ALOUHA GAEBLER

• • Own the end-to-end customer lifecycle for enterprise and strategic accounts, spanning onboarding, adoption, renewals, and expansion
• • Lead executive business reviews and strategic check-ins, aligning product outcomes to customer KPIs to strengthen renewal justification and long-term partnerships
• • Drove onboarding and proactive risk mitigation initiatives, achieving measurable adoption gains and lowering churn risk
• • Monitor and diagnose customer health through product usage and engagement data (Salesforce, Clari, Tableau), executing targeted action plans to improve adoption
• • Serve as a trusted advisor during discovery and strategy sessions, aligning solutions with customers’ long-term business objectives
• • Collaborated cross-functionally with sales, professional services, engineering, and product to identify opportunities and influence roadmap priorities for key accounts
• • Managed and negotiated renewals by articulating realized ROI and future value, enhancing contract longevity and customer commitment
• • Maintain accurate forecasting and account documentation in Salesforce to support predictable retention and timely escalation
• Key Achievements:
• • Achieved 106% renewal and 167% expansion in 2025, delivered 112% renewal and 109% expansion in 2024, exceeding retention and growth targets year over year.
• • Brought in one of the biggest early renewals in 2025 (financial industry) with a total contractual value of $2M.

• ● Managed distribution and key channel partners across UK & Ireland, driving new business growth through joint business planning and fostering strong partner relationships.
• ● Executed partner sales campaigns and joint marketing initiatives, generating qualified pipeline while enhancing reseller engagement.
• ● Led partner enablement, onboarding, and training, educating partners on Symantec profitability programs to enhance partner margins.
• ● Delivered weekly pipeline and revenue forecasts to the Regional Channel Director; maintained accurate account and opportunity data in Salesforce (SFDC)

• ● Led and developed a team of 8–10 Customer Care agents supporting enterprise customers.
• ● Oversaw day-to-day operations, performance management, coaching, and career development planning.
• Managed escalation of complex customer issues, promoting timely resolution and retention protection.
• ● Analyzed renewal workflows and deal tasks to ensure follow-ups were completed and revenue risks addressed.
• ● Partnered with Renewals, Solutions Engineers, and Order-to-Cash teams to drive operational efficiency and revenue growth.
• ● Tracked KPIs and service-level metrics, ensuring quality standards and customer satisfaction targets were met.
• ● Supported recruitment and onboarding efforts for new team members.

• ● Delivered quarterly business reviews and highlighted risks within the expiring contract base.
• ● Supported forecasting activities and quarterly execution for annuity contract renewals.
• ● Acted as escalation point for EDI, renewals, and manual orders across distribution partners.
• Ensured partner alignment with global standards, systems, and tools.

● Supported renewal sales teams with order management and escalation handling.
● Served as Subject Matter Expert for process improvements related to Service Renewals and NFRs.
● Delivered enablement and training to outsourced teams to ensure global process alignment.

Progressed from Customer Service Representative to Subject Matter Expert and Frontline Team Coordinator, supporting global enterprise customers across EMEA, APJ, and AMS regions. Responsibilities included escalation management, quality assurance, reporting, agent coaching, and client communications.

• Assisting L1 agents in improving their skills in handling calls & cases.
• Provide coaching to bottom performers.
• Quality Control and provide trainings.
• Responsible for replying all the enquiries and actions sent by clients globally.
• Running Reports requested by management team.
• Escalation handling.
• Delivering all the updates we have to the staff with illustration.
• Expert in availability and security products specialist by Symantec Sutherland Frontline.

• Answering English Inbound calls and emails about post sales licensing enquiry.
• Solving licensing concerns from customers, partners & internal employees.
• Providing temporary keys/files to customers, partners & internal employees.
• Running Install Base Reports for Partners, Resellers and Internal Employees.
• Adding Technical Contacts.
• Working with Oracle Database as Source of Information.