Namuunaa Otgonbaatar
Client Success Lead @Heuristic Solutions
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WORK HISTORY
Client Success Lead @Heuristic Solutions
Arlington, VA, US
Serve as the primary point of contact for 30+ high-value clients, ensuring exceptional customer experience and satisfaction.•Manage and triage 100+ support requests daily, efficiently allocating them to the appropriate teams to optimize resolution time.•Conduct quarterly and monthly business reviews (QBRs/MBRs) to assess client needs, optimize product usage, and strengthen relationships.•Identify enhancement opportunities and create and deliver Statements of Works through upsell and cross-sell.•Collaborate with internal teams—including Sales, Product, and Support and turned client feedback into roadmap priorities driving feature adoption and influencing over $150K in upsell opportunities•Oversee billing and invoicing processes, ensuring accuracy and timely payments while identifying revenue gaps and missing incentives for 30+ clients.•Develop and implement customer retention strategies, increasing engagement and reducing churn.•Develop scalable onboarding and success playbooks, reducing ramp-up time by 20% and ensuring consistency in client experience across the portfolio.
EDUCATION
George Mason University
Health Administration Policy B.S Health Informatics, Health Informatics
Chantilly Academy
Certified Pharmacy Technician, Pharmacy
George Mason University
Master of Public Health - MPH, Global Health
ABOUT NAMUUNAA OTGONBAATAR
Strategic Client & Project Manager with a proven track record of scaling programs and driving consistent revenue growth through process optimization, upselling, and cross-functional collaboration. Known for building trusted client relationships, identifying growth opportunities, and delivering results in fast-paced, dynamic environments. In parallel, I run a thriving real estate business, where I bring a consultative, client-first approach to help individuals and families navigate buying and selling with confidence. Whether managing complex projects or guiding clients through major life decisions, I’m passionate about creating value, solving problems, and delivering impact.
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