EMEA and APAC for multiple global investment banks.
Quarterly business review generation and presentation to clients, presenting operational performances as well as introduction to new services that can further enhance customer experience.
Goldman Sachs
Deutsche Bank
Credit Suisse
Virtu Financial
American Express
Jefferies International
E*Trade
Interactive Brokers
Liquidnet / Tullet Prebon
Customer Relations | Executive-Level Leadership | New Business Development
Highly adept Customer Success and Account Management Executive with 20+ years repeated success in technology management, sales, and business development. Demonstrated expertise managing high-profile corporate, educational, and government accounts to bolster company sales-revenue through adoption and expansion of products. Proven forerunner in customer success with experience in establishing and cultivating relationships with executives and decision makers at clients and strategic partners. Manage, retain and grow business in a client dossier of over 30 million in annual revenue within the region and well over 100 million globally.
Customer Success Manager for Equinix, Inc, a Fortune 500 multinational corporation focused on global digital infrastructure and ecosystems. Responsible for managing the on-going customer service relationship and serves as the primary point of contact through the customer lifecycle, acting as a strong customer advocate responsible for the overall satisfaction of customers that consist of tier-one global investment banks.
▪ Map the customer journey and lifecycle: trial, onboarding, expansion, and retention. Roadmap customer success milestones gauging performance using leading / lagging indicators as well as NPS scores.
▪ Manage daily high touch, low touch and technical/automated contact for clients.
▪ Work with the Pre-sales, Project and Sales Teams to facilitate a seamless Customer on-boarding process, ensuring a smooth ‘go live’ and introduction for the customer from the outset
▪ Support Account Managers with customer renewals, proactively identifying and prioritizing resources and effort according to perceived risk, potential growth, strategic value and renewal timeframe.
▪ Closely monitor adoption rates of assigned Accounts; providing insight to Customers. Feed this back to the Sales and Marketing Teams.
▪ Maintain monthly MRR while driving negative churn to through expansion.
▪ Built relationships with C-Level / VP-Level Executives at all client firms, ensuring open lines of communication for feedback and renewals/upsells.
▪ Drive product adoption by emphasizing features that unlock value and lead to higher renewal rates.
▪ Contribute to the development of company goals, growth and profitability targets by being an active member of the Equinix culture.
▪ Secured renewal rates in excess of 100% through superior customer service, establishing customer success criteria (KPI’s); actively seek and pursue business aligned opportunities to develop stronger client relationships, manage risk, and boost account value.
▪ Develop and present quality presentations involving on-boarding, project performance as well as product upselling and cross-selling solutions aligned with Customer goals.