As a leader of Customer Success Managers and Customer Success Architects, my team and I have built the Customer Success Architect team from the ground up—establishing key processes, metrics, and securing business buy-in for its critical role in driving success for both our partners and customers. My team plays a pivotal role in overseeing the early stages of the customer lifecycle, setting customers on the path to long-term success, and collaborating with partners to enhance the overall customer experience.I also lead a dedicated group of CSMs focused on our emerging ESG product. This team is uniquely designed to develop processes and procedures that will eventually be adopted by the broader CSM organization as the product scales.A key aspect of my role is investing in the growth and development of my leadership team, ensuring they, in turn, cultivate the talent and potential within their teams. My role demands creativity, vision, analytical thinking, storytelling, cross-functional collaboration, and the ability to rally others around a shared direction.

Invited to be a Customer Success Coach for the Catalyst Coaching Corner, an application-based 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. Apply here: https://catalyst.io/coaching-corner

Spekit is the new way to learn in today’s remote, digital workplace. Say goodbye to distracted zoom training sessions or lengthy LMS courses your teams will forget. Instead, Spekit takes all of your training & enablement - for your tools, processes, sales playbooks, SOPs and more and embeds that training directly in your employees’ workflows, right when and where they need them. Whether that’s a walkthrough to guide them through creating a quote in Salesforce or a competitor battle card to handle an objection in their email, Spekit is that learning companion every step of the way. Learn why Revenue Operations & Enablement leaders at Uberfreight, Southwest Airlines, JLL, Snowflake and more choose Spekit to accelerate onboarding, drive tool adoption increase productivity, remove the friction of change management and fuel the growth of their employees - from anywhere.

Led a 2 day workshop guiding a cross-functional team through existing onboarding processes and procedures to identify gaps, and strategies to enhance their new customers experience. Took the information from that workshop to diagram their optimal flow, along with a project plan to develop the missing assets or resources to attain their ideal end state. Feedback from the session and the end customer facing product was overwhelmingly positive in not only the quality of the end result, but it the speed in which it took the team to get there.

A product of Spatial Networks, Fulcrum is a cloud-based mobile data collection platform that enables organizations to gain valuable insights into their assets and operations. Thousands of companies in the engineering, construction, oil and gas, energy and utilities, water and sewer, agriculture, environmental protection, and transportation industries around the world use our software to transform the way they work

Givinga is on a mission to redefine philanthropy. Developing tools and technology to remove the traditional barriers to philanthropy, empowering companies to develop modern giving solutions that align with and enhance their corporate strategy. Givinga's technology, Philantech®, supports workplace giving programs, brands seeking to enhance their charitable impact, startups reimagining B2C charitable giving, foundations looking to increase donor engagement, and more.

RevolutionParts accelerates part and accessory sales for automotive dealers. The company is focused on making it simple and affordable to sell across multiple channels, including ecommerce, online marketplaces, and wholesale. The RevolutionParts platform powers more than $210M in sales and reaches millions of unique buyers globally

Grew and scaled Customer Success teams over 4x during a period of rapid company growth, through hiring best practices, new processes and procedures, and implementing new technologies.Responsible for three high performing teams, across three disciplinesOnboarding​ - Built team from the ground up, and created new onboarding experience thatincreased customer platform consumption and spend by over 40% in its 1st monthSending Project Managers​ ​- QoQ net revenue growth upwards of 75%, and YoY of over 400%Strategic Customer Success Managers​ - Retained and expanded Sendoso’s highest priorityaccounts through proactive and value-added engagements across the customer journey.

Leading cross-functional teams, we design new services and experiences for smallbusinesses owners to maximize their RoI quickly using Infusionsoft. Main areas of focus have included, Free Trial, and New Onboarding where we've seen a reduction in customer onboarding time by over 75%, as well as growth in our free trial channel of over 380% growth in new customer acquisition over 6 months.KEY COMPETENCIES employed in this position include: DEALING WITH AMBIGUITY EFFECTIVELY - Navigating through the unknown to drive and deliver new insight to the business, which help fuel success for our customers and growth for the company.CREATIVE PROBLEM SOLVING - Working through, and with others to brainstorm, ideate, test, and analyze new ways to better serve.TIMELY DECISION MAKING/DECISION QUALITY - With new information, come new decisions to make on the next move to take. Analyzing new data, paired with open conversations with key stakeholders to make the best decision...quickly, in a fast paced environmentPERSEVERANCE - Pursue everything with energy, drive, and a need to finish, especially in the face of resistance or setbacks, which there can be many when testing a new process, or service.PRESENTATION SKILLS - Effective in a variety of formal presentation settings: one-on-one, small and large groups, with peers, direct reports, and bosses. Through commanding attention and can managing group processes during the presentation...able to change tactics midstream when something isn’t working.BUILDING EFFECTIVE TEAMS - Blending people into teams when needed and creating strong morale and spirit in the teams. Sharing wins and successes, fostering open dialogue, and letting people finish and be responsible for their work. Success is defined in terms of the whole team, where we strive to create a feeling of belonging.

COACHING AND DEVELOPMENT OF STAFFAwarded at the company level for being a “Multipler”, which is to say I’m able to identify people’s native genius and connect them with meaningful, and engaging work. Through coaching, one on ones, team involvement, and other strategic initiatives, we have created an environment where people feel safe, cared for, and connected to a greater purpose. We see this in the Great Places to Work survey, where our group consistently has the highest levels of happiness in the department. I have a record of accomplishment of leaders emerging from teams I lead, who then go on lead teams of their own.COMMUNICATIONI am described as an effective communicator, in large groups of 100+, small groups, one on one, or written, I am able to connect with people in a way that resonates. I often meet with cross-functional leaders of various levels of the organization, up to, and including the Chief Customer Officer and Co-Founder.DATA ANALYTICS PROBLEM SOLVING Leverage Salesforce and Excel to track and monitor department progress towards goals and report into the VP of Customer Success. Using those same tools, I regularly produce new customer and company insights that are often shared throughout the department. These insights influence metrics like new customer retention and customer usage/consumption across the five areas I lead. As the Director of Professional Services I have also created and rolled out new compensation plans for 60+ Individual Contributors, and developed effective staffing models annual planning.DELIVERING RESULTSProven record of accomplishment delivering on team and department goals. We’ve created an environment where people can deliver their best, the right way, because they are connected to the overall vision and purpose of the company, and they understand how the work they do impacts that. Provide daily updates and tracking to goals to pivot and adjust where need to ensure we’re on track and deliver with excellence.

COMMUNICATION: REPORTS/PRESENTATIONS/TECHNOLOGY Prepare and analyze reports for client management and appropriate consultant follow up. Authored professional correspondence to small business owners, consultants, and other "Infusionites". Conducted one on one and small group sessions on effective communication. Rapidly learned and mastered varied computer programs; Microsoft Office, NetSuite and a variety of other SaaS products.COACHING AND DEVELOPMENT OF STAFFHeld regular sessions with team members to discuss and attain personal and professional goals through effective coaching and planning Evaluated and coached consultants on how to have more productive, engaging and beneficial conversations with their customers and peers, seeing a month over month increase in NPS since taking on the role.DETAIL MASTERY & ORGANIZATIONManaged all aspects of day-to-day operations as Success Consultant Manager for Infusiosionsoft: Delivery of Director and Vice President initiatives.Supervision of up to10 individuals who in turn consulted with over 200 small business owners.

COMMUNICATION: REPORTS/PRESENTATIONS/TECHNOLOGY Prepare complex reports for student management, ensuring marginalized and at risk students took priority. Authored professional correspondence to students, faculty, and support staff for the University. Conducted small and large group sessions on effective communication.Communicated Academic concepts and policies to students using layman’s terms to facilitate understanding. Rapidly learned and mastered varied computer programs; Microsoft Office, CampusVue and a variety of other student database systems.COACHING AND DEVELOPMENT OF STAFFAwarded by EDMC Leader of the Month : Traits required for this distinction include; Coaching and Staff Development, Business Initiative and Growth, and a model for positive change.Held regular sessions with team members to discuss and attain personal and professional goals through effective coaching and planningEvaluated and coached Academic Counselors on how to have more productive, engaging and beneficial conversations with their students and peers.CUSTOMER/STUDENT SERVICE & PROBLEM SOLVING Oversaw academic operations of 14 Academic Counselors and trained to provide impeccable student service. Developed and implement strategic outreach to at-risk students: Launched an initiative to contact students weekly while in their 1st 2 courses. Monitored grades and attendance/activity for all other students and contact as deemed appropriate.DETAIL MASTERY & ORGANIZATIONManaged all aspects of day-to-day operations as Academic Manager for South University: Delivery of Senior Director initiatives.Supervision of up to14 Academic Counselors who in turn monitored over 4700 student’s schedules, academic progress attendance and course work.Compliance with all internal values and external legal standards

CUSTOMER SERVICEAs a Management Trainee, I learned how to communicate with and influence all types of customers, vendors and co-workers. This was the one skill I used every minute of every hour of every day you’re at Enterprise. MARKETINGBuilt a marketing strategy that reached out to local businesses and the community. Built solid business-to-business sales skills as well as relationships with everyone from local business people, to neighbors across the street.FINANCIALBasic accounting and finance principles, Manage profit and loss statement for the branch. LOGISTICSResponsible for a fleet of as many as 200 vehicles. learned everything from creative time-management techniques to innovative organizational tools to help keep my branch running smoothly.

Managed multiple locations and individuals in the telecommunications industry during a time of rapid growth and adaptation of if the technology by the general public. Trained employees on sales strategies, presentation, follow up, customer service best practices and new products and services. Led location to be a top producer of sales and employees ready for leadership positions.