Luan Fronza Bonsenhor

As part of Indeed’s Mid-Market Client Success team, I help clients optimize their hiring performance, drive adoption of Indeed’s solutions, and achieve measurable recruitment success.

Key Responsibilities:

• Serve as the primary point of contact for a portfolio of 45+ mid-market clients, managing over $150K in monthly advertising spend and ensuring recruitment goals are met through Indeed’s suite of products.
• Conduct data-driven performance reviews and deliver actionable insights, resulting in an average 25% improvement in cost-per-application (CPA) and higher campaign efficiency.
• Collaborate cross-functionally with Sales, Product, and Support to develop tailored hiring strategies, increasing client satisfaction and renewal rates.
• Analyse hiring campaign data to identify trends, mitigate performance risks, and uncover growth opportunities, contributing to client retention rates above 90%.
  

Led the end-to-end onboarding and implementation process for new global clients, ensuring seamless adoption of Papaya Global’s payroll and workforce management platform.

Key Responsibilities:

• Managed 20 simultaneous implementation projects across 20+ countries, ensuring compliance with local employment regulations and client-specific operational needs.
• Drove on-time project delivery for 95% of implementations, coordinating closely with Product, Sales, Legal, and Support teams to ensure smooth go-lives.
• Conducted client workshops and training sessions, resulting in higher platform adoption and a 30% reduction in post-implementation support tickets.
• Partnered with global teams to standardise onboarding processes, contributing to improved efficiency and client satisfaction scores.

I oversaw the onboarding and ongoing support for a portfolio of 45 clients. My focus was on helping clients optimize their use of a payroll management platform through a tailored service approach.

Key Responsibilities:

• Oversaw a book of business valued at $315K in monthly recurring revenue (MRR), contributing to over $3.7M in annual recurring revenue (ARR).
• Partnered with clients to expand operations into new regions, driving 15–20% year-over-year growth through upsell and cross-sell opportunities.
• Delivered quarterly business reviews (QBRs) that demonstrated ROI and improved payroll efficiency by 20% for key accounts.
• Drove a Net Promoter Score (NPS) above 90%, reflecting exceptional satisfaction and strong advocacy across the client base.
• Partnered with clients to streamline payroll operations, resulting in an average 20% reduction in processing time and improved data accuracy.

I led end-to-end onboarding and implementation for new clients, ensuring smooth software adoption and a seamless transition from sale to value, with a strong focus on communication and customer satisfaction.

Key Responsibilities:

• Managed end-to-end implementation projects, ensuring seamless onboarding and 100% on-time go-lives.
• Collaborated with cross-functional teams to align project goals, resolve blockers, and deliver client success.
• Delivered tailored client training sessions, boosting product adoption and reducing support queries by 25%.
• Created customised implementation plans to meet specific client requirements, resulting in improved configuration accuracy and faster time-to-value.

I played a key role in driving client success and growth by providing proactive, personalised support across their customer journey.

• Key Responsibilities:
• Managed a portfolio of 40 enterprise and mid-market clients, achieving a 95% retention rate through data-driven success planning and quarterly business reviews.
• Identified and executed upsell opportunities, contributing to a 20% increase in annual recurring revenue (ARR) across managed accounts.
• Partnered cross-functionally with Product, Sales, and Support to optimize customer experience, reducing escalations by 30%.
• Anticipated risks and churn indicators through regular health assessments, implementing recovery actions that improved client satisfaction (CSAT) to 9.2/10.

Led customer support operations for RD Station's B2B SaaS platform, delivering high-quality assistance through multi-channel support and helping to drive customer satisfaction, retention, and platform adoption.

Key Responsibilities:

• Resolved 40+ daily support tickets through Zendesk, consistently exceeding SLA and response time targets.
• Maintained an average CSAT score of 8.0/10 by delivering timely, high-quality assistance via email, chat, and phone.
• Collaborated with Product and Engineering teams to escalate and track technical issues, improving resolution efficiency by 25%.
• Enhanced the Help Centre and internal knowledge base, reducing repetitive inquiries and improving first-contact resolution.