Led 2 major OEM transformation initiatives for an automotive data business:
Phase 1: B2B Sales Transformation
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Optimized end-to-end sales processes and developed a Target Operating Model (TOM) to enhance scalability and efficiency.
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Designed a Customer Lifecycle Management Framework, integrating key phases across the full sales funnel.
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Established an E2E process integration blueprint and implemented JIRA-based project management for monitoring and execution.
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Ensured timely implementation, progress tracking, and iteration based on impact analysis.
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Standardized documentation and embedded optimized processes into daily sales operations across the organization.
Phase 2: Setup Customer Success Team
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Designed and implemented customer management processes, focusing on Success to Retention, Retention to Expansion, and Expansion to Advocacy.
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Led multi-stage workshops to define phase structures, assess current state, and develop the target vision.
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Defined and executed key transformation measures, ensuring seamless role integration and operational efficiency.
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Ensured end-to-end process continuity, aligning Customer Success functions with broader business objectives.
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Enhanced process efficiency through tool integration and automation, coupled with structured training for the sales organization.