Loulou Fortunato

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.

• 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

• 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

• 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

• 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