At Intrado, I managed a B2B portfolio that grew from 600+ accounts to 35 strategic mid-market accounts. I retained every account with zero churn and recovered two at-risk customers through escalation management, root-cause analysis with technical teams, and customer-agreed action plans.
I led quarterly business reviews with customers, covering service performance, open commitments, and risks. I also worked with Sales, Support, and Product on onboarding handoffs, customer feedback, and expansion signals.
At Certn, I managed SMB clients across onboarding, adoption, and retention, configuring each new client’s application to match their branding and workflows. Earlier, I supported clients with product questions and troubleshooting, building product knowledge I later used in customer success.
Today at AIMOPS, I own the client relationship for SMB clients, from requirements through delivery and follow-up. I build websites, run Google Ads and Meta Ads with GA4 tracking, and automate workflows using Make connected to HubSpot.
