Customer Success for a Global Enterprise

Upon joining the start-up Luum, I took the helm of a six-member customer success team, responsible for overseeing a top global enterprise's intricate employee commuter and parking initiatives that accounted for the majority of the revenue at the start-up. These initiatives were part of a complex suite of enterprise programs aimed at efficiently managing a large-scale, nationwide employee network using Amazon's tax-advantaged commuter benefits. The project involved liaising with multiple departments at Amazon, including Facilities, Finance, HR, and Legal.

My primary objective was to cultivate meaningful relationships with the customer, deeply understand their specific needs, and create a project management framework that resonated with Amazon's internal culture and decision-making processes. The ultimate goal was to drive product adoption and elevate customer satisfaction.

To accomplish this, I engaged in a series of interviews and workshops with the customer to gain insights into their needs and challenges. Armed with this knowledge, my team and I developed a project management framework tailored to Amazon's organizational culture. We further streamlined our operations by implementing Salesforce CRM and integrating it with Smartsheet, enhancing team productivity.

The outcome was significant. I expanded the sales-qualified project pipeline by 120%, amounting to a multi-million dollar valuation, and successfully scaled the project management organization to implement these projects. This achievement not only underscored my capability to manage complex technological environments but also highlighted my dedication to fostering customer success through strategic relationship management.