Yombwe Kotati

Product Operations & Customer Success Executive | Transformative Leader | Driving Scalable Growth Through Data-Driven Innovation

Yombwe Kotati is a strategic global leader in Customer Success and Product Operations, proven mastery over 20+ years by driving transformative change across high growth technology organizations. His empathetic and data driven approach has generated over $10,000,000 in business impact through operational excellence and innovative solutions.

Yombwe blends calm expertise with decisive execution partnering with C-suite executives to design customer transformation strategies that fuel multi million dollar revenue growth and long term retention. He delivers results through insightful decision making, continuous improvement, and authentic relationship building.

His legacy includes mobilizing global teams, cultivating leadership pipelines, and engineering customer success ecosystems that repeatedly achieve outstanding engagement, satisfaction, and financial outcomes.

Experience

Product Operations Manager | Feb 2019 – Present

Led 70+ team members, delivering $1.8M savings, $2.3M retained revenue, 42% faster response times, 22% higher NPS, $1.2M ROI, and 40% fewer critical bugs through workflow automation and UX improvements.

Product Support Operations Supervisor | Feb 2009 – Feb 2019

Saved $3.2M annually by training 60+ reps, improved CSAT to 94%, lowered turnover 60%, and grew revenue $1.5M through cross-training and product expansion.

Financial Services Professional / Registered Investment Rep | Feb 2006 – Present

Drove $2.5M+ in retained revenue and 32% higher engagement through user research and client retention programs.

Senior Support Operations Supervisor & Technical Team Lead | 2002 – 2009

Oversaw 65+ vendor staff, expanded support 40%, boosted knowledge base 40%, and optimized remote access and security for 200,000+ users.

Quantitative Impact & Achievements

Team Management & Availability

Built and managed teams of over 70+ contingent workers, implementing training initiatives that reduced support response times by 42%, achieving 99.8% service availability and generating $1,800,000 in cost savings.

Onboarding & Efficiency

Directed onboarding processes that resulted in a $520,000 year-over-year efficiency gain, lowered employee turnover by 35%, and boosted NPS scores by 22%.

Revenue Retention

Retained more than $2,300,000 in annual revenue while delivering improved solutions for over 180,000 users, we strategically redesigned public facing user experiences, which helped my team manage the support ticket volume.

Product Feedback ROI

Delivered $1,200,000 ROI through launching cross functional product feedback loops, driving priority features for successful product releases.

Platform Stability & QA

Spearheaded platform stability with major QA and DEV teams, reducing critical bugs by 40% and accelerating deployment cycles for mission critical updates.

Training & Cost Savings

My team successfully trained over 60 individuals, leading to an impressive $3.2 million in annual savings. This was achieved while maintaining a 94% customer satisfaction rate and a 6-minute Mean Time To Resolution (MTTR) for our customer success representatives.

Key Leadership Impact

Strategic Partnerships

Built partnerships that expanded support coverage 40% and delivered $1.8M in cost savings through vendor management.

Talent Development

Led talent programs that reduced turnover by 60%, saving $720,000 and developing a pipeline of 10 emerging leaders.

Operational Efficiency

Optimized workflows, reducing onboarding time 35% and generating $520K in annual efficiency gains.

Customer Experience

Fostered empathy driven communication with user centered design and scalable knowledge bases, improving customer satisfaction by 22%.

Leadership Development

Led cross-functional team training initiatives, lowering turnover 60% and accelerating feature delivery velocity 40%.

Client Retention

Developed client retention programs and leveraged user analytics, securing >$2,500,000 in retained revenue and elevating engagement with over 96% NPS.

Education & Certifications

Education & Certifications
B.S., IT Management (Expected May 2026) – Western Governors University

Certifications

Life & Accident Sickness (GA Insurance Commission, GA)
Series 6, 26, 63 Licensed – FINRA
LOMA – ALMI, ACS, FLMI, FSRI

Languages

French – Fluent
Spanish – Fluent

Meet Yombwe

Q & A

Why did you choose your career path?

I have been in and around service since birth. As my parents only child I was pulled into assist them from an early age. My father a retired US diplomat and my mother a social worker turned foreign student advice, both were actively involved in serving others. Even before, my maternal grandmother would take me on her “rounds”, visiting and caring for our elder relatives and friends in the Detroit Area.

I was called Customer Success Management because I’m passionate about turning challenges into triumphs—helping clients and teams not just succeed, but truly thrive. With over 20 years in the game, I’ve honed a knack for spotting talent, inspiring emerging leaders, and building teams that don’t just meet goals—they smash them. I blend empathy with data-driven savvy to boost customer happiness, retention, and product adoption, making a real difference in fast-paced tech environments.What drives me? Delivering operational efficiency and innovative solutions that save costs, streamline onboarding, and energize users. I love bringing people together across departments, optimizing workflows, and crafting scalable strategies that align customer needs with business outcomes. At the core, I chose this path because it lets me combine heart, vision, and results to create lasting success stories—for both organizations and the people they serve.

Who was your biggest influence and why?

The one person who has done the most to shape me into who I am today is my mother. She has always been my greatest source of inspiration and strength. Her unwavering support, resilience, and values have profoundly influenced my character and approach to life and work. She taught me the importance of hard work, empathy, and integrity qualities that I carry with me every day in both my personal and professional journey. Her significance lies not only in her guidance but in the example she set, which continues to motivate me to strive for excellence and make a positive impact in everything I do. Daily, I strive to honor her memory and legacy through my actions.

What is your greatest achievement?

My greatest achievement is building and nurturing my family, a journey that has deeply influenced my leadership philosophy. As a husband and father, I’ve grown resilience, empathy, and strategic patience—qualities that shape how I lead teams and deliver results. These personal strengths helped me establish and lead a customer retention department that achieved over $2.2 million in cost savings and preserved more than $250 million in coverage in force. I had the privilege of training over 200 customer service representatives, and the training manual I created has been a valuable resource for more than 16 years—reflecting the lasting impact of the systems and culture I helped build. This success fueled my passion to make a meaningful difference and uplift those who follow, which is why mentoring has been one of the most rewarding parts of my career.

Beyond operational leadership, I actively participated in innovation JAMs—cross-team collaborations focused on shaping the company’s future. One of my proposals, “cultivate my leads,” won the competition and became a key part of our sales toolkit. Currently, this initiative is being refined for rollout and is expected to increase self-generated leads tenfold while providing centralized and compliant contact data management. These experiences highlight my dedication to fostering innovation, achieving tangible business success, and enabling enterprise-wide growth through teamwork and strategic vision.

Testimonials

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Press & Media

Rashmi Singh: Delivering Fortune 100 AI & Cloud Transformations On Time, Under Budget