At HubTGI, I own post-sale relationships for high-value B2B customers, with accountability for retention and expansion. I developed Mutual Value Plans and used Excel dashboards to track performance, contributing to a 12% increase in expansion revenue.
I also partner with Implementation and Product to address account risks and protect customer health. As an escalation lead, I help resolve issues while maintaining 95%+ CSAT, and collaborated on workflow changes that reduced service timelines by 10%.
At Xerox, I managed mid-market and enterprise accounts across onboarding, adoption, and retention. My Excel-backed Strategic Business Reviews helped align solution outcomes with customer KPIs and improve retention by 14%.
Earlier, I served as a post-sale contact at S&P Data Digital, coordinating onboarding and account support. At Concentrix, I led a team of 16 and introduced CSAT and feedback programs that improved customer satisfaction and reduced operational costs by 17%.
