Suad Ozgun

Experience

• 

  HSBC

  Jun 2015 - Sept 2015

  Analyst Intern, Risk Department
• 

  ENERGY PETROLEUM PRODUCTS MARKETING INC.

  Aug 2016 - Nov 2016

  Intern, Marketing
• 

  Zuzima

  Dec 2016 - Jan 2020

  Co-Founder
• 

  Insider.

  Jul 2018 - now

  - Heading the Latin America Partner Success Department (Brazil, Mexico, Colombia, South Cone)- Providing strategic direction to the team proactively on a daily basis to accurately assess the gaps and opportunities in accounts and navigate strategies and solutions necessary to ensure partner retention, account expansion, and contract renewal to secure company Net Revenue Realization - Hiring and team building- Guiding Partner Success team members on their career and personal development to ensure team growth and retention- Providing constant feedback to the team on market trends, unmet needs, and opportunities to create a bigger impact on our partnership with our client- Establishing a trusted adviser relationship that ensures our customer's overall satisfaction with our services and technology- Planning strategies to help the customers meet their objectives, prioritizing and driving resolution on escalated customer issues- Monitoring and facilitating the customer's adoption of our technology- As part of the managerial team, working closely with our global enablement teams to ensure that we are rolling out initiatives that are in line with company-level OKRs and giving active feedback on the strategic direction of the company, particularly in the key metrics of partner satisfaction, retention, expansion, and growth Show less - Owning C-level relationships together with stakeholder reports- Discovering strategic needs and direction of the customers, setting goals and objectives with a customer that will enable the teams to drive business impact- Analyzing stakeholder mapping and setting overall strategy to capture the right frequency in touchpoints- Taking ownership of renewal success and strategy to achieve key commercial/contractual targets- Upselling and cross-selling by initiating opportunities with the right product and the right contact- Owning commercial targets regarding gross margin, collection package raise, and service level adjustments in existing customer portfolio- Ensuring Customer Success realization achieved and recognized across key stakeholders and reaching NPS targets ensuring the best customer experience and success recognition- Achieving customer advocacy goals with the marketing team with success stories, testimonials, and so on- Monitoring market trends and industry analysis to nurture key stakeholders aligned with Insider Product and Strategic Roadmap execution- Competency in sales methodologies such as Value Selling, Challenger Selling, Spin Selling Show less - Driving adoption and retention- Building relationships with the customers and ensuring the services they need are provided to receive maximum impact- Being primarily responsible of orchestrating all efforts to keep adoption and usage high with driving value recognition- Providing best use cases according to the partner, helping them with panel usage, training new partners, being a consultant to use our products in the best way according to the partners' needs,- Being responsible for gross retention, CSAT, health score and lock-in score of the partners and taking proactive actions to make improvements on these metrics- Working closely with development and product management teams to support technical Show less

  • Director of Client Success & Growth, North America

    May 2024 - now

  • Partner

    Jul 2021 - now

  • Director of Client Success - United States

    Jul 2023 - May 2024

  • Head of Accounts - Latin America

    Jun 2021 - Jul 2023

  • Senior Strategic Account Manager - LATAM

    Mar 2021 - Jun 2021

  • Strategic Account Manager - Turkey

    Apr 2019 - Mar 2021

  • Operational Account Manager

    Jul 2018 - Apr 2019