Client Engagement Director
Directora de Engagement con Clientes
Corporate-level role leading the customer success and client engagement strategy for Auxadi — a multinational accounting, tax, payroll, and management reporting firm with presence in Spain, Portugal, Luxembourg, UK, Netherlands, Germany, France, Italy, USA, Mexico, Colombia, Chile, Peru, Brazil, Argentina, China, Hong Kong, Singapore, and UAE. Reported to VP of Business Development & Marketing with global program visibility.
Rol corporativo liderando la estrategia de customer success y engagement para Auxadi — firma multinacional de contabilidad, impuestos, nóminas y reporting de gestión con presencia en España, Portugal, Luxemburgo, UK, Países Bajos, Alemania, Francia, Italia, EE.UU., México, Colombia, Chile, Perú, Brasil, Argentina, China, Hong Kong, Singapur y EAU. Reporte directo al VP de Desarrollo de Negocios & Marketing.
- Monitored and scaled enterprise NPS and client experience programs across a multi-country client portfolio
- Monitoreé y escalé programas de NPS y experiencia de cliente en un portafolio multinacional
- Led cross-functional coordination to restore client trust and resolve service friction for at-risk accounts
- Lideré coordinación cross-funcional para restaurar la confianza y resolver fricciones en cuentas en riesgo
- Developed white-space analysis and account growth plans driving upsell across service lines
- Desarrollé análisis de espacios en blanco y planes de crecimiento de cuentas para impulsar upsell
- Implemented QBR/EBR cycles for strategic accounts, aligning service roadmap with client business objectives
- Implementé ciclos QBR/EBR para cuentas estratégicas, alineando el roadmap de servicio con los objetivos del cliente
