Ramona Aubry

I've been working at the intersection of AI and natural language processing for close to 17 years. I started in 2008 with a French company focused on creating NLP solutions for a wide range of industries including pharma, life sciences, financial services, legal, and publishing. I began as an R&D engineer, leveraging my PhD in computational linguistics. As I started crafting specific products, I became more interested in how customers drive value from such products, and I moved into professional services and later into pre-sales and sales. In 2013, the company opened a position in the U.S. for Director of Sales Engineering, which I qualified for, so I moved to the U.S. to drive the growth for the North American team. I stayed with the French company for a couple of years until I moved to Expert.ai, an Italian company who had the same challenge of scaling North American sales teams and growing their presence in the U.S. I started again in sales engineering, and back in 2018, I started the foundation of the customer success organization, which I have been leading since. I also expanded it globally because there was not such a function in our organization. Today, I focus at the intersection of AI, sales, and customer success, and I also work very closely with product to make sure that we are aligned on the solutions we're providing to our customers. My focus today is on publishing and media, and I've been in this space for almost 7 years now. I tend to think of the customer success function as part of a bigger ecosystem, as part of the go-to-market mindset. In an organization where you're doing sales, you cannot be isolated from the other departments. The way I think of my role is a cross-functional role that works with all departments that are involved in the customer journey.