Advisory member to the Customer Experience program. Teaming with like minded professionals to shape the future of CX education.

Spearheaded onboarding, renewal, adoption acceleration, risk mitigation, and customer advocacy efforts for the BPO/ Enterprise sector. Excelling in establishing and nurturing robust client relationships while enhancing the portfolio's value through a blend of interpersonal proficiency and the utilization of Salesforce and GainSight to oversee, assess, and enhance the overall well-being of the portfolio.

The Customer Success Manager plays the critical role of supporting Genesys Cloud customers. The CSM holds a fluid portfolio of clients and is responsible for client success as defined by the client.• Manage a portfolio of Named Accounts• Server as a trusted adviser between client and Genesys • Manage customer satisfaction and ensure the success of client solutions• Track customer metrics within CRM system (Salesforce.com)• Provide Executive Business Reviews (EBRs) to named accounts within the portfolio• Present business solutions at the executive level • Assist in lead negotiations and overcome objections for deal closure • Manage complex sales cycles and multiple engagements simultaneously • Provide project management to ensure the success of current clients

Enhancing the Client Experience through education and creative solutions for our wellness sponsors.

ANGIE’S LIST, INC. – CLIENT SUCCESS MANAGER (8/2016-PRESENT)ONLINE DIRECTORYService and maintain 200+ advertising accounts and portfolio of approximately 200 clients with a combined account value of $3.7M. Establish and maintain solid business relationships with a host of service providers to meet their online advertising needs. Consult with prospects to close new business. Renew annual advertising agreements (12-month contract) with existing accounts for sustained revenue growth. Administer all facets of online marketing on Angie’sList.com. Onboard new clients and consult frequently with business owners on opportunities for expansion of advertising markets and categories for new sales. Notable Achievements:▪ Demonstrate proficiency with the Sales Force platform; serve as a resource liaison on usage to end users.▪ Serve as the Gain Sight/Sales Force Team Lead. ▪ Actively involved with multiple pilot programs for both the client side, as well as for the Sales Department in terms of new platforms and technologies.▪ Consistently ranked as a top 10 rep in the department of 150+ over the last 12 months in multiple categories.▪ Won numerous sales awards as the #1 performer in the department for highest percentage to goal, most talk time, and best mentality as voted by colleagues.▪ Began working with accounts strictly under a yearly value of $1K and currently manage from $3.5K to $25K annually; promoted on 2 occasions since time of hire for outstanding sales contributions.▪ Finished as a top 10 rep for the year 2017 out of over 250 sales reps.▪ Recipient of 4 strongest mentality awards and 10 performance awards in 2017.

Key contributor as a member of a virtual global team of Site Administrators accountable for the coordination and implementation of business software. Oversaw software testing, development, and deployment on an enterprise level. Responsible for the harmonization, announcement, and implementation of all software to a targeted audience that ranged from select number of users to the entirety of Roche Diagnostics. Brought software from the coding stage through to deployment for an entire site of employees.Notable Achievements:▪ Project managed large scale software deployments for Roche on a global scale with an emphasis on North America and Latin America. ▪ Collaborated with teams in Germany, Switzerland, Japan, and San Francisco on all initiatives.▪ Successfully managed 20 to 30 initiatives simultaneously with each lasting an average duration of 4 weeks.

Managed a direct report field services team of 15 and provided operational oversight for over 50 technicians. Ensured a high level of productivity and customer satisfaction in the field and worked collaboratively with others to surpass sales goals. Provided leadership and direction on all company policies, procedures, and protocols for uniformity and consistency of business practices. Spearheaded training and development initiatives that maximized work performance. Led installation team and ensured optimal utilization of company assets. Oversaw vehicle maintenance and inventory program; maintained full regulatory compliance with all county, state, and federal regulations.Notable Achievements:▪ Performed in a multifaceted role with accountability for all operations management, as well as all Human Resources plans and programs for training, coaching, sales training, and quality inspections.▪ Communicated frequently with senior management on progress reporting and addressed any issue escalations for successful outcomes.

Managed and processed new incoming accounts. Facilitated third party closes in person and on the phone. Motivated new and experienced representatives at the company. Planned and executed daily sales meetings 6 days out of the week. Responsible for continued product training and installation.