Lourdes Montes

Customer Success Manager @Luminance

New York, NY, US

Built on a proprietary legal Large Language Model (LLM), Luminance’s specialised legal co-pilot brings next-generation AI to every touchpoint a business has with its documents, from contract generation to negotiation and post-execution analysis. Developed by world-leading AI experts, validated by leading lawyers, and in use by over 700 customers in 70 countries, Luminance is the pioneer in Legal-Grade™ AI: wherever computer meets contract.AI to wherever computer meets contract. • Partner with Account Executives and Commercial Directors to build and execute business strategy and growth plans.• Manage a portfolio of 30+ clients, with over $1.5 M in aggregate ARR, ranging from small legal firms to large Fortune 100 enterprises, while maintaining high customer satisfaction through proactive issue resolution and consistent follow up.• Spearheaded implementation of workflows and platform set up, leading to reduction of business operation bottlenecks and over 30% increase in efficiency.• Facilitated in upsell opportunities valued over 30% ACV, thorough product training, identification of use cases and bridging the gap in client contract management needs.• Improved product adoption by surpassing support hours, averaging over 30% surplus, while facilitated expansion of product use across business users.• Gained insight of product management processes through weekly product team trainings, internal syncs on product adoption strategy and collaboration with product leads on roadmap.• Ensure a successful onboarding and platform set up through agile methodologies, driving value, cross functional teamwork to for appropriate resource allocation, and cyclical feedback and improvement strategy.

University of Florida

Master of Science - MS

University of Florida

Bachelor's degree