Strategy & Research
Before any idea takes shape, it starts with understanding: the client, the market, and the story behind the numbers.
Across enterprise client strategy at Sunrise Integration and audience research at NBCUniversal Telemundo,
I built the systems, research frameworks, and partnerships that allowed creative and business strategy to translate into measurable results.
Client Experience Strategy
Designing systems that strengthen client relationships
When a retainer client began pulling away, leadership needed to understand why, without it feeling like pressure. I designed a structured interview from scratch, spoke directly with their team, and uncovered the root cause: an overly optimistic timeline compounded by a scoping gap. The framework became a repeatable process for identifying and recovering at-risk accounts.
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It was one piece of a Client Experience function I built from the ground up. Most CX frameworks are designed for products, not services, so I adapted them: a client satisfaction program, automated check-ins, and a client gifting program that scaled to 50+ accounts, personally leading from vendor selection to copy.
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I also developed an 11-step client onboarding framework that became the team's standard process, while managing service recovery for escalated accounts by coordinating directly with the CEO and CTO on high-priority client situations.
0 → 1
Designed and launched the company's first Client Experience program.
CLIENT EXPERIENCE · PROCESS DESIGN
11-Step Client Onboarding Framework
A standardized approach to creating a consistent client onboarding experience, aligning stakeholders, coordinating internal teams, and establishing a structured transition from sales to project delivery.
01–03
Client Alignment
Aligning client expectations, requirements, and stakeholders.
04–06
Setup & Coordination
Organizing project information and aligning internal teams.
07–09
Delivery & Validation
Supporting a clear handoff, shared understanding, and readiness for delivery.
10–11
Follow-up & Continuity
Maintaining communication and creating continuity throughout the client journey.
A standardized onboarding framework adopted as the team's standard process, ensuring consistency across client accounts.
Research → Insights → Strategy → Growth
Account Management
Growing enterprise accounts through research and strategic planning.
I managed enterprise relationships from onboarding through renewal across global brands including Ferrari, Marvel, Rakuten y Virgin Galactic. Beyond day-to-day management, I also partnered with Finance to develop an account forecasting model, using each client's technology investment to define realistic, sustainable growth opportunities.
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For the Ferrari account, I contributed to a digital experience audit of the company's website and mobile app, benchmarking them against BMW, Maserati, Mercedes-Benz, Audi, and Tesla. By analyzing customer reviews, app feedback, and online forums, I identified opportunities to improve the overall customer experience.
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Beyond managing individual accounts, I looked across the entire client portfolio to identify patterns, risks, and opportunities. I proactively flagged consultation-to-proposal turnaround time as a business risk before it affected performance, and identified an opportunity to introduce a retainer-based service model for stalled accounts, creating a new path for long-term client growth.
5
Industry leaders benchmarked against Ferrari
Strategic Research & Insights
Turning complex information into actionable business insights.​
41
Competitors analyzed through a custom competitive intelligence framework.
At Sunrise Integration, I designed a competitive intelligence framework evaluating 41 competitors through SWOT analysis, market positioning, and service benchmarking. The findings were presented directly to executive leadership to strengthen the company's market position and identify opportunities for growth.
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Earlier, at NBCUniversal Telemundo, I analyzed audience performance across YouTube Analytics, Nielsen Social, and Shareablee for Spanish-language programming distributed across 10+ European markets. My research supported international content strategy, helping position digital content through audience insights, performance analysis, and market intelligence.
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Although the industries were different, the objective remained the same: transform research into insights that help teams make better business decisions.
10+
European markets analyzed to support international content strategy.
Research → Analysis → Insights → Recommendations → Business Decisions
Partnerships
30+
Technology partnerships managed across the ecommerce ecosystem.
7
European software agencies evaluated for expansion initiatives.
Building partnerships was about more than maintaining relationships, it was about identifying the right collaborators to support long-term business growth. I managed the full lifecycle of 30+ technology partnerships, including Shopify, Klaviyo, Recharge, and Algolia, from initial outreach and NDAs through commercial negotiations, directory listings, and ongoing relationship management.
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One project illustrates this particularly well. When Sunrise needed additional development capacity in Europe, I independently evaluated several software agencies in Spain, conducting vendor interviews in Spanish, preparing a bilingual business case, and presenting a strategic recommendation directly to executive leadership. The selected partner became part of the company's expansion strategy.
Building the relationships behind business growth.