Veeanna Lee

Technical Account Manager with hands-on experience in web technologies to support enterprise accounts. Develops and promotes value realization that translates into closed new business, renewal and upsell opportunities. Proven record of successfully proposing technical solutions by presenting complex concepts in easy to understand terms and building strong, long-lasting relationships with senior executives and project level resources.

• Turnaround of at risk program on an enterprise client ($815k TCV) with senior leadership visibility. Poor client sentiment post-implementation due to misalignment in customer expectations. This posed an immediate risk to adoption and continuance of contract. Took over and worked to established a hypercare model to intensify support (including enablement, office hours) and live coaching/advice on customer build resulting in turnaround of sentiment and on-time launch of next phase of digital intercept program.
• Supported launch of client's first global CX program, multi-phase customer journey, within 3 months, increasing platform stickiness ( >11k responses and 163% increase in dashboard usage in last 6 months). Has resulted in client leadership buy-in to launch CX roadmap over next 12 months generating an additional sale valued at $1.1m from the client's subsidiary business.
• Proactively managed high escalation with CIO visibility, impacting 200k client distributions. Dedicated efforts also led to the support page being updated with clearer instructions, and influenced engineering teams' decisions to mitigate risk of future similar incidents.
• Took ownership of three red accounts. Successfully secure all renewals within 5 months of taking over as TAM. Worked proactively with account teams to help secure these renewals.