• Passed the torch of leadership of the Support and Implementation teams to those I hired in order to focus on operational support for the Customer Success and Sales departments, with an emphasis on standardizing the sales process across both to decrease sales cycle length and friction and increase customer retention and satisfaction• Continued previous operational responsibilities and expanded them to include the Sales department, including Account Executive, Account Manager, Sales Development Representative, and Solutions Engineer teams• Designed and maintained quarterly, weekly, real-time, and ad hoc reporting to support the Sales department's understanding of their targets, quotas, and attainment• Implemented new tools and processes into platforms including Chili Piper, Gong, Klenty, Outreach, and Salesforce to introduce operational rigor to the sales process and improve pipeline health• Led and implemented a complete refresh of the existing MEDDPICC sales methodology

• Led the Support team and evolved it from the start-up phase by creating processes and implementing tools including Freshdesk, Intercom, Logrocket, with a focus on decreasing first response and resolution time and increasing ticket transparency across the organization.• Developed the Support team's operating mandate to be focused on quick response, chat-forward, white glove support with reliable 12x5 coverage.• Built close relationships between the Support and Engineering teams to ensure quick resolution to customer tickets.• Personally handled escalations from enterprise customers, including troubleshooting, writing and delivering incident reports, and resolution follow up.• Founded the Implementation team to reduce customer time to value and increase long-term adoption and retention.• Designed and maintained quarterly, weekly, and ad hoc reporting on both Support and Implementation team performance metrics.• Provided operational and reporting support to the entire Customer Success department, including CSM, Professional Services, and Renewals teams.• Implemented a company-wide customer feedback survey including NPS and CSAT.• Served as administrator or co-administrator for various platforms used by the Customer Success department, including Amazon Quicksight, Chili Piper, Freshdesk, Gong, Guru, Intercom, Mixpanel, Qualtrics, and Salesforce.

• Continue previous operational responsibilities and expand them to include additional teams across the Customer Operations organization, and to include all CM Group brands• Join the Sailthru leadership team, responsible for managing the 100+ employees and $40M+ ARR of the Sailthru brand and organization to a budget and goals set by CM Group• Further extend management of the customer feedback study program to include all CM Group brands, forging a consistent process with results comparable between brands, with 11,000+ responses to 30+ surveys• Grow the management of the customer feedback study program to encompass execution from start to finish, including coordination with stakeholders and leadership teams on recipient lists, survey content, invitations and reminders, analysis of results, and ensuring that relevant feedback gets to the right teams in a timely manner

• Expand previous operational responsibilities into a full-time role, with emphasis on making Sailthru’s Customer Success team as efficient as possible, enabling CSMs to take on larger books of business• Integrate closely with the CM Group Operations team to ensure that Customer Success at Sailthru is aligned with the larger organization• Extend management of the customer feedback study program to include additional CM Group brands• Create and manage dashboards to aid both CSMs in managing their customers, and Customer Success Directors in managing their CSMs• Lead the cross-functional team responsible for coordinating long-term data recovery in the months following a major downtime-incurring platform incident

• Continued to grow all responsibilities listed within previous role.

• Manage a portfolio of eight customers totaling over $2.5 million in recurring revenue, including a 25% expansion of portfolio value during my tenure• Create and maintain a partnership and strategic relationship with clients to drive value, retention, renewals, adoption, upsells, growth, customer success and satisfaction through use of the Sailthru platform• Work alongside customer’s email, website, and mobile app marketing teams to provide best practices and annual, quarterly, and ad hoc analysis of performance metrics• Serve as the customer’s advocate throughout the Sailthru organization to drive cross-functional teams across development, product management, and support• In addition to customer facing responsibilities, serve as the CSM team’s operations leader with a focus on improving systems and processes used by the team to increase efficiency• Transition Sailthru’s Customer Success team to using Totango and Toggl as their primary Customer Success Management and time tracking tools and become the ongoing administrator of both platforms• Design and maintain quarterly, weekly, and ad hoc reporting on Customer Success team performance metrics• Inherit and revitalize the company-wide customer feedback study and provide analysis on the results

• Move the Professional Services team out of the startup phase by creating a standardized and repeatable implementation process by formalizing methodology and using project management best practices• Transition team to using Clarizen as their primary Professional Services Automation and time tracking tool and become the ongoing administrator of the platform• Design and maintain quarterly, weekly, and ad hoc reporting on Professional Services team and project performance metrics

• Design and implement process and technology support for three new business services during a rapid transition period, including new workflow solutions, new business intelligence reports, and new software features• Install and administer physical and virtual servers running company databases, websites, and applications• Set up and maintain all workstations, network infrastructure, and office peripherals for a thirty person office• Create and manage a tight annual budget to provide for all information technology needs• Develop and execute a cost-efficient backup and disaster recovery solution• Manage a contract software engineer in addition to Operations team• Continue all responsibilities from previous position with less emphasis on Operations activities

• Lead Operations team of Data Analysts and Customer Service Representatives to increased efficiency during a rebuilding phase after the departure of the previous manager• Interface and coordinate closely with Sales, Marketing, and Legal leadership• Report directly to company leadership and interpret high-level directives into specific objectives• Continue all responsibilities from previous position

• Design SQL business intelligence reports for internal analysis and external informational updates• Manage the design, development, and implementation of Oil and Gas Rights Manager, a custom mapping application with a SQL database back end• Inherit existing SQL databases and continue to build them to provide for all company data needs• Develop processes to clean, standardize, and regularly update large data sets for use in a SQL database• Create and utilize system to associate payment and commission information on a per parcel basis• Continue all responsibilities from previous position with less emphasis on Customer Service activities

• Develop and maintain custom CRM utilizing SQL database with Access front end to manage landowners from first contact through lease payment• Serve as primary point of contact for all landowner inquiries via phone and email• Establish Appalachian Basin land leasing business model to facilitate over $250 million in leasing activity• Coordinate with oil and gas companies to resolve curative issues and troubleshoot problematic leases

• Developed business model, service criteria, and pricing thresholds• Created and implemented marketing strategy to attract customers• Achieved broad penetration of the software solutions market

• Conducted market research in international iron ore mining,shipping, and contract law• Crafted internal briefs to resolve international contract disputesbetween the company and iron ore sellers• Interacted with current and potential business partners

• Responded to phone call and email from faculty, staff, and studentsregarding the university’s software and services• Interacted with customers on-site to resolve software issues• Managed flow of walk-in customers based on problem diagnosis