As the Head of Technical Account Management at Multiverse, I established and led a critical new function within the organization. I set the strategy, vision, and performance metrics that guided the team’s efforts, collaborating closely with Customer Success, Sales, Product and Tech teams to deliver seamless and exceptional customer experiences. My role involved not only building and managing a team that became the cornerstone of our SaaS-ready Customer Success operations, but also driving initiatives that directly contributed to an ambitious revenue target of $44 million in the first quarter. My team developed and implemented strategies to swiftly resolve client issues, identified recurring challenges, and partnered with product teams to enhance processes and solutions. By balancing both reactive and proactive approaches, we played a key role in improving net revenue retention, focusing on customer retention and growth. This experience honed my leadership, project management, and strategic thinking skills, making me exceptionally well-suited for projects centered on customer onboarding, setting performance metrics, streamlining processes, and managing cross-functional initiatives.More...