• Partner on a project with US and Canadian Accounts

• Main point of contact for account base of 16+ customers at $900K+ MRR • “World Class” Net Promoter Score (NPS), top achiever in the Enterprise segment • Retain top customer 1+ year beyond their forecasted churn date• Efficiently handle emergency escalations ensuring service level agreements are met• Coordinate customer support experiences with multiple cross-functional departments• Work closely with senior leadership, finance, legal, and engineers to ensure best solutions are provided to each customer• Serve as Project Manager for all new implementations and maintenances within the customer base to ensure each project is completed with precision and timeliness• Manage all facets of customer retention, including resolving customer concerns, renewals, and developing customer growth plans• Collaborate with leadership and peers to bridge the gap between customer wants and Rackspace offerings and to develop best customer service practices• Support fellow Account Managers via mentoring and professional development opportunities• Facilitate training and onboarding for new customers and client contacts, to ensure full understanding of the value and service that Rackspace provides• Inform of and recommend products or services that have potential to meet the clients’ business needs and work with our Sales Team to attain revenue goals• Diffuse difficult customer situations through thoughtful problem solving and active listening• Institute RackParents Racker Resource Group in Austin office• Member of the Austin (ATX) Diversity Crew & represented Rackspace Austin on the RackParent San Antonio (SA) Board at the Castle/Rackspace Headquarters

• Manage launch of new publisher daily deal sites from contract to 1st deal live• Coordinate with development team to ensure client expectations are set appropriately and the product delivers to the specified brief• Oversee Deal Operations and act as the ongoing Account Manager for launched publishers after 1st deal live

• Manage contracts for database of ~300 vendors• Negotiate changes and modifications to vendor contracts• Serve as key interface with resort vendors and internal Interline Vacations travel agents• Compose biweekly email marketing update and a comprehensive brochure every six weeks

• Oversee 30 employees in seven arenas to ensure response time goals were met • Create and develop training materials; improve efficiency of procedures and system tools through system use/testing and employee feedback by recommending changes to tool structure and content• Act as the Human Resources and Public Relations Manager (2007-2008)• Representative for the company at Austin Chamber of Commerce events, helping increase site awareness• Conduct new employee orientation, training, and benefit enrollment of eligible employees• Manage payroll and benefits for the Austin Bebo staff

• Provided seamless Account Management.• Researched and enacted relevant tax processes for Breedlove's niche clients. • Worked with potential clients to discuss Breedlove services to ensure our company was a good fit. • Updated, compiled, and composed procedures for instruction manual.

• Surgical retrieval of donor eye tissue within a 36 county territory of Central Texas • Mastery of sterile, surgical procedure in non-sterile environments to procure viable eye tissue for cornea transplants and other surgical applications of the sclera eye tissue• 24 hour on-call position with 15 minute response time to ensure timely retrieval of eye tissue within the 14 hour viability window