- Performed market analysis and strategy of Help Desk and Chatbot offerings for Blackboard Student Services- Owned pricing and margin health on products and services related to Help Desk/Chatbot offerings- Works directly with delivery teams to ensure alignment with product strategy and company growth- Develop and manage partnerships- Serve as subject-matter-expert with Sales/Marketing organizations- Set product strategy and lead prioritization efforts - Developed product roadmaps

Handle Customer Success for Core/Enterprise account segmentation. Lead and develop team of 10 managing 200 clients ($20M+) to meet desired outcomes of client base including renewal management, risk mitigation strategies & deliverables, and client health scoring & methodology. Develop marketing and best practices to ensure customer adoption of services. Provide cross-functional support & advocacy across enterprise and executive sponsorship for key accounts. Leverage customer advocates generating success stories and sales. Handle account P&L management. Establish strategy and segmentation processes to better define customer models and enable growth for existing customers.• Improve segmentation model by reorganizing teams to three structure levels (strategic/mid/core) and introduce new concept called "growth" account, implementing different methodology to handle accounts.• Form first ever alignment in Customer Success geographically with client base. • Initiated director-level leadership from scratch and reorganize teams and roles to develop more Customer Success strategies and separate Customer Support functions, improving customer support capability and efficiency.

Managed key accounts and core account management team. Developed a scoring model to identify more accurately client risks for renewals and then developing rigorous processes to manage at-risk accounts. Developed operational components such as account plans, two lifecycle management, and on-boarding procedures. Led effort to rebrand and reorganize account management into Customer Success to position company for growth and sustainable and scalable models. • Increased customer retention by 5% within six-months by developing a customer scoring methodology to provide both reactive and predictive customer intelligence based on key performance indicators.• Transitioned from Account Management model to Customer Success by presenting business cases to C-Level individuals showing impact of investment and transition. Garnered investment leading to Director position.

Managed key accounts and core account management team. Handled at-risk accounts and developed plans to renew and potential expansion opportunities. Developed creative solutions to meet customer objectives such as new service models and positions. Developed and maintained monthly client specific Strategic Account Plans including analysis of customer satisfaction results & overall end-user experience, redesign processes, technology utilization, SWOT analysis, and performance metric benchmarks. • Built a team from scratch given turnover of previous management and led through major structural changes within the organization that continued to have a strong focus on customer retention and risk management.• Led to 5% increased customer retention and better efficiencies in common scenarios with establishment of consistent workflows.

Managed 25 clients with book of business over $3M. Developed success plans and executed tailored plans in collaboration with client. Developed model of client health measurements for proactive client health scoring and remediation. Influenced internal and external teams on how to maximize utilization of contact center resources to create impact and value for clients.• Ensured 95% renewal rate and customer growth, boosting perception and involvement. Developed strategies and customer health system that improved relationships and facilitated cross-functional work with key individuals.

Handled two clients, ensuring day-to-day operations were meeting Service Level Agreements. Performed quality assurance, daily maintenance on accounts, and instituted training programs for Customer Service Representatives.