IQVIA

As the Associate Director of Customer Success at IQVIA, I lead our high-profile government accounts, ensuring they achieve their business objectives through our advanced technological solutions. I also head new initiatives aimed at enhancing the efficiency and effectiveness of the Customer Success Team, promoting a culture of continuous improvement and customer-centric innovation

•	Building and maintaining long-term relationships with 6 of the company’s top 7 governmental clients ensuring sustained business growth 
•	Designing and implementing internal processes and initiatives to foster a client-centric culture across all teams, ensuring a unified approach to delivering exceptional client service and satisfaction
•	Developing new frameworks for the Customer Success Team to enhance operational efficiency and drive greater client success
•	Strategically identifying and aligning new leads with the Sales Team for all accounts, facilitating effective upselling and cross-selling opportunities
•	Overseeing the daily activities of several Customer Success Managers and serving as the primary escalation point when necessary
•	Leading the alignment of various internal teams to enhance product offerings, acting as the 'voice of the customer' to increase customer adoption and significantly reduce churn

Associate Director, Customer Success

As a Customer Success Manager at IQVIA, I was driving a portfolio of accounts, enabling them to achieve their business goals by using our technological solutions, with the objective of ensuring client retention, loyalty and business growth

•	Built and maintained long-term relationships with a dozen private accounts ensuring sustained business growth 
•	Strategically identified and generated new leads for the Sales Team, enabling effective upselling and cross selling that is resulting in an average account growth of 20% per year
•	Achieved 100% client satisfaction score
•	Developed tailored strategies with clients, ensuring their goals and objectives were successfully met through our product offering, leading to enhanced client satisfaction and goal achievement
•	Advised clients on best practices, to maximize product adoption, enhance user experience, and achieve superior results, contributing to improved customer satisfaction and outcomes
•	Developed trust and client satisfaction with all clients to guarantee client retention, referenceable clients and long-term loyalty
•	Analyzed client usage to gain a deep understanding of their business needs and potential challenges, enabling the delivery of tailored solutions and proactive support
•	Aligned the product roadmaps with clients, providing strategic guidance on how they can further benefit from our products

Customer Success Manager

Baker Hughes, a GE company

•	Developed a strategy that allowed the audit process to be more efficient which resulted in finishing the audit in half the time compared to previous years
•	Created Slow Moving and Obsolete Inventory, Net Realizable Value testing, and Purchasing reports using SAP for inventory requests made by Deloitte on US GAAP and US SEC requirements
•	Extensively analyzed big data in order to establish current market trends and provide informative reporting material for future strategic planning
•	Evaluated, resolved and justified any auditing questions Deloitte auditors may have

Internal Audit

Industry Intelligence Inc.

•	Conducted market research of different industries, identified gaps, and areas of growth to bring valuable and useful data for the clients to maximize client satisfaction
•	Identifies new potential clients and industries to penetrate which were shared results with the sales team

•	Improved productivity by 90% by negotiating with content providers in order to reduce overall expenditure and increase the amount of valuable data delivered to clients
•	Responsible for the day to day activities of the data team in gathering and maintaining the data in key industries
•	Constant discussion with clients to understand their needs and wants to ensure the service is valuable to clients
•	Recreated the data monitors on the website to enhance user experience and grab the attention of non-subscribers to our data for potential signing to our service
•	Tracked the financial performance of 500 industry leading companies, and 850 economic data series such as countries’ GDP and inflation

Data Analyst Manager

- Created database of top companies’ financials in the industries covered (Forest Products, Real Estate)
- Studied information about financial metrics that are most valuable to analysts to add to the service
- Standardized all financial data, to enable better decision making for clients
- Calculated and uploaded financial data for top companies in the industries covered
- Uploaded conference call transcripts and convert them to the company standards

Financial Data Analyst

BMW Group

- Coordinated between the different groups and South Bay BMW for all needed information, promotional material, communication and car display
- Managed all dealer related activities on day of event to ensure the correct positioning of marketing collateral and ultimately guarantee the smooth running of the activities

Dealer Relations

Food and Drug Company

- Involved in the different departments of the company namely Marketing, Operations, Human Resources, and IT
- Marketing: Visited different retail stores to make sure display of products is appropriate to customers.
- Operations: Analyzed how competitors display products, at what price they sold products and compared them to FDC’s strategy
- Human Resources: Interviewed applicants, analyzed all interviews to discuss potential hiring, and dealt with payroll
- IT: Learned how to help employees with computer and software problems

Rotational Intern

Pacific Western Bank

- Involved with different departments within the bank namely Credit department and IT
- Created a database of all clients to provide easier search for specific employees
- Made sure all signature cards of clients were properly organized and complete

Intern

At the forefront of IQVIA's client services, my expertise in customer success has catalyzed a 20% growth in Middle Eastern accounts and the successful onboarding of key governmental clients. My focus is on nurturing strategic relationships, enhancing solution adoption, and driving customer satisfaction to new heights.

My role involves developing best practices and workflow designs to optimize client outcomes. With a rich background in customer success management, I embed trust and satisfaction across various client levels, ensuring our engagements translate into tangible success for both our clients and IQVIA.

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