Responsible for establishing and leading Stacker's customer success function for brand partnerships products (Studio and Connect), as well as optimizing the customer lifecycle fully from an operations and tracking perspective. Developing and implementing strategies to ensure client satisfaction, overseeing on-time delivery, and review of operational systems.Stacker is the first content distribution platform built for earned reach. Our disruptive model allows brands and publishers to build trusted connections at scale, powering a new kind of content ecosystem where engaging stories are funded by brands, distributed by Stacker, and featured across the world's news outlets.

Salesforce consultant, overseeing the customer experience, scoping and resourcing. Making sure customers saw a successful delivery of Salesforce.

Head of Customer Success leading the Wowza success team-Defined CS structure and strategy, OKRs and metrics, hiring-Focused on operational alignment and best practices for customer engagement-Developed segmentation and team industry specializations -Established clear renewal forecasting and tracking, along with usage and trending dashboards-Support organizational move to HubSpot and data capture to know our customers-Created and ran churn and non-responsive campaigns-Coordinated new product launch, pricing and adoption plans-Exceeded Retention goals, increasing retention rates by 5%

-Leader in fastpaced SaaS startup, responsible for building, operationalizing & optimizing customer success-Recruited and grew org in 6 mos from 7 to 35 FTEs-Work across CS/Sales/Product in roadmap planning, OKR setting, resource alignment & services-Launch of new business models, self-serve & success, resulting in 75% reduction in services workload-Launch of custom Success Console & Community portal-Product partnership to enhance (SaaS) to drive adoption, help, video and 1-to-many content-Development of new customer 60-day onboarding program-Lead effort to drive success to +60% margin, from 10%

-Portfolio Manager & Player Coach , ARR $50MM, AOV Growth of 14%-Management of complex SaaS engagements, driving business value-C-level monthly & quarterly reviews -Defined strategic services adoption plans (+1MM AOV) -Renewals program launch, resulting in annual 88% Renewal Rate & $2MM attrition reduction-Great Leader survey +12% higher than all leaders

-Management of complex marketing cloud + multi-cloud, enterprise client engagements-ARR $15MM; Key Accounts: Sony, Toyota, Bank of America, Oakley, Activision and Mattel-Senior-level strategic guidance on platform roadmap and profitability targets-Services scoping, resource planning & development-Data migration & enhancements, including deliverability, data integration/cleanup, segmentation and privacy-Developed custom technology to expand SMS channel -Increased customer engagement and sales lift by 400%+ through handraiser & welcome series-Integration of DMP & mobile messaging (SMS & in App) to support customer digital transformation

- Execute successful direct response marketing campaigns across email, direct mail, social media, call center, including acquisition and retention- Lead data warehouse integration – database design/flow and requirements management - Roll out segmentation and contact strategies, to identify new segments and communications - Collaborate with product team to create an integrated brand and retail marketing strategy - Redesign website to integrate capture of customer preferences and direct response functionality - Provided strategic direction for DVD channel delivery to determine the best use of customer communications, advertising ad space and mobile messaging

- Lead B2B and B2C marketing & sales strategy to drive sales through direct and retail channels- Daily executive level collaboration on business sales goals, product strategy and targeting - Developed strategic positioning, messaging and creative execution of campaigns, operational setup & results tracking (direct mail, telemarketing, door/door, print, website, email, display/search, QR, TV, radio)- Sales and revenue forecasting and performance tracking- Marketing & sales training - development speeches, TV chats, kits and pre-built materials - Reduced direct mail cost per acquisition by 55%, improved call center close rate by 15% - Increased campaign contact frequency, multi-touch and consistency in market- Implementation of Salesforce Service Cloud to support call center agents, including automation of reporting with full view into calls to sales to activations- Expanded online presence, including website redesign and content development- Advanced beginnings of Social Media, setup of a FaceBook business page & an Iphone App - Research & competitive analysis, with focus groups, sales incentives programs & special offers- Management of marketing team, including HR and performance appraisal responsibilities- Budget & Revenue responsibilities: $25,000,000 - 250,000 new subscribers

- Responsible for maintaining client satisfaction through strategic consulting & project management o Portfolio revenue responsibilities – Product & Services: $45,000,000o Key Account: DIRECTV- Identified, analyzed, researched, documented and resolved client problems- Management of B2B and B2C marketing & sales strategy to drive new acquisitions – including campaign management, testing and execution for direct mail, telemarketing, web/viral & door/door- Worked in tandem with analytics team to develop models and profiles to drive targeting- Built with analytics team a sales/response combo model that projected 13% lift in top decile- Implemented database for campaign tracking, including refining matching logic and extensive evaluation of data content overlap- Enhanced database function and data quality through database & data processing improvements- Responsible for client revenue forecasting, and doubled retainer & data billing year-over-year- Increased campaign contact frequency & reach with no degradation in results- Improved net sale rate for direct mail from 2007 to 2008 by 40%- Expanded content universe with multiple compiled and vertical providers, with specialized lists giving 38% improved net sale rate over base file

- Implementation and management of enterprise CRM database and segmentation scheme- Integrated segmentation and customer optimized strategies in Call Center, Website and Retail - Developed tracking structure for all local and national marketing campaigns, including test/control evaluations and defining campaign metrics and ROI- Refined inbound call analysis with transition of phone carriers, saving $200,000/year- Provided campaign analysis and research for divisions and corporate groups- Lead data warehouse/database enhancements, including data cleanup and standardization- Maintained vendor relationships and review of RFP’s- Prepped the organization for a long-term CRM environment- Developed of data and contact stream for customer retention and loyalty program- Rolled out product specific models, with reallocation of marketing dollars to high value areas- Worked towards resolving non-pay segments and offers based on credit worthiness

- Facilitated development and execution of multi-tactical marketing campaigns – including targeted direct mail, TV, newspaper, email, radio, outdoor, door/door and events- Concepting and writing of program creative, including determining offer and list- Drafted business requirements and promotional details- Developed tracking system to support forecasting, campaign results tracking and analysis - Performed post-campaign analysis and communication of results- Controlled call center and telemarketing teams based on marketing campaign initiatives- Managed outside agencies & vendors, including press checking and print production/fulfillment- Implementation and rollout of segmentation scheme- Increased sales numbers through testing and challenging controls, mailing 40 million pieces/yr- Revenue responsibilities: $8,000,000

- Managed campaign production & client relationships for direct/database marketing - Developed recommended list rentals strategies based on target demographics, lifestyles, models and targeted data- New client prospecting and acquisition, to generated product sales and meet commission goals- Marketing material creation and editing, including direct mail campaigns- Developed training strategies for new Sales Coordinators- Revenue responsibilities: $500,000