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Laura Delo

@lauradelo

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Customer Success & Onboarding Manager at Nuvei, reducing customer escalations by 28% through cross-functional work.

United States

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At Nuvei, I serve as the primary point of contact for strategic partners and manage onboarding, portfolio work, and pricing strategies. I created role-specific training to support system adoption and work across Product, Support, and Finance to resolve customer concerns, reducing escalations by 28%.

At C.R.I, I managed a major defense institution account and led four RFPs that achieved annual savings of $4 million for newly onboarded clients. I also built a logistics platform to support client needs, after directing warehouse consolidation and process automation at the British Embassy.

Experience

Work history, roles, and key accomplishments

Current

Customer Success & Onboarding Manager

Current

Nuvei

Apr 2024 - Present (2 years 6 months)

Serve as the primary point of contact for strategic partners, ensuring seamless program management and optimizing customer success outcomes. Manage multiple high-priority projects, oversee partner onboarding, portfolio management, and pricing strategies.

Customer Success Onboarding Program Management Portfolio Management Pricing Strategy Training Stakeholder Management Cross Functional Collaboration Product Demonstrations Sales Support Analytics Process Improvement

Customer Success & Sales Account Manager

Nest DC

Feb 2021 - Apr 2024 (3 years 2 months)

Led a cross-functional team of four, achieving a 20% increase in sales and a 25% boost in lease contracts by leveraging PropTech solutions and automation tools. Managed up to 100 properties simultaneously, improving departmental efficiency by 30% and raising customer satisfaction scores by 20%.

Customer Success Sales Account Management PropTech Automation Lead Generation Conversion Rate Optimization Process Improvement Property Management Contract Negotiation Team Leadership

Strategic Customer Success & Account Manager

C.R.I

Jun 2018 - Dec 2021 (3 years 6 months)

Managed an estimated $20 Million contract for a major defense institution account by streamlining outsourced processes, resulting in four-digit savings. Led 4 RFPs and achieved cost savings of $4 million annually for newly onboarded clients.

Customer Success Account Management Contract Management RFP Cost Savings Consultative Sales Product Demonstrations Logistics Customer Relationship Management

Organizational Change & Onboarding Director

British Embassy

May 2016 - Jun 2018 (2 years 1 month)

Directed cross-functional projects to consolidate 40+ warehouses, reducing costs by $1M+ annually and optimizing supply chain management. Spearheaded process automation initiatives, cutting 40+ labor hours per month while increasing workflow efficiency.