Experience

• This ongoing role has proven a great opportunity for me to drive exceptional results in customer success management. My robust leadership skills enable me to lead managers and team members to oversee end-to-end facets of customer adoption, expansion, and revenue gross. One of my primary tasks is to align Customer Success Management with field sales organization. I provide strategic direction to the global team for effective management of customer experience priorities. I administer regular SaaS adoption status and actions, covering growth metrics, adoption progression, and at-risk accounts for retention. I am involved in coordinating with geographic sales teams and leaders to drive service consistency and alignment with corporate direction. Here I am also responsible for delivering effective product/engineering feedback regarding adoption blockers and feature gaps in collaboration with customer experience teams. I devise a proactive Go-To Market strategy to engage potential audiences, based on buyer personas. Carry out forecasting against the annual team budget to manage expenses. Achieve and maintain a high renewal rate of Citrix premium service customers. Following are some key contributions from this role: • Directed team of 10 managers across EMEA and dotted line for adoption and renewals. • Maximized adoption in all regions and ARR. • Enhanced digital success motion using analytics by targeting customers with expansion opportunities. • Determined potential opportunities pertaining to analytics and industry products. • Improved customer satisfaction through exceptional service delivery and large accounts management. • Led field programs, covering regular operational cadence and training to meet set goals and process consistency in line with peer geo teams. Show less



• While serving as an EMEA Senior Director of Technical Support and Ireland Site Lead, I developed and leveraged inclusive field insights. Here I was accountable for streamlining daily operations by liaising with frontline, escalation, development A, and project teams. Contributed to seamless regional implementation of tools, including Salesforce, Tableau, and Genesys. I enabled the successful execution of key support projects such as Kepner Tregoe, TSIA, and Citrix Cloud along with knowledge transfer of new products/acquisitions. Another role was EMEA TS Functional Lead in products/engineering where I enhanced product quality and roadmap. Organized and led weekly management meetings with customer success, products, engineering, and sales. I meditated for C-Level customer meetings and escalation point for all customers and sales. Served as Site Leader of Citrix Systems Ireland. Some selected achievements from this tenure are mentioned below: • Boosted NPS while acting as EMEA Technical Support Director. • Reduced Abandon rate by optimizing chat and restructuring staff scheduling. • Increased First Day Resolution (FDR) through the initiation of KT across all teams. • Contributed to grow team population by 50% and consistently monitor KPIs. • Oversaw team of managers in Technical Support across Dublin • Tracked EMEA KPIs, covering NPS, TTC, ASA, ABN rate, and cases closed per engineer Show less