Strategic Planning and Execution, Executive Engagement and Reporting, Performance Monitoring and Risk Management, Client Advocacy and Support, Market Insights and Competitive Analysis, Stakeholder Communication, Renewals

Build Customer Success Plans with each of my customers. Present and speak toExecutives and Directors on monthly calls about licensing, training, adoption, and VerifiedOutcomes overall usage. Held quarterly business reviews with Executive sponsors to talkabout future plans and how Certinia fits into it. Proactively monitor customer usage andlook for risk signals. Used Gainsight and other tools to determine risk and usage. Provideguidance and best practices to clients on how to leverage the platform to achieve theirbusiness objectives. Act as an advocate for clients internally, ensuring their needs areaddressed and their feedback is heard. Develop and maintain a deep understanding ofthe market and competitive landscape, and use that knowledge to inform productdevelopment and sales strategies.Provide regular updates and reports to internalstakeholders on client health and usage.● $4.5 million in Customer base ARR● Achieved 105% Renewal Rate 2022, 101% in 2023● Earned President’s Club for upsell and renewal rate at Turtle Bay, Oahu, Hawaii● Upsold over $200k in new growth● Achieved 100% of bonus targets for eight consecutive quarters.

Own post-sales relationship with assigned End Users & Relationship Owners, which include: increasing product stickiness, ensuring retention, and measuring value through the facilitation of the Account Health and Value Metric Scorecards, and driving the At-Risk process.Drive Renewals and Upsells with Land and Expand methodology.• Ensure customer Adoption is met through facilitated touchpoints and benchmarking• Maintain a proactive approach with customers, and drive prescriptive communications• Meets or exceeds performance goals and metrics including retention rates and NPS targets• Conduct product demonstrations and education on new features.• Serve as a support escalation point for complex issues, identify triggers for business escalation and coordinate resources and information transfer across functions to ensure resolution• Collaborate with project teams, including Customer Support, Dev, Product Management, and Sales, on customers’ technical issues and projects.• Maintain current functional knowledge of product line.• Manage and drive competing requests across simultaneous client engagements• Provide clear and constructive product feedback to Product Management teams based on customer requirements.• Help document best practices in developing and deploying solutions in the customers’ environments.• Identify upsell opportunities and engage sales team with key information to support additional revenue growth• Forecasting, owning & closing annual renewals• Partner with Account Owners to manage customer expectations, particularly in situations where customers’ demands cannot be met.• Partner with Account Owners to ensure comprehensive view of customer health throughout customer cycle.• Host & drive QBRs with customer Senior Level/ Executive management

Technically minded, Skilled ability to understand business needs and implement best practices for channel sales organization. Deep knowledge of CRM integrations (Salesforce, Dynamics, Sugar, Netsuite)Project Management of custom software development, system migration and integrations across Enterprise-level implementations. Includes requirements analysis, creation of detailed project road maps, project scheduling, testing/QA, and cross-functional supervisionServe as the primary post-sales contact for clients during their initial onboarding and implementation of Impartner SaaS solutionLead teams across broad technical, financial and business disciplines, focusing on delivering to defined business objectives and tracking progress to ensure project milestones are completed on time and with the desired resultsMitigate risk factors and anticipate managed change effectively in rapidly evolving global business environmentsLead training and best practice sessions for new users to learn the Impartner PRM system and product suiteProvide strategic guidance to optimize client usage of platform, drive channel growth and encourage product renewalsSkilled in Agile and Waterfall project management methodologies. Known for ability to produce high-quality deliverables that meet or exceed timeline and budgetary targets.

Teamed with sales groups giving tool demonstrations to be used by clients and project teams and advise on upcoming project resource needs.• Worked with resource management leads to staff local team members based on project needs and skills available• Assisted in driving global team unity across India, Egypt, and Utah remote consulting groups. Individual Project Roles:Project Manager• Advisory role for processes and methodology.• Managed timeline and deliverables with existing tech operations, application, and business teams.Planning and Execution Specialist/Lead• Lead data gathering and validation sessions with various application teams across all lines of business.• Managed weekly review meetings for data gathering sessions, collecting aggregated changes to data.• Interfaced with application, system administrator, network, DBA, patch management, and business teams to reach consensus and plan for outages.• Managed and controlled event runbooks• Documented hour-by-hour migration plan for server shutdowns, startups, and testing validations.• Collected, documented, and presented change control documents for leadership approval and board approval.• V2V and P2V migration executions through vSphere

• Skilled in Customer Escalation Management • Coach, mentor, train employees on new E2E process for split of Scheduling Specialists and Upgrade Engineers.• Manage Internal and external relationships in professional manner that built credibility to our new business unit. • Developed new metrics for Scheduling specialist to meet business objectives(ie, SLO and NCC, CSAT etc) • Instrumental in driving a fundamental change in the way upgrades are scheduled - new Software, new Escalation process - continued development of daily changing process improvement plan• Increased efficiency with new team - 30% increase in the amount of upgrades w/50% less people• Sourced, interviewed, Onboarded 33 employees in 4 weeks to fill roles specific roles for critical needs team (Tiger Team)• Forecast Queue Volumes / budgets• Corporate Training (Classes included Customer Conversations and specific Product knowledge courses)• President of Toastmasters Draper, UT Club (EMC)• Saw a need and split off and formed a team of dedicated reps to handle all Dial Home Events • Organized concerted effort to unify and establish team camaraderie over mutil-geo's (Shanghai, Cork, Cairo, Boston, Burlington, Toronto, and Draper, Utah by utilizing Technology (email, IM, video conferencing) for daily report out.• Global leader of engineers.

• Schedule Agents• Forecast Call Volumes, • Manage Agents to keep stats inline with SLA's, • Interview, Hire, Train new / existing employees• Managed Ticketing database, administered Document Review, Updated Job Descriptions, • Administered QA Program, • Manage Network Drives, Telephony Admin, support peripherals (printers, Fax, etc), • Desktop/Server Admin• Manage After hours relationship, Incident Handling, PKI, train backups, • Daily/Weekly/Monthly reports. • Motivate employees. • Build and maintain internal and external relationships.

•Developed key partnerships for optimal rates and execution•Parcel Partners is a direct competitor to UPS/FedEx for small parcel shipments. • Set-up and Administered back end database to on-board new customers• Direct contact for ALL Parcel Partners customers and Sales agents.

Developed policies and directs and coordinates human resources activities, such as employment, compensation, benefits, training, and employee services • Conduct assessments of HR practices and policies and develop, recommend and implement policies and practices in support of organizational business objectives. • Conduct exit interviews. Analyzed data for trends, identifying key causes of turnover. Reported on this data and recommended key areas requiring solutions • Conduct training needs assessments and participate in the selection or development of appropriate programs that maximize professional development of each employee • Established and managed the recruiting, testing and interviewing programs, overseeing final candidate selection. • Prepared budget for human resources operations and monitor expenses. • Provided employee relations support by establishing and maintaining positive and direct communications between the company and its employees; worked with managers to build and support an environment conducive to open exchange of information. Facilitate performance planning and appraisals; resolution/mediation; coaching, counseling and feedback; individual/group awareness and assessments to ensure effective and economical utilization of the employees in the Company.. • Supervised subordinates in a manner that provided career and training guidance and growth plans.• Supported business unit management in the employment process by assisting managers in defining job descriptions and duties • Responsible to prescreen and interview Sales Reps, Sales Managers, Customer Service Reps Independent contractors selling Freight shipments, LTL, Small Parcel, International shipping • Helped to create a culture within Prostar companies to maintain similar philosophies across the 5 companies Prostar Fulfillment, Prostar Logistics, Prostar Air, Prostar Trucking, Starling Web Marketing• Negotiate important contract terms and salaries with potential Employees and IC’s

• Database management technician (SAP – Access)• Six Sigma Training / Lean Manufacturing• Responsible to find team players with Lean Manufacturing experience• Managed Incentive team in 365 days with no accidents• Performed Internal Safety Audits and filed Accident Reports• Managed and Built Database to report on production runs at bag manufacturing plant.• Reported weekly to Steering Committee regarding production statistics• Worked with staffing companies to bring on day laborers. • Helped to Source, screen and interview candidates for or exempt and non-exempt positions.

• Worked with recruiters and trainers during 2002 Olympics to hire a diverse employee workforce• Used group interviews to determine best Servers• Used demonstrations and presentation methods to determine best cooks.• Recruited, hired and trained staff throughout management role• Proven success of exceeding sales goals 7 quarters in a row• Generated $50,000 in New Sales in 2004• Because of hiring the right people our attrition rate dropped from 18% 2003 to 3% in 2004• Built and developed relationships with media outlets to promote CPK Business

Maintained Key Relationships. Liason between Support Teams and the Clients to support the objective of the Client. Made strategic business decisions.