Define digital product (primarily Salesforce) vision and roadmap by managing backlog tasks and optimizing product value to meet stakeholders' strategic direction. Collaborate and build trust across diverse teams, regions, and stakeholders organization-wide to achieve goals. Enhance customer experience and deliver value consistently, focusing on digital services.

Managed region of 33 enterprise customers with $15M+ in ARR. Led team of customer success managers.✦ Significantly improved Regional CSAT and retention, resolving escalations and Red Accounts.✦ Developed and led company NPS program using AskNicely to identify and drive product and service areas of improvement, enhancing customer sentiment and referrals and reducing churn.✦ Developed first scaled client outreach program, decreasing churn in non-managed accounts.✦ Optimized Customer Success operations through technology, including Salesforce and process improvements, increasing CSM productivity.

Drove value realization for a $26M/7 global customer portfolio of Enterprise High Tech accounts. Analyzed customer business goals, created strategic plans and led cross-functional teams to provide services and expertise to customers to aid in getting more value from Salesforce technology products to ensure renewal. Identified opportunities for products and services customers did not already own to assist in reaching goals. Drove company profits by developing and strengthening relationships with client C-level executives and industry partners.✦ Successfully graduated Salesforce Accelerate Leadership Program✦ Achieved double-digit AOV (Revenue) Growth after inheriting 3 previously declining accounts, grew overall portfolio AOV by 15%, influenced $13M in AOV, and sourced over $1M in net new opportunities. ✦ Cultivated and conducted sessions for business units and individual contributors to improve career progression discussions with employees, resulting in 100% of SMs reporting having quality 1:1s with managers as well as 100% reported understanding the Career Development resources available.

Drove value realization for a $26M/ 100+ customer portfolio of General Commercial Accounts. Developed and expanded key C-level relationships. Educated and guided customers on topics such as Adoption and Best Practices, leading to the rise in sales force productivity, enhanced client management, compressed sales cycles, better insight into revenue forecasting, and improved lead generation and qualification. Propelled adoption consumption and utilization of licenses while coordinating cross-functionally to close contract renewals/upsells. Established successful customer implementations through sales alignment, prioritization, adoption, red account management, swaps, and renewal. ✦ Started the Salesforce RTP Remote Ohana group by initiating and planning monthly lunches and group VTO activities, allowing approximately 150 remote workers to gain new internal relationships across OUs and learning opportunities.✦ Accomplished the highest engagement metric in General Commercial Portfolio, outperforming aggressive attrition goals by 136% in FY2019. ✦ Obtained 259% adoption growth in FY2019, and achieved 100% of adoption goal in FY2020, earning highest adoption rate in SE region. ✦ Persistently surpassed attrition targets for five consecutive years.

Chosen by Salesforce.com to start Raleigh Salesforce.com User Group (SFUG) to promote local awareness, build product reputation, educate customers, and provide networking opportunities. Led, planned, organized, and managed bi-monthly meetings to bring together customers and solve implementation challenges.

Managed Customer for Life Accounts ranging from $200K to $300K that consisted of business analysis, architecture, configuration, and management of development work. Delivered innovative cloud solutions by utilizing Salesforce.com and partner ecosystems. Established Salesforce.com Community, created content and shared articles on LinkedIn, drafted and edited company blog, and formulated Twitter posts promoting both Salesforce.com and West Monroe Partners.✦ Directed 12+ implementation, integration, and improvement projects in insurance, software as a service (SaaS), financing, transportation, and publishing/media industries. Completed 100% of projects on time with high customer satisfaction scores. ✦ Supervised and mentored junior consultants.✦ Increased revenue by greater than 50% a year for 3 years by nurturing leads through the full sales cycle and converting each into customers.

Served as Subject Matter Expert (SME) for pipeline management, reporting, and sales force automation. Collaborated cross-functionally with sales, marketing, IT, and finance departments to instill best practices and devise training for sales enablement. Championed continuous improvement efforts to bolster collaboration and raise sales productivity.✦ Favorably oversaw Salesforce.com implementation and rollout to 1,300 sales associates. ✦ Earned annual Holding Award for Excellence which is given to the most valuable team for analytics.✦ Elected by Salesforce.com to launch Raleigh Salesforce.com User Group (SFUG) to promote local awareness, expand product reputation, educate customers, and supply networking opportunities, growing community to consistently earn a global ranking of Top 5 Most Active SFUG.