At the University of Cambridge’s Northwest Cambridge Development (Eddington), I designed and deployed the Customer Operations and Customer Success function for a complex development of over 1,800 units. I built the customer lifecycle process and introduced a CRM platform as the single source of truth for interactions and case management.
I created customer journey maps, onboarding programs, playbooks, and performance dashboards. These changes raised community satisfaction from 71% to 92% in 18 months, while process redesign reduced average handling time by 22%.
At Rubrik, I managed strategic partner relationships across EMEA for 40 enterprise accounts, supporting platform adoption and joint go-to-market programs. Partner engagement increased by 17% across the portfolio, and enablement resources contributed to a 20% increase in sales productivity.
Earlier, I led customer satisfaction and commercial work at AccorHotels and Veritas Technologies SAS, and managed accounts at Salesforce as an intern. I’ve also consulted for B2B SaaS clients, including implementing Zendesk Suite for a fintech operation and reducing its ticket backlog by 40% in 90 days.
