In my role as Principal Customer Success Manager at VMware, I led the development and delivery of Customer Engagement Practices, Product Education, and Personal Branding to enhance the performance of Customer Success Managers. I successfully achieved an average of 20% growth at renewal, managing a $40M+ Annual Customer Spend. My responsibilities included upskilling and consulting other Customer Success Managers to drive success across various industries such as Airplane Manufacturing, Fintech, Insurtech, Banking, and Hospitality while continuing to cover my accounts

Trusted advisor and core customer liaison, creating and maintaining long-term strategic relationships. Discovery and understanding of client business operations and models and footprints to build custom enterprise software to maximize value. Persuasion and organizational consensus building efforts for cross-departmental product adoption and implementation to meet customer business needs. Lead weekly status update meetings with 3 core clients facilitate roadmap sessions, ensure support, process customer feedback and benchmark progress. 🔹Support 3 customers, each with +$1MM in annual spend🔹Maintaining an average 107% renewal rate

Managed a program of 5 projects across 4 departments creating and executing against a project plan in an Agile environment using Lean/Six Sigma Principles. Created one-source reporting leading to programmatic decision making across all levels of the organization up to C-level. Enhanced data for better reporting. Partnered with sales operations and sales management to enhance customer success and sales team’s ability to achieve customer outcomes with a portfolio of products. Expanded use of Customer Success tools to 3 other organizations (Sales, Support and Product Management). 🔹Increased 1st year renewals by $3MM🔹Increased revenue of mid-market accounts by $5MM 🔹Increased sales efficiency by reducing sales cost; +90% reduction in time spent on inside sales 🔹Reduced Mean Time to Resolution (MTTR) by 4 hours 🔹Increased (Net Promoter Score) 9% from 7.8 to 8.6 by providing support with data available in internal systems🔹Penetrated a new customer base accounting for 10% of company revenue and 30% of customers; Team contributor – helped create and launch an international Digital Customer Success Team

Track install base product adoption metrics via Customer Success Team daily activities and programs. Mine data and dashboards for creating reports to derive actionable insights for presentation and coaching across the organization (C-Level, Sales, Product Management, Support). Partner with field CSMs to share data and create a council for best practices to be developed and shared. 🔹Coached, mentored and motivated +100 globally dispersed Customer Success Team for territory alignment🔹Increased renewal rates and team productivity up to 3% via collecting and analyzing install base data to initiate and recommend business practices and procedures (MS Office, Qlik, Power BI, Salesforce.com) 🔹Increased activity effectiveness and account renewals by 11%; analyzed and measured the effectiveness of Customer Success Engagements, drastically reducing the number of inefficient activities

Trusted advisor & business partner for 3 core customers providing programs to improve adoption and increase value from software engineering solutions. Managed the full customer sales process from onboarding to renewal via Salesforce increasing Customer Satisfaction scores and reduced Mean Time to Resolution 🔹Averaged 97% renewal rate, outperformed company average by 5%

I began my career with the Panthers organization while still a student at Florida Atlantic University. As a Strategic Partners Intern, I consistently worked a minimum of 40 hours per week. Due to my successes developing strategies that helped grow the Florida Panther brand, and that of its partners, I was awarded a full-time position within their organization.✪ ✪ ✪ Two of my proudest achievements during my time with the Panthers was identifying and developing brand strategies resulting in new product offerings which surpassed the 2012 – 2013 multi-million dollar sponsorship budget and managing a team of five interns. Two of the interns were hired full-time.✪ ✪ ✪My Responsibilities Included:⇨ Created integrated sales proposals ⇨ Managed the sales proposal process from request to completion⇨ Solely sourced and negotiated for third party digital sales presentation platform⇨ Managed sponsorship inventory to maximize revenue from partnerships⇨ Oversaw the media sales process with internal and national sales personnel⇨ Handled trafficking of television and radio spots with broadcast partners⇨ Managed undergraduate and graduate level internsAt the time of my departure, the Florida Panthers organization was undergoing a transition as a result of new ownership.

Assisted in game day ticket operations for a 30,000 seat facilityWorked part-time while a full time student and "full-time Intern" for additional income and experience.

✪ ✪ ✪During my time as an Intern at Lynn University, my favorite tasks and activities were to collaborate with team members, vendors, partners, university personnel and others to coordinate valuable events. I particularly enjoyed serving as the Administrative Representative for Sunshine State Men’s and Women’s golf and tennis tournaments.Another great event that I was privileged take part in was the first ESPY-style Award Show. It brought together three aspects I enjoy most: people, sports and recognizing those who are well-deserving.✪ ✪ ✪My Daily Tasks Included:⇨ Created sponsorship proposals and activated to offset operational costs of the athletic department⇨ Merchandise coordinator - NCAA Division II Men’s and Women’s Tennis, South Region ⇨ Created game day promotions to encourage attendance and served as Game Management Representative⇨ Worked 40+ hours a week during my undergraduate degree program

⇨ Worked 10 hours/week in the Economics Lab as one of two tutors⇨ Taught two macroeconomics course sections on labor force statistics

Internship during my undergraduate program at Coastal Carolina University. Our Objective: To complete three case studies with a report and presentation; a viewing party; and a final report with presentation.✪ ✪ ✪I was proud to serve as the Team Leader of our 5-member team which placed 3rd among 17 universities.✪ ✪ ✪

Positions Held:◆ Tire Center Supervisor - Staff of 10 employees (January 2007 - August 2009)◆ Cashier (August 2005 - January 2007)◆ Membership Clerk (January 2005 - August 2005)◆ Photo Lab Technician (May 2004 - August 2005)I began my first job with Costco while still in high school at the age of 17. I enjoyed my work in the photo lab and continue to be a photography hobbyist to this day. This was a great way for me to learn to enjoy doing work I love, while helping my customers to receive a great product and to meet their needs and to exceed their expectations.Costco also gave me a solid footing in the transition between high school and college as I tried to identify a collegiate program that would support my future.✪ ✪ ✪ Working as a Membership Clerk, I increased their store executive membership base to largest percentage of total members on East Coast. To the best of my knowledge, I continue to hold record today.Looking back, I know now that what I truly enjoyed about being a Cashier was working with great team members and interacting with customers. I flourished here. I loved getting to know people and chatting about their purchases and the plans they had - parties they were throwing, additions to their home, the latest gadgets they couldn't wait to try out...I love connecting with others and understanding how I could better serve them and improve their buying experience.Finally, as the Tire Store Supervisor, I learned so much about running a department and developing personnel. I managed a staff of ten employees and had my first professional experience coaching, encouraging, redirecting and supporting a staff. This was huge in my personal and professional development. Every day there was a problem to solve. I loved the variety and the challenge. I am very proud of the first-class training that I received personally, and ensured that my staff benefited from as well. I attended training around the country in tire products and by the Tire Industry.