I'm a results-driven customer experience advocate, helping customers to rapidly ramp and leverage SaaS solutions. • Successfully managed Account Management and Customer Success team; responsible for 80% of the group revenue portfolio • Worked closely with cross functional teams to ensure customers achieved target success metrics. Cross functional teams including Engineering, Sales, Marketing, and Product. • Initiated and standardized group ‘Best Practices’ to increase new program success rates; and assisted with creating sales enablement tools • Built case studies and developed industry benchmarking standards based on program management successes • Met directly with C-level executives and prospects to deliver presentations and ensure client satisfaction • Decreased project lead times to stay competitive with industry standards • Exceeded client expectations across key metrics resulting in 100% retention of key accounts • Analyzed program metrics and developed account strategies in order to drive account growth and profitability

Senior Manager, Account Management @ LiveOps is the global leader in cloud contact center and customer service solutions. More than 200 companies around the world, including Salesforce.com, Symantec, Royal Mail Group, and Amway New Zealand trust LiveOps' technology to enable effective multichannel, social and mobile interactions with their customers. LiveOps' award-winning platform has processed more than 1 Billion minutes of customer interactions and managed operations for the largest US-based cloud contact center of 20,000 home-based, independent agents. From July 2007 to April 2014 (6 years 10 months) Redwood CityExecutive Team Leader @ From 2006 to 2007 (1 year)

Bachelor of Science (BS), International Trade and Business @ University of California, Berkeley From 2001 to 2005 National Taiwan University Elaine Ko is skilled in: SaaS, Cross-functional Team..., Account Management, Customer Service, Sales, Marketing, New Business Development, Product Management, Lead Generation, Business Development, Product Marketing, Management, Salesforce.com, Marketing Strategy, Start-ups, Solution Selling, Strategic Partnerships, Leadership, CRM, Program Management, Analytics, Strategic Planning, Strategy