Melissa Silvas
Global Manager, Customer Value Enhancement @Frost & Sullivan
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WORK HISTORY
Global Manager, Customer Value Enhancement @Frost & Sullivan
San Antonio, TX, US
Lead a global team supporting research subscription clients across key industry verticals, ensuring value realization and high client satisfaction.Developed and implemented scalable strategies that increased analyst interactive hour utilization and contributed to higher global renewal rates.Partner with regional managers across the Americas, EMEA, and APAC to address client challenges, resolve escalations, and optimize service delivery.Align client success efforts with sales, marketing, and research teams to boost qualified lead generation and drive upsell/cross-sell opportunities.Ensure CRM data integrity and process compliance within Microsoft Dynamics, enabling accurate reporting and business decision-making.
EDUCATION
University of Notre Dame
McNair Scholar
Boston University
General Studies / Communications
St. Mary's University
Bachelor of Arts, English-Communications
SKILLS
ABOUT MELISSA SILVAS
Client success isn’t just about solving problems — it’s about creating meaningful value at every stage of the relationship. As a Global Manager of Client Value Enhancement at Frost & Sullivan, I lead a high-performing team that ensures our clients across the globe not only achieve ROI, but truly thrive through our research, insights, and support.With over 18 years of progressive experience, I’ve evolved from frontline customer support to global leadership — building scalable programs, mentoring international teams, and aligning client success with strategic growth. I\'m passionate about developing people, optimizing systems, and creating solutions that improve both internal operations and the client experience.My strengths lie in:Leading globally distributed teamsDriving retention, upsell/cross-sell, and analyst engagementImproving CRM operations and workflow visibilityBuilding strong partnerships between clients and internal stakeholdersWhether working through CRM transitions, training new hires, launching support tools, or partnering with sales, I bring a proactive mindset and a deep commitment to excellence.Let’s connect if you’re passionate about customer success, operational leadership, or navigating global team dynamics.Contact Info:Email: m••••••••@frost.comOffice Phone:(21••••••50
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