Tsuki Romero - Associate Director of Operations, NJSBDC

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Work Background

NJSBDC at NJCU School of BusinessAssociate Director of Operations

Sep. 2023Jersey City, New Jersey, United States

CTD GroupCo-Founder and Managing Director

Jan. 2023New Jersey, United States

ServiceTitanDirector, Corporate Customer Success Management (SMB)

Oct. 2021 - Oct. 2022

KeepTruckinSenior Manager, Customer Success SMB

Sep. 2020 - Oct. 2021San Francisco Bay AreaLed the Customer Success team for the small/mid-size business segment at KeepTruckin – an AI-fueled and venture-backed fleet management business. Together we are responsible for day-to-day oversight of 90k+ customer relationships including monitoring customer health, driving retention and improving customer lifetime value. We accomplish this by: - Leveraging data and analytics to monitor the health of our customer base with an eye towards reducing churn and identifying new ideas for the firm’s product roadmap - Partnering with Sales and Go-To-Market teams to craft renewal strategies and experiment with win-back campaigns - Collaborating with Product Management/Engineering/Data Science to identify and implement product enhancements that improve customer satisfaction