As a member of the Customer Experience (CX) and Insights Leadership Team, I had full responsibility for the design, implementation and management of the Global Risk Management, Strategic Escalations and Governance programs. Designed, implemented, and managed Global Risk Management, Strategic Escalations, and Governance programs, emphasizing operational excellence. Pioneered the "Account Save and Growth" program, focusing on customer satisfaction, risk mitigation, and growth opportunities. Collaborated with top-tier customers to create tailored strategic account plans, enhancing communication and alignment on business objectives. Introduced data-driven models for customer health scoring, driving effective customer prioritization. Established a CX Governance Council for cross-functional collaboration and meeting retention goals.

Formulated and executed strategies to drive enterprise customers' successful outcomes. Achieved a remarkable 65% increase in SaaS/Cloud product adoption for a portfolio exceeding $30M ARR. Managed relationships at both executive and manager levels, showcasing effective communication. Led collaborative efforts across internal teams for proactive and reactive success planning. Identified and pursued cross-sell and up-sell opportunities while conducting Executive Business Reviews.

Built and led company-wide programs for critical situation management, emphasizing operational excellence. Coordinated cross-functional teams for rapid issue resolution, enhancing cross-functional collaboration. Launched proactive engagement models for at-risk customers during high-impact periods, showcasing problem-solving skills. Developed strategic proactive and reactive success plans for corporate acquisitions, emphasizing change management. Implemented product and process feedback loops for continuous improvement, fostering innovation. Provided training to enhance crisis management and engagement skills, demonstrating leadership capabilities.

Established a Critical Accounts and Strategic Escalations Program to resolve impactful situations, emphasizing operational excellence. Conducted executive-level critical customer escalation meetings, showcasing strong communication. Expedited issue resolution and conducted post-event analysis, focusing on problem-solving. Ensured long-term relationship sustainability, fostering collaboration.

Managed highly escalated accounts and utilized customer analytics to identify at-risk customers. Provided proactive and reactive account management for strategic cloud customers. Cultivated trust with key decision-makers to boost satisfaction and reduce attrition risk, emphasizing communication and change management.

Drove technical success for portfolio of enterprise SaaS CRM customers. Became trusted technical advisor and ensured they received top value for investment in Salesforce.com. Partnered effectively with all levels of personnel across organizations.

Providing the highest level of customer escalation management for Oracle Global Support Services.

Overall responsibility for developing effective communication plans and long-term relationships with Siebel’s largest and most important customers to ensure 100% success within the Technical Support operation.

A critical role in ensuring the successful adoption, use, and satisfaction of customers by acting as a bridge between the customer and Oracle, advocating for the customer's needs, and helping them achieve them achieve their business objectives.