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Susanna Makela, MBA, has extensive experience in customer engagement and support in the B2B SaaS sector. Currently serving as an Engagement Manager at Alloy.ai since April 2021, Susanna oversees the post-sales lifecycle for enterprise customers, focusing on software implementation and customer success. Prior to this role, Susanna was the Director of Customer Support at Samsung Electronics, where leadership involved establishing a 50-member global support team for the Samsung KNOX solution. Susanna's career started at Nokia, where multiple positions spanned over 13 years, including Head of Support, Senior Manager, and various managerial roles, demonstrating a consistent ability to enhance operational efficiency and customer satisfaction. Susanna holds an MBA from UCLA Anderson School of Management and a master's degree in languages and social studies from the University of Tampere.