Alanna Frattellone

About

Customer Success Operations and client services leader with experience in revenue-focused retention strategy, scaling customer success processes, and partnering cross-functionally with Product/Engineering/Finance to launch platform features and improve investor workflows. Background in luxury retail merchandising/project coordination and a foundation in International Relations (Business & Politics), complemented by applied jewelry training from GIA.

Experience

• Customer Success Operations Manager · Masterworks01-01-2023

  Manage relationships responsible for $56M+ in annual revenue, partnering with customers to drive long-term value and repeat investment. Manage and mentor a team of 5, establishing scalable CS processes and playbooks. Partner with Product and Engineering to launch and scale new platform features, coordinating rollout plans, user education, and adoption strategies. Partner directly with executive leadership to define retention strategy and surface customer insights that inform product positioning and go-to-market messaging. Lead cross-functional initiatives with Product, Engineering, and Finance to improve investor workflows, translating customer feedback into platform enhancements and operational improvements. Deliver quarterly ROI and performance reviews to leadership, informing forecasting and growth planning.

• Project Coordinator, PD & Client Services · Harry Winston06-01-2021 – 01-31-2023

  Directed end-to-end execution of luxury jewelry launches, aligning Product Development, Design, Merchandising, and Retail to achieve 25% faster delivery. Managed internal release calendars and priorities, reducing launch delays by 25% and ensuring cross-functional alignment in a high-pressure environment. Supported leadership in pricing, content, and margin analysis to optimize financial performance. Directed high-value inventory movement across internal departments, external workshops, and global salons, maintaining strict security and asset management protocols. Partnered cross-functionally to improve go-live readiness and drive a 15% YoY increase in collection performance.

• Assistant Merchandiser (E-Commerce & Wholesale) · Natori09-01-2019 – 06-30-2020

  Managed product, pricing, and inventory strategy across multiple brands to drive growth and profitability. Partnered with E-Commerce and Paid Media teams to align strategy, boosting online sales 50%. Streamlined cross-team launch processes, reducing go-to-market bottlenecks and improving accuracy. Delivered data-driven insights and reports that informed leadership decisions.

Education

• Boston University, Pardee School of Global StudiesB.A., International Relations (Business & Politics)
• Gemological Institute Of America (GIA)Applied Jewelry Professional Diploma

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