LEONNY LEONARDO
Rhode Island,RI
Summary
Client Experience leader with 5+ years shaping how enterprise brands adopt and scale AI-driven platforms. Known for increasing platform investment by up to 450%, improving AI capability adoption by 40%+, and accelerating time-to-value by ~35% through lifecycle strategy, executive alignment, and product collaboration.
I operate at the intersection of customer outcomes, product evolution, and revenue growth, ensuring enterprise clients realize measurable business value.
Overview
13
13
years of professional experience
Work History
Senior Manager, Client Experience
Clinch: Agentic AI Omnichannel Personalization
New York, NY
07.2023 - Current
- Lead enterprise client experience strategy across global brands including AB InBev, Mars Wrigley, and Coca-Cola, managing high-value partnerships.
- Expanded enterprise platform investment, in one key account increasing monthly utilization from $40K to $220K+ (450%) through strategic lifecycle management and value realization planning.
- Increased adoption of Agentic and Generative AI capabilities by 40%+ across key accounts within first 6 months of release.
- Reduced time-to-value by approximately 35% by restructuring onboarding, enablement, and executive alignment processes.
- Partner with Sales, Product, and Engineering to translate Voice of Customer insights into roadmap enhancements and scalable platform improvements.
- Deliver executive-level performance analysis that connects AI-driven campaign execution to business outcomes and revenue impact.
- Supported 98% retention across strategic enterprise portfolio.
Manager, Client Experience
Clinch: Agentic AI Omnichannel Personalization
New York, NY
10.2021 - 07.2023
- Led SaaS onboarding, lifecycle enablement, and performance strategy across enterprise accounts in CPG, retail media, eCommerce, entertainment, telco, and financial services.
- Designed and launched company’s first structured onboarding framework, reducing ramp timelines by 30%+ and improving early-stage adoption.
- Improved advanced feature utilization by 25%+ through targeted enablement and data transparency.
- Standardized reporting infrastructure, improving efficiency by 40% and shifting client conversations toward strategic growth initiatives.
- Built data pipelines supporting audience enrichment and advanced attribution analysis.
- Managed cross-functional teams to streamline operational workflows, increasing efficiency in project delivery.
Lead Coordinator, Ad Operations
Clinch: Agentic AI Omnichannel Personalization
New York, NY
10.2020 - 10.2021
- Managed end-to-end omnichannel campaign execution across display, video, and paid social environments during rapid company growth.
- Automated billing, quality assurance, and reporting workflows, reducing manual effort by +20% and improving operational scalability.
- Collaborated with Product and Engineering to improve platform reliability and usability across enterprise deployments.
- Developed internal training documentation supporting team expansion and operational consistency.
Head of Security
Embassy/Consulate of Colombia
New York, NY
06.2013 - 10.2020
- Directed multi-site security, logistics, and operational readiness for diplomatic facilities and personnel.
- Led cross-functional teams overseeing physical security infrastructure, transportation systems, and emergency response planning.
- Coordinated high-accountability engagements with international officials requiring precision, discretion, and operational control.
- Implemented operational improvements that strengthened efficiency and risk mitigation across facilities.
Skills
- Voice of Customer
- Client Experience Strategy
- Cross-Functional Leadership
- Revenue Expansion & Retention
- Customer Lifecycle Optimization
- Enterprise Relationship Management
- Performance Analytics & Attribution
- Omnichannel Media Strategy
Languages
Spanish: Native/Bilingual
French: Limited
Timeline
Senior Manager, Client Experience
Clinch: Agentic AI Omnichannel Personalization
07.2023 - Current
Manager, Client Experience
Clinch: Agentic AI Omnichannel Personalization
10.2021 - 07.2023
Lead Coordinator, Ad Operations
Clinch: Agentic AI Omnichannel Personalization
10.2020 - 10.2021
Head of Security
Embassy/Consulate of Colombia
06.2013 - 10.2020