I am a Customer Success and Implementation professional with over two years of experience supporting enterprise AI and SaaS customers. I specialize in guiding clients through onboarding, adoption, solution delivery, and post-sales success.
I have managed enterprise accounts including Heineken, Diageo, Monster, Constellation Brands, and Andavi, maintaining zero account churn. My work focuses on building strong stakeholder relationships, improving account health, and accelerating time to value.
I collaborate closely with ML, QA, product, and data teams to translate customer requirements into actionable delivery plans. I am experienced in managing SLAs, coordinating UAT, resolving escalations, and ensuring projects stay aligned with business outcomes.
I have improved annotation and QA workflows, reducing turnaround time by 50% and rework cycles by 30%. I also create client-facing SOPs, onboarding documentation, and account health records that support continuity and audit readiness.
I bring a structured, customer-focused approach to implementation and delivery. I am skilled in Salesforce CRM, Jira, Notion, Tableau, Excel, and Trello, with a strong interest in enterprise SaaS, AI delivery, and customer success operations.
Completed end-to-end platform training and solution design for NAVEX's integrated risk and compliance management suite, with a focus on multi-tenant enterprise configurations.
Learned product configuration, customer training, and implementation frameworks used to guide B2B clients from kickoff through go-live. Trained on virtual customer delivery standards, product demonstration modules, and time-to-value acceleration practices.
Owned post-sales success for five enterprise accounts: Heineken, Diageo, Monster, Constellation Brands, and Andavi. Supported onboarding, adoption, escalations, and delivery alignment while maintaining zero account churn and delivering 100% of datasets on time through SLA compliance.
Gathered stakeholder requirements and converted them into execution plans for ML, QA, and data teams. Led escalation and RCA workflows, redesigned annotation and QA processes to reduce turnaround time by 50% and rework by 30%, and maintained onboarding documentation, client-facing SOPs, and account health records in Jira and Notion.
Managed stakeholder expectations for AI delivery projects supporting Amazon and Adobe. Communicated progress, risks, and resolutions to help maintain uninterrupted delivery pipelines.
Collaborated with ML engineers, QA leads, and data teams to identify and resolve dataset inconsistencies. Helped protect data integrity for enterprise model development through effective cross-functional coordination.
B.Sc., Information Technology
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