Alena Thomas
Senior Customer Success Manager @Modulr
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WORK HISTORY
Senior Customer Success Manager @Modulr
Grew portfolio of 10 strategic banking, merchant acquiring, crypto, remittance, consumer card program and open banking customers, both in the UK and Europe, by 20% in 2023, with ARR of £7M.• Reduced fraud from 3% to 0.5% across consumer banking customers by close cooperation with client stakeholders, Compliance and Risk teams. • Kickstarted a project between product, compliance and customer success teams, leading to development of a transaction-monitoring product worth min per client per year.• Coordinated client migrations to APIs, which increased transaction volume by 500%.• Achieved 90% client retention rate across my portfolio in 2023 and represented my clients at Product, Finance, Compliance and Risk committees. • Key escalation point for technical and business issues with an in-depth understanding of clients’ respective contracts, product use cases, workflows, and potential risks. • Streamlined customer communication post-incidents, which led to 50% reduction in inbound customer enquiries. • Collaborated with marketing team to create case studies, testimonials and podcasts driving growth in customer enquiries by 10%.
EDUCATION
London Metropolitan University
Bachelor's degree
Groupe Ecole supérieure de Commerce et de Management
Bachelor's Degree
ABOUT ALENA THOMAS
Customer Success professional with 12 years experience in Payments technology, E-commerce and Fintech industry. Expert in relationship management and operations. Obsessed about solving my clients\' problems, advocating on their behalf and growing revenue. Managed strategic complex accounts with ARR $5-50M. Experienced at: Payment Processing technology APIs Card Issuing Faster payments SEPA BACS CHAPS Fraud detection and prevention Regulatory compliance in the UK and EU Merchant as a service SalesforceKey Skills: Relationship building Delivering customer ROI Cross-sell and upsell Customer satisfaction Working across multiple disciplines Good communicator with C-suite and cross-function Track record in driving customer adoption and retention Customer migration Trusted advisor Service escalations resolution In-person presentations, QBRs and reviews
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