Senior Leader Customer Experience (Tech Support and Customer Success)

Major contributor in the redesign and implementation of both Customer and Employee Journeys with the objectives of improving Advocacy, Retention, Growth, and reduction of Effort both on customer’s and employee’s end.
Collaboratively gained the buy-in of Sales and Implementation in shifting tech team from transactional to proactive support (Team of Experts).
Drove the reduction of inbound call volume through proactive support and helped the Sales team in reducing churn that translated to increase in Net Retention.