Loulou Fortunato
Sydney,NSW
Summary
Results-driven senior leader with extensive experience optimizing project delivery and teams to maximize ROI and foster strategic engagement. Skilled in formulating plans to ensure customer success and growth aligned with strategic goals, identifying upsell opportunities, and mitigating risks for renewals. Excel at maintaining customer satisfaction, strategic account planning, proactive client communication, issue remediation, and performance assessment. Provide training and coaching to direct and cross-functional teams, supporting various strategies to recommend solutions that align with corporate priorities. Trusted advisor for customers while balancing corporate goals, committed to a collaborative environment grounded in professionalism, integrity, passion, and accountability.
Overview
30
30
years of professional experience
1
1
Certification
Work History
VP Customer Experience APAC
Brandwatch
10.2023 - Current
- Company Overview: part of Cision – a Platinum Equity SaaS tech portfolio company
- Work directly with the Global SVP to support retention and expansion of APAC portfolio and partners, including social networks, agencies and brands
- Led and worked with cross-functional teams for the successful completion of strategic projects, resulting in increased efficiency and value led client satisfaction.
- Negotiated high-value contracts that maximized profitability while mitigating risks for the organization for largest value accounts.
- Leveraged technology to automate workflows and streamline processes, resulting in increased productivity and cost savings across the organization.
- Developed new revenue streams by identifying growth opportunities and forging strategic partnerships with key industry players.
- Championed talent development programs, promoting employee engagement and retention while enhancing overall workforce capabilities.
- Cultivated strong relationships with key stakeholders, C-level executives, customers, strategic partners, regulators, and community leaders to promote collaboration and long-term success.
- Implemented advanced data analytics tools to drive data-driven decision-making across all levels of the organization, leading to better business outcomes.
- Ideated, implemented and executed programs of work, leveraging data to optimise Moments that Matter which included Kick off calls, Mid Year Reviews, QBRs, ACIs, Value Realisation an Renewals
- Optimising handover process to align sales teams (AEs) with post sales teams including CSMs, AMs, Onboarding specialists and services teams
- Reviewing and restructuring the onboarding process to ensure key KPIs were met with client and the CSMs
- Upskilled CS and AM teams to understand how to tailor and drive value driven touchpoints throughout lifecycle of the customer using data to track KPIs such as Health Scores, Multithreading, Adoption and Engagement
- Spearheaded organizational restructuring initiatives, streamlining operations and reducing overhead costs.
Customer Success Director APAC
Brandwatch
06.2022 - 09.2023
- Increased Gross Retention from 62% to 88% in less than 12 months.
- Increased Net Retention (upsells ad expansions) from 88% to 130% to date.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Regional lead as part of global program in facilitating the setup, implementation and migration of Digital services hub for the Growth sector.
- Setup segmentation and structure of client facing teams across focus markets (Enterprise/Midmarket and Growth).
- Worked with global leads to implement CS, onboarding and services technology platforms to centralise and optimise workflows for APAC and Japan.
- Involved in multiple successful regional restructures to support mergers.
- Built strong cross functional stakeholder relationships and projects to support customer retention and growth initiatives where there were functional gaps in market.
- Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
- Spearheaded successful product launches that resulted in increased brand visibility and customer acquisition.
- Ideated, implemented and executed programs of work, leveraging data to optimise customer lifecycle touchpoints and KPIs.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Optimising handover process to align sales teams with post sales teams including CSMs, AMs, Onboarding specialists and Services teams.
- Reviewing and restructuring the onboarding process to ensure key KPIs were met with client and the CSMs.
- Upskilled CS and AM teams to understand how to tailor and drive value driven touchpoints throughout lifecycle of the customer using data to track KPIs such as Health Scores, Multithreading, Adoption and Engagement.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
ENTERPRISE CUSTOMER SUCCESS LEAD
Emplifi
05.2021 - 06.2022
- Work directly with the VP Asia Pacific and Japan to support retention and expansion of all SaaS solutions to all regional Enterprise and Strategic clients.
- Support and take the lead in increasing in Retention and Net Retention numbers across the portfolio and leverage data and insights to build out account cadence, success plans and solutions to deliver value.
- Increased Retention from 65% to 98% in less than 6 months. Increased Net Retention from 79% to 146% to date
- Worked with and finalised 8 customer success stories across various solutions in ANZ
- Improved cross collaboration workflow processes for strategic / global accounts across all organisation locations
- Top 10% globally of CX Club – learning, presenting and pitching of new CX solutions as a result of 3 M&As including Go Instore, Astute and iPerceptions
- Self-motivated, with a strong sense of personal responsibility.
DIRECTOR PARTNER ENGAGEMENT
ParSec Pacific
04.2020 - 04.2021
- Work directly with the GM to spearhead business growth and implementation of Go-To-Market (GTM) expansion strategies while supporting programmes and project management proposals that cover infrastructure, cloud services, security, FinOps, and networking.
- Work on GTM for new DMP digital platforms for retail brands.
- Expand Channel partnerships and strategies to support business goals.
SENIOR CLIENT STRATEGY DIRECTOR – APAC
Mediaocean
02.2019 - 12.2019
- Reported directly to the Global CCO with accountability for Enterprise Account Managers and Customer Success teams while overseeing the overall health, retention, and growth of all existing and new accounts across 20 countries in APAC.
- Partnered with internal teams, clients, and third-party technology partners to implement global cross media SaaS digital software platforms for the APAC market and supported the localisation and modification required to cater to regional requirements, resulting in US$3M+ ARR growth p/a with a gross projection of US$25M+.
- Led efforts to expand market share by identifying new business opportunities and developing targeted sales strategies that resulted in increased revenue generation.
- Applied expertise in Salesforce, Zendesk, SQL, Jira and internal platforms to improve and automate revenue reporting, client analytics, lead generation, forecasting, and performance reporting.
- Managed multidisciplinary projects from inception to completion, ensuring timely delivery within scope and budget constraints.
- Collaborate with product and marketing team to prepare localisation of all Demonstration, Marketing and Training collateral for ANZ, China and Asia.
- Key point of contact for all SoW creation and execution of 3rd party integrations (via APIs) with vendors such as Deltek, SAP, Netsuite, Microsoft Dynamics, Salesforce, Tableau, Facebook, Google, Mavenlink, Wrike, Workfront, Jira, Trello and Admation
- Coordinated annual product roadmap workshops in liaison with key accounts and presented strategies to senior stakeholders locally and regionally.
- Managed customer success account plans, CSD matrix, utilisation metrics, complex hierarchy and relationship mapping and QBRs with C-level stakeholders.
- § Responsible for commercial documents, contracts, and sales orders for one-off and recurring subscription licensing and services.
CUSTOMER SUCCESS MANAGER - APAC
Mediaocean
03.2017 - 01.2019
- Company Overview: Vista Equity owned – A SaaS technology company with $140Bn+ in global budgets, 800+ employees, and operating in 14 countries.
- Reported to the Global Chief Client Officer with responsibility for creating Client Account teams, reorganising staff to align with global practices, and ensuring effective mapping and management of key accounts, engagement, and relationships.
- Vista Equity owned – A SaaS technology company with $140Bn+ in global budgets, 800+ employees, and operating in 14 countries.
CUSTOMER SUCCESS MANAGER - ANZ
Mediaocean
02.2012 - 02.2017
- Company Overview: Vista Equity owned – A SaaS technology company with $140Bn+ in global budgets, 800+ employees, and operating in 14 countries.
- Reported to the Client Services Director while managing customers’ sales journey and ensuring teams were educated on the correct customer/business configurations for successful post-implementation support of provided solutions.
- Vista Equity owned – A SaaS technology company with $140Bn+ in global budgets, 800+ employees, and operating in 14 countries.
Account Manager
Mediaocean
01.2005 - 01.2012
- Company Overview: Formerly BCC Adsystems
- Formerly BCC Adsystems
Management Accountant
M&C Saatchi
01.2000 - 12.2004
Customer Service Rep & Accountant
Universal Music
01.1996 - 12.1998
Education
BACHELOR OF COMMERCE (BCOM) - MAJOR IN ACCOUNTING
The University of New South Wales (UNSW)
PROGRAMME - DIGITAL MARKETING & STRATEGY
RMIT University
07.2025
Skills
- Strategic Management & Planning
- Customer Relationship Management
- Account Portfolio Management
- Customer Success, Experience & Satisfaction
- Sales & Business Development
- SaaS / B2B
- Partnerships and affiliations
- Project management
- Implementation, Onboarding and Product prioritisation
- Stakeholder Engagement & Collaboration
- Communications & Interpersonal Skills
- Logical Reasoning & Problem Resolution
- Team Leadership & Development
- Training, Coaching & Mentorship
- P&L Accountability
- End to End Workflow Management
- Business Partnering
- Budgeting & Forecasting
- Business Transformation
- Change / Project Management
- Continuous Process Improvement
- Relationship building
- Decision-making
- Critical thinking
- Complex Problem-solving
Career Experience
- Brandwatch (part of Cision – a Platinum Equity portfolio company), VP Customer Experience APAC, 10/01/23, present, Work directly with the Global SVP to support retention and expansion of APAC portfolio and partners, including social networks, agencies and brands., Increased Gross Retention from 62% to 88% in less than 12 months., Increased Net Retention (upsells and expansions) from 88% to 130% to date., Regional lead as part of global program in facilitating the setup, implementation and migration of Digital services hub for the Growth sector., Supported in the setup, segmentation and structure of client facing teams across focus markets (Enterprise/Midmarket and Growth)., Worked with global leads to implement CS, onboarding and services technology platforms to centralise and optimise workflows for APAC and Japan., Involved in multiple successful regional restructures to support merger of falcon.io., Built strong cross functional stakeholder relationships to support APAC initiatives where there were functional gaps in market., Ideated, implemented and executed programs of work, leveraging data to optimise Moments that Matter.
- Emplifi (formerly Socialbakers), ENTERPRISE CUSTOMER SUCCESS LEAD, 05/01/21, 06/01/22, Work directly with the VP Asia Pacific and Japan to support expansion of all SaaS Customer Experience solutions to all regional Enterprise clients., Increased Retention from 65% to 98% in less than 6 months., Increased Net Retention from 79% to 146% to date.
- ParSec Pacific, DIRECTOR PARTNER ENGAGEMENT, 04/01/20, 04/01/21, Work directly with the GM to spearhead business growth and implementation of Go-To-Market (GTM) expansion strategies., Increased pipeline from $500K to $3M in less than six months.
- Mediaocean (Vista Equity owned), SENIOR CLIENT STRATEGY DIRECTOR – APAC, 02/01/19, 12/01/19, Reported directly to the Global Chief Client Officer with accountability for Enterprise Account Managers and Customer Success teams., Partnered with internal teams, clients, and third-party technology partners to implement global cross media SaaS digital software platforms.
- Mediaocean, CUSTOMER SUCCESS MANAGER - APAC, 03/01/17, 01/01/19, Reported to the Global Chief Client Officer with responsibility for creating Client Account teams., Diversified business from ANZ to APAC, facilitated partnership agreements with 30+ data/tech/supply/ad server vendors.
- Mediaocean, CUSTOMER SUCCESS MANAGER - ANZ, 02/01/12, 02/01/17, Reported to the Client Services Director while managing customers’ sales journey., Achieved a historic record of new software implementations and consulting projects.
- Mediaocean (Formerly BCC Adsystems), Account Manager, 01/01/05, 01/01/12
- M&C Saatchi, Management Accountant, 01/01/00, 12/31/04
- Universal Music, Customer Service Rep & Accountant, 01/01/96, 12/31/98
Highlights Of Expertise
- Strategic Management & Planning
- Customer Relationship Management
- Account Portfolio Management
- Customer Success, Experience & Satisfaction
- Sales & Business Development
- ERP/Adtech/Martech/Social Commerce/Care
- Implementation, Onboarding and Product prioritisation
- Stakeholder Engagement & Collaboration
- Communications & Interpersonal Skills
- Logical Reasoning & Problem Resolution
- Team Leadership & Development
- Training, Coaching & Mentorship
- Multi-Million P&L Accountability
- End to End Workflow Management
- Business Partnering
- Budgeting & Forecasting
- Business Transformation
- Change / Project Management
- Continuous Process Improvement
Professional Development
- Human Synergistics – Mentoring Programme for Executive Leaders, 2016 to 2017
- Mentor Programme Lead (Mediaocean), 2017 and 2018
- Change Management (Mediaocean), 2018
- GDPR Compliance (Mediaocean), 2019
- Miller Heiman – Strategic Selling Programme, 2017
- Predictable Revenue, 2018
- Customer Success Management – AIM, 2017 - 2018
Certification
- Change Management Training - 2018
- Miller Heiman Strategic Selling Certification- 2019
- Custom
- Customer Success Management, AIM - 2018 - 2019
- Human Synergistisc- Mentoring Programme for Executive Leader's
Languages
Arabic
Limited Working
Timeline
VP Customer Experience APAC
Brandwatch
10.2023 - Current
Customer Success Director APAC
Brandwatch
06.2022 - 09.2023
ENTERPRISE CUSTOMER SUCCESS LEAD
Emplifi
05.2021 - 06.2022
DIRECTOR PARTNER ENGAGEMENT
ParSec Pacific
04.2020 - 04.2021
SENIOR CLIENT STRATEGY DIRECTOR – APAC
Mediaocean
02.2019 - 12.2019
CUSTOMER SUCCESS MANAGER - APAC
Mediaocean
03.2017 - 01.2019
CUSTOMER SUCCESS MANAGER - ANZ
Mediaocean
02.2012 - 02.2017
Account Manager
Mediaocean
01.2005 - 01.2012
Management Accountant
M&C Saatchi
01.2000 - 12.2004
Customer Service Rep & Accountant
Universal Music
01.1996 - 12.1998
PROGRAMME - DIGITAL MARKETING & STRATEGY
RMIT University
BACHELOR OF COMMERCE (BCOM) - MAJOR IN ACCOUNTING
The University of New South Wales (UNSW)
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