Skills & tools

About

Work preferences

Job type

Consulting, Full-time

Company size / type

Early-stage startup (0-20), Growth-stage startup (21-200), Large/multinational (200+)

Culture

Growth-stage startup (21-200)

Industries

Information Technology

Hours

EST business hours

Remote experience

USA

Salary context

Benchmarks for Customer Success · Senior (7+ yrs).

US figures from BLS OEWS 2024 + Glassdoor; India figures from US SMB offshore vendor pricing. Adjusted for the candidate's seniority.

Work experience

1. Sr. Manager, Account Management Americas · Avature

   Jan 2020 — Present

   - Led a globally dispersed team of Managers and CSMs, scaling team size by 30% annually while driving exceptional customer outcomes. - Reported directly to the COO, collaborating on strategic initiatives to drive customer success, operational…

2. Senior Strategic Account Manager · Avature

   Oct 2018 — Jan 2020

   - Managed strategic enterprise accounts, focusing on innovation and customer improvement initiatives. - Strengthened executive relationships, ensuring alignment between customer needs and product roadmap. - Collaborated with technical and…

3. Managing Partner & Director of Global Accounts · ALDENTE

   Mar 2013 — Oct 2018

   - Led business development and client relationship management, creating a new revenue stream within the biotech sector through targeted lead generation at industry events. This resulted in a 25% increase in qualified leads. - Led proposal…

Education

1. BFA · Art Institute of Atlanta
   · Graphic Design
2. — · Universidad Torcuato Di Tella

Achievements

• Led a globally dispersed team of Managers and CSMs, scaling team size by 30% annually while driving exceptional customer outcomes.
• Optimized renewal and expansion strategies, leading to increased Net Revenue Retention (NRR) and 8% growth in revenue through upsell opportunities (2023-2024).
• Designed escalation management protocols, effectively addressing critical customer issues by implementing a streamlined communication and resolution process, reducing mitigation 20% and significantly improving customer satisfaction scores.
• Spearheaded service commercialization initiatives, identifying key customer pain points and developing targeted consultancy and delivery services to address these unmet needs. Following service creation, designed and executed the go-to-market (GTM) strategy to deploy these solutions at scale. This resulted in more than 10% increase in revenue from professional services within the first year.
• Led business development and client relationship management, creating a new revenue stream within the biotech sector through targeted lead generation at industry events. This resulted in a 25% increase in qualified leads.