Lead a team of 125+ H-E-B Partners delivering digital support to our online shoppers- Migrated the company away from legacy CRM onto new platform- Developed & deployed enhancements to phone systems to provide better customer service - Managed the transition to a fully distributed workforce across the state of Texas

Earth Class Mail is a Scaleworks CompanyLead a team of 10 customer success & on-boarding professionals. Goals included install base growth, churn mitigation / prevention, and end to end ownership of the customer experience. Highlights and accomplishments from this role: - Reduced install base churn by 2%- Increased install base growth from less than 1%/mo to over 3%/mo- Made personnel and process changes that reduced customer wait times by 2 hours or more- Eliminated waste & improved customer satisfaction by introducing multiple forms of workflow automation (both internal and customer facing)- Rolled out closed loop feedback process (Net Promoter Score) to all customers and trained the team on how to manage the process

Qualaroo is a Scaleworks CompanyReported directly to the Scaleworks board of directors and led a team of 15 sales, marketing, support and engineering people in remote and local positions. My primary goals as CEO of Qualaroo were brand development / positioning and revenue growth. Other goals and accomplishments in this role: - Increased average customer spend (both new and existing customers)- Reduced churn while increasing share of wallet- Launched several new features / integrations for the Qualaroo product that resulted in more customer share of wallet

Assembla is a Scaleworks Company- Responsibilities included install base growth, churn management, and the overall customer experience. - I worked directly with our CEO and CTO on pricing strategy and go to market plans for new features and functions within the application. - Managed Net Promoter and other customer feedback programs - Owned an accelerated migration from an internal billing system to Stripe

- Managed organisations ranging in size from 8 to over 100 engineers and customer success employees across three shifts- Responsible for coaching and day to day management of Sr. Manager staff - Launched new programs focused on cloud customer retention and gaining more share of wallet- Member of several company wide initiatives focused on delivering better service to cloud computing customer base

- Responsible for over $36 million in install base revenue- Delivered and acted upon feedback programs including NPS and 360 feedback loops- Met with top customers both on location at their offices and at our world headquarters

- Managed day to day need of my team which consisted of Account Managers and Linux Engineers- Exceeded churn and install base growth goals- Responsible for hiring, firing, and creating development opportunities for my team

- Managed book of business totaling $12M annually- Responsible for install base growth & churn- Managed closed loop feedback process (NPS)