Kristian Rosales

Led overall management and leadership across customer onboarding, training, implementation, retention, and support. Designed and implemented a risk and retention process to proactively address churn and enhance customer satisfaction.

Led the Retention team for EMEA and North America in the Scale segment, maintaining MRR retention targets and ticket service levels. Managed operational processes, workflows, customer trends, and project rollouts to mitigate churn risk and ensure timely renewals.

Responsible for product and process enablement for the Customer Success department, including systems, processes, and deployment of new technologies. Co-owned the migration from HubSpot to Salesforce and to Zendesk as the main ticketing system.

Managed a portfolio of global clients, ensuring customer happiness, seamless transition from sales and onboarding, product adoption, and referenceability. Delivered a consultative, value-driven approach to attain customer success and value realization.

Managed Enterprise and VIP accounts, delivering business service and relationship management, expanding footprint within organizations, and overseeing pipeline and sales forecasts. Led the Enterprise North America segment across Account Management, Renewals, and Customer Success.

Managed a portfolio of Australian businesses in the medium enterprises space, fostering client relationships and increasing corporate card business users' annual charge volume. Identified opportunities in clients' financial processes where Amex solutions would fit.

Facilitated timely client renewal and retention, and grew a pipeline of upsell business within assigned customer base. Prepared and conducted presentations, working closely with professional services to implement customer-specific business solutions.

Bachelor of Science in Electronics and Communication Engineering from the Polytechnic University of the Philippines, completed from 2001 to 2006.