• Grew CS org from 3 enterprise CSMs and two implementation specialists to ~65 N. American FTEs as G2 continues to grow toward our goal of IPO• Created and staffed mid-market and small business CSM teams to complement enterprise team• Seeded our EMEA CS team with top ENT CSM and continue to advise our APAC team - CS org of ~100 globally• Ran customer sales org in addition to CS from 2016-2017, renewing and expanding ~$5M in ARR• Created SMB-specific renewals team, later paired with SMB CSMs• Created technical support team, lead by former customer seller and now a team of ~10 globally• Created pre-sales solutions consultant team which has attained 90% close-attach rate and has closed over $25M in ARR since 2019

Salesforce officially acquired SteelBrick on February 1st 2016. Since then I have been able to expand our Success Manager team to 15 people total, as well as implement a Success at Scale model for Salesforce QTC (Quote to Cash) that allows our team to continue to make our customers successful at the surging acquisition rate we have experienced since joining Salesforce. In addition to our SMs continuing to have the responsibilities listed below in my SteelBrick experience, Success at Scale enables our SMB and Mid-market customers especially by the increased focus on:• A curated customer community with constantly updated help pages• Customer forums where use cases and architecture strategies are discussed customer-to-customer• New webinars every week with a library of past recordings• Daily office hours for easy, live, 1-1 interaction with Success ManagersSalesforce CPQ and Salesforce Billing enable companies to easily and accurately manage the entire deal close process—from generating quotes and configuring orders to collecting cash—helping customers grow revenue faster than ever before. As part of Salesforce, the world’s #1 CRM platform, we extend the Salesforce Sales Cloud with fully integrated Quote-to-Cash capabilities delivered 100 percent natively on the Salesforce platform. Salesforce QTC has a talented team with unmatched cloud computing experience and a unique culture, totally focused on taking great care of our customers, partners, and employees.

I joined SteelBrick as employee ~#35 and the only person in Customer Success. I spent 6 months establishing the role, growing relationships with our customer base, renewing contracts, and growing accounts via add-on sales. I was then able to bring on a global team of 9 talented Quote-to-Cash rockstars who helped to keep our customers happy and successful by:• Onboarding customers post-sale• Providing additional implementation oversight• Running QBRs to ensure our customers understand how to get full value from SteelBrick via latest release functionality and company resources• Closing renewals and add-on sales• Managing escalated customers• Collecting feedback from our entire customer base via Net Promoter Score and communicating data back to the business (e.g. enhancement requests to Product Management)• Assisting Marketing with driving event attendance, online review campaigns, case studies, webinars, and customer video shoots• Enabling Sales by facilitating customer references

Oracle officially acquired BigMachines on January 1st 2014. I was promoted to Sr. Manager, Customer Success and the below are in addition to my responsibilities/accomplishments per my BigMachines role:• Piloted NPS system in Oracle Cloud Customer Success group• Developed additional individual contributor into manager to transfer direct reports in growing org• Co-authored case study on BigMachines NPS process that went to highest level of Oracle product management for company-wide consideration• Advised leadership at ~10 BigMachines sister companies on how to implement and run a successful customer success team as well as an effective NPS process

• Tapped by CEO to define and build Customer Success Advisor role and global team to pro-actively manage enterprise customers and ensure their satisfaction, executive referencability, and admin knowledge of new functionality• Hired and trained team of Customer Success Advisors from 5 to 17 FTEs in 15 months• Developed individual contributor into manager to transfer direct reports• Created and implemented company-wide Net Promoter Score system to accurately measure customer satisfaction• Achieved record results in customer satisfaction and software adoption

• Managed team of 4 US sales engineers as player-coach while continuing to sell as an SE

• Critically assisted in closing sales of over $16.4MM in new software and services bookings and 19 new customers• Created and presented customized demonstrations of BigMachines software to C-level executives of current and prospective customers across North America• Lead on-site analyses of prospect IT systems and sales process pain points in order to show how BigMachines can improve the inquiry-to-order process• Determined implementation costs and wrote contractual statements of work

IMLP Rotation 4:• Wrote SQL scripts to create users in production database, including filling user preference and security access tables• Strengthened cardholder data security by managing compliance to Payment Card Industry Data Security Standard• Ensured SOX compliance by helping to regulate separation of duties in financial PeopleSoft security roles

IMLP Rotation 3:• Managed web-based Siebel CRM On Demand deployment to 2 Clinical Systems Cardiovascular/Ultrasound sales teams on-time and under budget, with full ownership of project plan and budget

IMLP Rotation 2:• Managed deployment of MyLearning electronic learning management system, following strict FDA-imposed software and process compliance standards

IMLP Rotation 1:• Created Excel/Word template for use by IT application owners to calculate MFR (Mission Failure Rate) by entering number of defined defects over number of opportunities for defect• Collaborated with application owners to improve quality and consistency of MFR data sources

• Wrote, tested, and deployed Unix KSH script to receive multiple user arguments, locate large loads of Longitudinal Patient Data (LPD) on a shared drive, then extract, transform, and load LPD into Abbott databases for pharmaceutical analysis

• Analyzed blueprints of Arrow parts catalogue for drawing and measurement defects, and communicated findings to engineers