- Plan and drive strategic and multi-disciplinary initiatives that achieve operational, product, marketing, and business development goals- Manage and forecast strategic priorities to drive and ensure alignment and performance across the organization- Evaluate data and key performance drivers to monitor initiative progress and proactively identify risks and opportunities of strategic value- Closely collaborate with executive and team leaders to shape and implement organizational policies and procedures, ensuring consistency and efficiency across the organization. - Drive changes in organizational culture, practices, environment, and behaviors that enhance organizational performance while nurturing a culture of continuous learning and improvement

- Plan and drive strategic and multi-disciplinary initiatives that achieve operational, product, marketing, and business development goals- Closely collaborate with executive and team leaders to shape and implement organizational policies and procedures, ensuring consistency and efficiency across the organization.

Personal sabbatical

Led nationwide customer success and support department that serviced 66,000 consumers, 7,000 companies, and 1,000 partners- Managed 8 teams spread across 17 metro areas focused on Customer Implementation, Onboarding, Training, Adoption, Success, Support, Renewals, and Expansion - Created, launched, monitored and managed multiple dozens of strategic and operational initiatives that significantly improved the customer results including: > Increased retention from 88% to 93% > Increased CSAT from 3.2 to 4.5 (out of 5) > Increased healthy customers 10x > Expanded servicing to 24/7 capabilities - Used a combination of process streamlining, automation, tech use, and customer training that improved the customer experience- Created high-touch and low-touch/scaled engagement channels through account assigned CSMs, call center, email, live chat, chatbot, online Resource Centers, ticketing, and outsourced support - Member of Executive Leadership TeamUbiquity is a SaaS fintech platform.

Led all aspects of audience Partner Success, including onboarding, support, retention, renewals, and up-sells. - Scoped, prepared, launched, and managed biggest partner program of its kind involving 40+ stakeholders, 33 locations, and targeting millions of customers- Managed processes, systems, and tools to nurture partner relationships while maximizing business results and business development opportunities. - Drove partnership execution including pre-launch success planning, supervising day-to-day operations, proactively resolving issues, nurturing relationships with key stakeholders, and establishing best practices for future partnershipsOneMarket was a SaaS marketing platform that helped organizations deliver great shopping experiences.

Led all aspects of post-sale customer journey, including implementation, onboarding, support, renewals, and upsells/expansion for Fortune 1000 enterprise clients. - Managed team of Client Success Managers (9 direct reports) and specialists spread across more than a dozen U.S. locations.- Achieved 98% client retention- Increased NRR 19% to $50mm with $1mm account ARRApplause is a product research, testing, and development SaaS platform. Clients included: Abercrombie and Fitch, Amazon, Best Buy, BMW, eBay, Ford, Fox, FX Network, Google, Levi's, Mastercard, Men's Wearhouse, Microsoft, Netflix, Nike, Starbucks, Uber, and Walmart.

Managed regional Client Success team in SaaS and professional services environment to driveclient engagements, adoption, and satisfaction. XPLANE is an innovation firm focused on accelerating positive change for enterprises and people through human-centered design, visual thinking, and strategy.- Increased client retention and growth by listening to client needs, identifying opportunities to help, and establishing trust from and nurturing relationships with executive stakeholders at 60+ enterprise accounts- Regularly achieved or exceeded revenue and growth targetsClients included: AAA, American Express, Autodesk, Apple, Chevron, Colgate, Cox, Dell, Disney, GE, HP, Oakley, Oracle, Paypal, Red Bull, SAP, Trimble, VF Corp.

Developed content and programming, and managed delivery of member events. CEF mission: bring together thought leaders, the biggest companies in the world, and government agencies to share ideas on how to improve environmental sustainability.Clients included: Coca Cola, Disney, Dupont, Fedex, Fidelity, General Mills, Goldman Sachs, Google, Jones Lang LaSalle, Microsoft, Pepsi, P&G, Unilever, Warner Brothers, Wells Fargo

Led Account Management department and served as member of Executive Leadership Team for award winning interactive consultancy named 2009 and 2010 Agency of the Year.- Increased customer retention from 65% to 85% through greater focus on value realization and by coaching team on customer engagement best practices- Streamlined operations, increased efficiencies, and improved team capabilities- Delivered 40+ bespoke UX and CX improvement projects for customersClients included: Directv, GE, GIA, LSI, Safeway, Schwab

Worked closely with client executives to create and deploy large scale (20,000+ employees) enterprise-wide environmental sustainability improvement programs. - Delivered high customer value, satisfaction, and reference-ability by leading cross-functional teams, monitoring customer health, supervising team delivery of solutions, and addressed execution issues as executive escalation point- Developed internal-facing methodologies, processes, and tools that improved account management capabilities, efficiencies, and outcomes. Saatchi S was a globally-recognized, sustainability consultancy.

Worked closely with more than 50 founders, CEOs, and senior executives to create growth strategies, enhance and professionalize service offerings, align internal operations with corporate goals, and improve sales and marketing practices.

Led all sales operations, achieved aggressive revenue goals, and helped drive development of new consulting, design, and workshop/thought leadership offerings for internationally-recognized UX design and training business.Clients included: Cathay Pacific, Hallmark, HGTV, Nokia, Travel + Leisure, Vanguard, Washington Post, Wellpoint

Led Sales and Marketing teams for 10-year old interactive design agency. Introduced new methods, tools, and protocols that improved operational efficiency and effectiveness across marketing, sales, and project delivery functions.