• Responsible for implementing a Customer Success solution to achieve a 90% GRR within a B2B customer base of eCommerce brands that range from $100M-$2.5B in revenue• Achieved a 97% GRR and 101% NRR within 2 years of implementing a Customer Success solution • Built the Customer Success organization from a reactive support model to a revenue generating, high touch B2B organization focusing on retention, expansion and customer satisfaction• Decreased implementation overhead costs by 36% through process design and the development of onboarding tools• Oversaw the implementation, onboarding, training, workflow development and contract negotiations through close• Managed of a team of Customer Success Managers, Business Analysts and Data Management professionals • Drove the professional development of CSM’s in demonstrating a firm understanding of the customer’s business objectives and industry trends, conducting regular business reviews to identify growth opportunities with a focus on renewals and revenue growth through retention and expansion.• Drove the development of and rollout of pricing models that had a direct impact on NRR growth • Acted as the technical liaison between customers, engineers and sales for product development and contract scoping

• Managed $2.5M+ in ARR, maintaining a 100% renewal rate with a 95% or greater Customer Satisfaction Survey result• Led an internal initiative to train colleagues on EBR best practices, focusing on key results and defining ongoing OKRs• Presented Executive Quarterly Business Reviews to manage and plan ongoing strategic initiatives while working closely with Product Managers, Engineers and Executive Management to provide product feedback for feature and maintenance requests• Responsible for building relationships with Executive Management and Account Administrators and providing onboarding and user adoption consultation during the technical implementation and beyond

• Built relationships, established key stakeholders, and created product awareness, achieving 102% of sales quotas between $850k - $1.2M • Partnered with Executive Management on business case development and contract negotiation for key strategic accounts• Trained a team of 18 Account Managers on sales, operations and customer data management practices • Responsible for building relationships, establishing key stakeholders and creating product awareness and demand for enablement programs, establishing and driving ROI objectives • Rolled out enablement programs for complex systems with large enterprise accounts, including Berkshire Hathaway; Google; Qualcomm; Charter Communications; LinkedIn

• Managed the courseware development, integration and LMS administration across multiple LMS’s for Johnson & Johnson Corporate, Centocor Inc., Ortho McNeil Jansen and Ortho Biotech• Consistently exceeded SLA requirements resulting in a 100% renewal rate with an average 12% increase in YoY revenue • Provided technical leadership for the Managed Services team that oversaw the support of over 10 Life Sciences brands• Worked with courseware developers, vendors and training managers to develop, integrate, and administer training in Learning Management Systems• Worked directly with key decision makers to scope managed services SLA’s

• Managed Key Accounts in Life Sciences including Johnson & Johnson, Abbott Labs, and GSK• Project Management of recurring revenue through batch contracts of $500k, ensuring on-time, on-budget delivery of eLearning projects• Participated in the design and development of a proprietary custom content development software platform, specializing in the custom development of courseware communication layers• Led the development and custom integration of eLearning courseware onto AICC and SCORM compliant LMS’s • Provided Instructional Design for custom content with a focus on the design and development of interactive and instructionally sound assessment and remediation strategies to meet FDA training requirements