Global SaaS provider of Service Lifecycle Management software focused on simplifying service delivery for complex and configurable products.● Reported to the CEO. Responsible for post-sales services, education, and support.● Led global team of Project Managers, Software Engineers (java, web, mobile, ETL), and director-level leadership using agile methodologies to achieve results.● Created first services and support headcount model and budget to allow for growth and scale● Conducted first NPS (Net Promoter Score) and customer satisfaction survey, creating action plan to address areas of improvement.● Participated in presales activities to help sell the Mize solution and services to major accounts, creating first slides to highlight the team’s story

Global SaaS provider of science-based pricing, promotion, space and competitive insight for innovative retailers.•Reported to the COO / CCO. Responsible for post-implementation client care •Led global, remote team of Price Strategists and Data Integration engineers to help retailers use the Revionics product suite to achieve their fiscal goals.•Managed all services (implementation, customer success, and support) for the Competitive Insights business unit•Identified issues, areas of opportunity, and concerns regarding support tooling, and led effort to acquire and deploy a new support tool to improve customer experience and support analytics, leading to a 3x increase in support tool adoption. •Achieved 96% customer satisfaction rate on support cases with a 2.1-hour median first response time.•Created tiered account strategy for account support and headcount modeling.

Cloud-based, predictive analytics platform that delivers insights to the frontlines of education.•Reported to the CCO. Responsible for software delivery and all post-sales services for newly acquired company.• Led Project Management, Data Engineering, and Support teams, hiring managers and initial team members• Head of Services for acquired company, including Implementation, Support, and Customer Success team• Created support team from the ground up, including selecting and deploying client case tools, developing scope, and processes to take care of our clients• Created customer success treatment model for newly acquired company, focused on improving customer usage and adoption

Privately held technology company that develops e-commerce software for businesses.•Reported to the CMO. Responsible for all post-sale for fee client services and client retention.• Led Retention, Enterprise Client Success Manager, Upsell, and Migration Services teams, directly managing leaders at the Director and Manager level• Owned retention number for the business, and supervised cross company initiatives to improve retention, increase upsells, and decrease churn• Created Enterprise Customer Success strategy to guide client success and retention for company’s largest accounts• Transformed the Migration service to become a competitive differentiator while providing a fast and cost effective service for our clients• Led Net Promoter Score (NPS) initiative for the business, analyzing results and creating action plans with department leaders• Speaker at Customer Success Summit 2015, “The Dynamic Duo: Customer Success and Customer Support”

Marketing and advertising services.• Reported to the CEO. Responsible for all post-sales client-facing functions.• Led Services and Support team, comprised of all post-sale client functions, including deployment, support, retention, upsells, and client nurturing marketing.to reduce churn by 40%• Created onboarding process and managed team to a 30-day onboarding rate of 90%.• Developed and managed support team to a consistent 99% 4 business hour SLA and 96% client satisfaction survey rate (10 point improvement)• Created retention team and developed retention strategies, including managing client nurturing marketing position.• Provided churn analysis and cross-department recommendations to reduce churn.

Software company focused on the Non-Profit sector. Blackbaud acquired Convio in 2012.•Reported to the VP, Services. Accountable for $3M in services revenue, team project performance, margin, and billable utilization.• Managed team of project managers responsible for high-end client retained services engagements• Managed web developer manager and indirectly managed team of web developers.• Represented services team in sales pursuits, drafting proposals, contract language, and demonstrating value of services• Picked to represent former Convio business on key company initiatives, including bonus plans, product satisfaction, and account team roles and responsibilities.

*Reported to the Director, Client Care. Responsible for customer support for all high-end accounts.*Developed and managed a team (including team leads) to operate at 100% "meets expectations" or above*Increased productivity 100% in 6 months*Represented support department in cross department meetings, and helped improve reputation of team across departments*Improved and refined cross-department and team processes, and retired one-off, non-scalable processes*Won company STAR award, exemplifying Trust*Selected to lead cross department customer experience improvement initiative*Interviewed for company podcast: http://npengage.com/nonprofit-fundraising/meet-cynthia/

*Reported to the Director, Professional Services. Responsible for deployment and customer success for Convio’s largest account.*Managed several simultaneous projects for one of Convio's largest customers*Managed the largest event deployment in the company on time and on budget. This single deployment was equivalent to the number of events ever deployed in Convio’s history. *Managed projects across several departments including web production, engineering, product management, data integration, support, and training*Analyzed client’s current business process and provided recommendations to improve processes as well as implementation recommendations*Managed the customer relationship at a variety of executive and staff levels

*Managed implementation team, including resourcing and scheduling project managers and resources*Led between seven and fourteen simultaneous PeopleAdmin implementations, including weekly customer meetings, requirements gathering, and software customization.*Analyzed, documented, and provided recommendations for client’s business processes*Designed implementation process for company *Improved internal customization processes by creating SQL scripts and tools to condense customization time*Frequently tasked with difficult, significant, or new market customers due to proven customer satisfaction and implementation success*Conducted training classes for clients and created training materials*Developed and oversaw training for new employees, including mentoring and training the new employees

*Implemented and ran several benchmarks and developed test model for build performance verification*Managed four performance labs comprising 140 client machines and various high and low end x86 servers*Administered IT infrastructure including Exchange server, Active Directory domain, and backups

*Lead team to upgrade all clients and servers to Windows 2000*Upgraded Exchange 5.5 organization to Exchange 2000*Worked on team to design redundant web servers and network design for several projects *Implemented early and beta releases of the Motive System for internal use

*Lead application specialist team to provide support for customer*Implemented drilling software reporting system which won the Windows NT Magazine NT Innovator Award