Regional Manager - West- Supervise a team of Customer Success Managers.- Create and implement strategies to enhance customer success and boost team performance.- Foster strong, strategic, and consultative relationships with clients to ensure their success.Global Customer Success Department Development- Establish and refine departmental practices and procedures to improve operational efficiency and customer retention.Boosting Product Adoption- Drive the adoption and expansion of products among Fortune 100 clients.- Develop and execute strategies to increase product uptake and contribute to revenue growth.Net Dollar Retention (NDR) and Business Expansion- Formulate and manage strategies to retain current customers and stimulate revenue growth.- Oversee initiatives aimed at expanding the customer portfolio and increasing its value.Coordination of Cross-Functional Activities- Facilitate collaboration with partners, services, product, and engineering teams to speed up time to value.- Optimize processes to enhance efficiency and improve customer satisfaction.Strategic Partnership Development- Cultivate strategic relationships with key stakeholders to foster regional business growth.- Work with partners to identify and create mutually beneficial growth opportunities.Expertise in Data Security, Privacy, and Compliance- Provide expert guidance on data security, privacy, compliance, and governance to ensure regulatory adherence.- Advise clients on protecting customer data and sensitive information.- Recommend best practices to minimize risk and maintain industry standards.

Customer Success Coach for the Catalyst Coaching Corner, a program that pairs people who are aspiring to become Customer Success Leaders or who wish to elevate their Customer Success career with experienced industry leaders for monthly coaching sessions.

At ClickTime Customer Success is responsible for onboarding all new clients, reviving any underperforming accounts, and technical support. When the previous head of Customer Success left for an opportunity closer to home, I was promoted to turnaround, rebuild, and lead the team to effectively increase retention and reduce churn.• Key member of senior staff providing advisory support to CEO and founder.• Measure and report churn, revenue growth, and revenue risk analysis to the strategic team.• Manage the delivery team of four local and remote support specialists and customer success managers.• Create tailored career paths for each member of the team.• Accountable for revenue retention and renewals.• Design paths to success for all account segments.

Customer Success point person for pre and post-sale technical, strategic, and complex accounts. Accounts included those that subscribed to extended services, SSO, web services, or forecasting modules. Responsible for two-thirds of the recurring revenue and 100% of the revenue from the delivery of services and custom solutions.Responsible for the recurring revenue from all extended services clients.Managed API Beta testing campaigns with global customers and partner developers. Onboarded new API partners and customers. Managed end to end API engagement process from qualification, requirements, specification writing, through contracting, negotiating, closing, training, implementation, and deployment with key stakeholders, decision makers, and technical contacts.

Managed the Professional Services team of ClickTime. Responsible for the implementation of customizations to the core functionality of ClickTime's primary enterprise business application. Managed feature development from concept to delivery and invoicing. Maintained a product backlog and road map of client and end-user feature requests for future development. Primary point of contact for VIP customers: Johns Hopkins, REI, American Express, Xerox, Google, and more. Developed and maintained all documentation, including screencasts, to highlight new and/or complex features. Responsible for QA testing on new features and bug fixes. Led the summer internship recruitment program.

Managed the construction of 58 closed social networks post-sale through launch. Designed, executed, and managed a tailored marketing plan unique to each client. Produced copy and creative for advertisements in serial publications and mailers. Composed and sent broadcast marketing emails on behalf of the client to end-users. Designed and created graphics for Professional and Alumni associations' social networks. Created feature enhancement business stories for use in Scrum agile development process. Developed and maintained product documentation, client FAQ portal, and marketing collateral. Tracked and reported community metrics, key to business objectives, to the executive team as proof of ROI. Worked internally with team members to develop backend management applications aimed at simplifying the Community Administrator responsibilities. Managed new product and feature code releases based on client/end-user feedback and company objectives. Conducted WebEx webinars highlighting product functionality.

Performed, choreographed, and taught new and repertoire works in and around California. Performed in a variety of styles from modern and ballet to hip-hop and mambo.

Managed sales, distribution, and technical support of all aspects of British automotive restoration, racing, and rallying. Worked with R&D to develop and test a roots type supercharger for four and six-cylinder iron block motors.