Leading all aspects of the iGrafx Customer Success team, function and process. Building a world class organization to innovate and drive value with a global customer base through efficient and effective processes, teams, and cross functional improvements.• Developing and leading a Customer Success Management organization from the ground up.• Driving critical long-term value through recurring revenue and customer retention.• Responsible for all Annual Recurring Revenue and Success Metrics• Reporting to the Board of Directors on ARR, NRR, GRR, ACV, CSAT, and NPS• Defining and achieving targets on renewal rates, customer satisfaction, expansions, upsells, and new opportunities while working in concert with Sales, Services, and Support.• Overseeing and managing the global renewal process and identify opportunities for account growth• Streamlining and enhancing the global renewal process by 65% for improved visibility and customer retention.• Implementing a new and ongoing NPS program.• Serving as the Customer Advocate with Product Management to influence the product roadmap.• Strategizing with key clients to identify new use cases to drive value through the platform.• Guiding clients through the transition from On-Prem to Cloud SaaS• Partnering with the Technical Support team, Finance and Operations to resolve any escalations.• Developing iGrafx champions and generate customer references for the marketing team.

SpotOn Inc. acquired Appetize in late 2021.Lead the Appetize Client Success, Implementations, Training and Help Desk teams to develop innovative solutions and processes while driving long-term client value and success.• Leading the execution of transformational projects improving the customer experience and growing our established base of customer advocates. • Developing and owning the long-term vision of Customer Success, working with the Exec Leadership Team and key internal stakeholders to improve customers’ long-term success. • Partnering cross-functionally with product, marketing and delivery to drive customer success to the forefront of business unit focus. • Increasing CSAT, NPS, renewal, expansion in no-touch and low-touch post sale journeys. Working with IT and engineering to envision and implement infrastructure to support automation and reporting on post-sales processes including on-boarding and renewal workflows. • Using data to inform decisions and drive strategy while reducing customer churn. • Driving revenue through upsell and renewal pipeline. • Conceptualizing and developing new programs to deepen partner relationships.

Responsible for building, streamlining and leading all operations for the Client Onboarding and Professional Services organizations.• Responsible for strategic roadmap to build out and optimize business operations• Identified opportunities for process improvement such as the successful implementation of a new project management system to provide better project tracking and enhanced executive visibility• Developed proprietary implementation methodology to standardize client onboarding and streamline handoff processes• Developed high functioning team of project managers, business analysts, and technical consultants• Increased Services revenue by 5x in first 12 months• Delivered over 120 implementations across 7+ vertical markets for big name clients• Achieved a 98% Client Satisfaction ratingMomentFeed’s mobile customer experience management software helps companies with a lot of locations attract more customers by influencing consumer decisions on mobile. We help clients like Applebees, Cricket Wireless, and Pizza Hut to engage with consumers 10 times more effectively through the most important mobile networks, including Facebook, Google, Apple, Snapchat, and Yelp.MomentFeed’s mission is to empower multi-location businesses to continuously and predictably capture more sales through mobile. Each day we strive to be the best place our employees have ever worked, and the best partner our clients have ever had.

*Tango Management ConsultingResponsible for client implementations across the IWMS and Real Estate Management Software industries.Focused on client success, process improvement, and growing the consulting practice.Significant expertise in the software platforms related to Facilities Management, Lease Administration, and Store Lifecycle Management.

Responsible for all new client implementations. Focused on process improvement, application of best practices, and exceeding expectations.• Created an Implementation Team from the ground up to scale with company growth and drive success.• Drove Best Practices to standardize project scoping, planning, and delivery.• Implemented a new project management system to provide better project tracking and enhanced visibility for Senior Management.• Implemented standardized hand-off processes to ensure appropriate ownership across multiple teams.

Responsible for the management and career development of Professional Services staff, ensuring quality delivery in all consulting engagements. Work with current and prospective clients to develop new business and provide recommendations on services. Manage project escalations and oversee the successful implementation of Accruent Inc. products and solutions.

Functional Lead for Accruent’s flagship real estate lifecycle management software for many of the world’s largest retailers including McDonald’s, Payless Shoe Source, PetSmart, 24 Hour Fitness, Chico’s, Family Dollar Stores, Rue 21, TJX Companies Inc., The Men’s Wearhouse.

Focuses are project management, business process flow redesign, requirements gathering, testing of work products and general meeting facilitation.