Empowering energy and sustainability leaders with actionable data.EnergyCAP helps customers easily manage finite resources for a more sustainable world. For over forty years, the company has empowered energy, sustainability, and finance leaders with full control and understanding of all data points necessary to manage consumption, reduce their carbon footprint, and drive savings.• Evaluated current Salesforce processes and restructured the case work flows to meet the needs of a Level 1 & Level 2 Support team.• Creating a team of Customer Success Managers from the ground up• Defined, implemented and updated KPIs for EnergyCAP organization and set goals and metrics for the team• Created Support and CSM playbooks• Enhanced the Level 3 communication with Salesforce and Jira by bringing in a vendor called Service Rocket. This allows Support and Engineering teams to have complete visibility.• Created the workflow process for Customer Success Managers to Manage Success guides, check-ins..etc• Created Cancellation process where each cancellation will have a mitigation plan • Introduced CSAT and Introduce NPS with the Product Team• Reporting on the Voice of Customer

Ephesoft is the leader in Context Driven Productivity solutions, helping organizations maximize productivity and fuel their journey towards the autonomous enterprise through contextual content acquisition, process enrichment and amplifying the value of enterprise data. • Served on the Senior Leadership Team• Defined, implemented and updated KPIs for Ephesoft organization and set goals and metrics for the team• Led a Global team of blended support services, and restructured the team to a solid Level 1 & Level 2 teams to fit the “follow the sun” Model• Managed a team of India Contractors to help support our Level 1 team to provide 24x7 Support• Created Support and CSM playbooks• Started a Support Knowledge base with AI chat for Case deflection. Anticipating a 20% in reduction of cases after the first year.• Evaluated current Salesforce processes and restructured the case work flows to meet the needs of a Level 1 & Level 2 Support team.• Enhanced the Level 3 communication with Salesforce and Jira by bringing in a vendor called Service Rocket. This allows Support and Engineering teams to have complete visibility.• Created the workflow process for Customer Success Managers to Manage the onboarding process• Created Cancellation process where each cancellation will have a mitigation plan • Maintained a 9.8 CSAT average with the Support team.• Implemented ChurnZero • Reporting on the Voice of Customer

• Responsible for customer success outcomes including an increase of renewal rates, reduction in churn, new customer onboarding, support services, training, and account management.• Created and owned the onboarding processes across all of LightBox Products.• Established a 3 Tier approach for Onboarding (High Touch, Mid Touch, Self Service)• Improved NPS Score by 22 points through Product Adoption with CSM’s• Created a CSQL system in Salesforce for Customer Success Manager to track their leads. Brought in 320k of Annual Recurring Revenue for 2020• Scaled Teams: Customer Success Managers, Level 1, Level 2, and Level 3 support to support all acquired LightBox Companies.• Owned all customer lifecycle activities from Post Sale to Renewal• Created Account Health Flagging system for At-Risked Accounts in Salesforce• Created the Evaluation, Onboarding, CSQL, and Support work flows in Salesforce with dashboard reporting• Defined, implemented and updated KPIs for LightBox organization and set goals and metrics for the team• Reporting on the Voice of Customer• Salesforce Admin (4 Years)- Created Case Records, Page Layouts, New Case Objects, Work Flows, Dashboards & Reporting

Responsible for customer success outcomes including an increase of renewal rates, reduction in churn, new customer onboarding, support services, training, and account management. I also identify opportunities to bring value to customers through product features and services, increased product adoption, and overall account health and customer satisfaction. I bring more than 20 years of customer success experience in building out teams and processes to ensure Customer Success teams are successful.• Digital Map Products was acquired by LightBox• Built a team to Scale when acquiring new companies. Organized Teams: Account Managers, Customer Success Managers, Level 1, Level 2, and Level 3 support.• Led and restructured a team of 20 Customer Success Managers & Support members• Owned all customer lifecycle activities • Led the migration from Microsoft Dynamics, to Salesforce• Reported directly to the COO• Led Customer Success team & Slalom Consulting group to enhance our Salesforce offering• Experienced in Salesforce CPQ, ServiceCloud, Communities, Knowledge Base, Cases, Dashboards, Entitlements, Lighting.• Part of the team that successfully migrated an acquired DMTI Salesforce instance to DMP's Salesforce instance• Built out the processes for salesforce to scale when acquiring new companies.• Created a Customer Success Playbook for Existing and New employees to follow.• Establish key Dashboards for Accounting, Account Management, Onboarding, Professional Services, Support.• Collaborate with Product Management, Engineering, Support, Implementation Services, Marketing, and Sales to drive initiatives which promote customer satisfaction, expansion and retention.• Lead the Customer Satisfaction Survey (NPS) process to assess performance and identify opportunities for growth along the customer journey. Responsible for survey design, implementation, and analysis and organizational improvement

Responsible for defining and executing the Client Services strategy for Tom Ferry-Your Coach by implementing plans and strategies that support the goals and objectives of the Company. I will be working closely with Sales, Marketing, Coaches, and Product Management to ensure that the Client Services division facilitates company goals and customer growth.• Owned all customer lifecycle activities (Support, onboarding, training & professional services)• Led and restructured a team of 20 Client Service Representatives who are responsible for providing support to 4,000+ clients• Determined Account coverage assignments per Client Service Rep• Member of the Executive Team• Establish key performance indicators (KPIs) for the executive team; thereby, creating benchmark for expected level of performance by which the team is evaluated and managed • Collaborate with Product Management, Engineering, Support, Implementation Services, Marketing, and Sales to drive initiatives which promote customer satisfaction, expansion and retention.• Lead the Customer Satisfaction Survey (NPS) process to assess performance and identify opportunities for growth along the customer journey. Responsible for survey design, implementation, and analysis and organizational improvement• Restructured SalesForce as the project manager - Worked with Relation Edge Consulting group to add project management to our cases in Salesforce• Develop and maintain on-boarding and ongoing training and coaching for team to develop and refine skills in product knowledge, sales process, change management and consultation• Provided customer experience feedback to the executive & Coaches team on a weekly basis • Led the registration process for 5,000 for the Success Summit in Las Vegas using the Validar vendor

Trade Only delivers technology and marketing services to the promotional product and print industries, including cloud-based business management software, eCommerce websites and enterprise resource planning systems.We have customers on every continent, and are growing rapidly as we deliver innovative business growth solutions for all small business owners.• Served on USA Executive Management Team• Implemented, strengthened and expanded all of the company's current and future customer relationships• Built strong working relationships with product/service team, as well as customer/staff advocates• Worked with multiple teams to create an internal culture of Customer Success• Defined and structured Key Performance Indicators for Support, Data, and Implementation teams• Created weekly dashboards for the Executive team• Directed Strategic planning & sales strategy to boost MRR and churn• Researched and implemented a new CRM System with digital signing of contracts• Led and restructured a team of 18 in operations that included support, implementation, data, and developers• Provided customer experience feedback to the development team on a weekly basis• Prioritized the effort towards bugs and feature requests for the development team

Smarsh provides hosted solutions for archiving electronic communications, including email, instant messaging and social media platforms such as Facebook, LinkedIn and Twitter. Solutions help organizations manage and enforce flexible, secure and cost-effective compliance and records retention strategies.• Directed the client services division that maintained 5,700 clients across 3 platforms• Oversaw all aspects of work flow, including Brand development (Social Media, Responsive Design), Client Services, web site UI, Sales, Marketing, Compliance, and Advertising• Worked with the CFO to reduce 20% in budget concerns by renegotiating vendor contracts and outsourcing development work• Produce and analyzed performance metrics for executive team to ensure department needs were being met and recommended alternate actions to exceed company goals• Maintained a successful working relationship with Broker-dealers• Oversaw 28 internal employees, and 10 external developers in India• Led a team of 5 in both product planning and technical project management for Smarsh Sites( Launched in September 2013)• Defined and executed the Web Services Strategy for Smarsh• Worked closely with Sales, Engineering, Client Services, Marketing, and Product Management to ensure the Web Services division facilitated company goals and sales growth• Developed operating procedures by establishing policies and procedures suitable for each department• Collaborated with other departments (sales, marketing, finance, developers) as a strong and visible leader• Created training procedures were in line with company/department goals

Symantec | AdvisorSquare was acquired by Smarsh in June 2012.• Lead a successful acquisition and team integration into SMARSH• Executed the transition of billing (both customers and employees), Salesforce Account data and intellectual property• Analyzed business metrics, while working with marketing to bring in leads and client services to reduce the cancellations• Managed documentation process for all Cloud web based services• Developed brand strategies, including business plans & sales strategic development

LiveOffice | AdvisorSquare was acquired by Symantec in January 2012.LiveOffice provides cloud-based solutions for email archiving, compliance and e-discovery. Our solutions use the latest advances in cloud computing and search technologies to help companies of all sizes manage their email storage, meet regulatory requirements and respond instantly to e-discovery requests. AdvisorSquare is one of the only financial website development companies that provides built-in compliance safeguards to ensure every piece of content is compliant with SEC and FINRA regulations.• Played a pivotal role in the successful $115M acquisition and team integration to Symantec• Oversaw 24 employees and 10 external developers in India• Established and Managed Implementation, Sales and Support teams• Launched marketing strategies through collaboration with the marketing department.• Attained the largest contract with LPL valued at 1.3 million(contract is still currently being maintained to date)• Created a la carte features for the web sites that generated 300k-750k/year• Led the project management team thru two developmental platform upgrades• Led AdvisorSquare to 5.5million recurring revenue model, and LiveOffice to 40 million before the acquisition by Symantec• Built and motivated the team through effective leadership, timely coaching, and continuous communication