Built CS Operations function from the ground up, overall delivery leader in systems implementation and post-sales engagement programs.Key Projects and Results:• Launched pilot program for Gainsight, a Customer Success Management system, within 3 months, covering 84M+ in ARR and 68% of the mobility user base, impacting 120+ employees globally across 3 functional groups.• Designed and rolled out renewals and cross sell/upsell management process for low touch customers and automated one-to-many customer outreach programs across entire customer base impacting $101M+ renewal bookings.• Implemented health score automation and churn watch framework for high-touch and mid-touch customers.

Created an Operations function focused on operational efficiency, strategic initiatives and decision support.Drove strategic initiatives and provided company-wide business review and board report support and a range of analysis on the sales funnel, contract health, service cost and sales performance. Played integral leadership role steering operational transition from a single product to a multi-product and cross sell sales strategy, coordinating the efforts across Finance, Sales Operations, Engineering and Customer Success.Key Projects and Results:• Integrated an acquired business into the existing data model, business systems, data mart and ETL processes and led the global operational transition to consistent sales, services, and finance processes.• Implemented a more complex sales compensation plan while also increasing revenue operations and commissions processing efficiency by 80% through automation and process improvements.• Rolled out end to end sales process for Center of Excellence consulting services.• Provided business review and board report support, analysis on sales performance, contract health, service cost and developed ongoing monitoring to track key sales and renewal metrics.

Developed and managed programs to drive revenue growth and scale the Customer Success team. I was responsible for the roadmap, project definition, system architecture and integration, pilots and ongoing change management.Delivered highly effective strategic thinking, business insights and leadership in the development, implementation and management of programs that significantly impacted revenue growth, retention and scale. Within 5 quarters we saw the following improvements:• A reduction in annual churn of 24% in 2013 to 15% by 2015.• An increase in gross margin from 58% to 69% and an increased SMB customer to Customer Success Manager ratio from 75:1 to 150:1.Key Projects and Results:• Implemented instrumentation across customer touchpoints to measure client health and CS effectiveness. Designed architecture and ETL processes to link salesforce, Tableau and other business systems. • Spearheaded development of a cross-departmental data mart containing application data, product usage metrics, and CRM data for use by executive leadership, Finance, Product, Customer Success, Marketing and Sales. • Drove global CRM and process adoption for weekly updates on renewals, risk and revenue growth plans. Launched capabilities to automate business review creation, create measurable customer success plans, track and mitigate risk via playbooks and manual, automated and predictive health scores.Some personal highlights:• Led webinar with Gainsight on how to deliver and measure value delivered to customers.• Delivered presentation on a developing a data driven operations function at the Customer Success Operations Summit in 2015.

Acted as Technical Program Manager, optimizing the sales and services engagement model to accelerate expansion within our largest agencies.Key Projects and Results:• Led global initiative to overhaul salesforce to better support business development and renewal needs. Data quality and process improvements exposed new opportunities and introduced the ability to report at the individual brand level where prior metrics were visible only in aggregate across the entire agency. • Aligned Professional Services, eLearning, and Customer Engagement onboarding activities and developed relationships with key operational and technical resources to move from serial, uncoordinated onboarding projects towards large scale, parallel deployments while reducing onboarding project effort up to 64%.

Program Manager for Dynamic Campaigns product and services.Key Projects and Results:• Increased monthly project throughput by 57% and reduced average project length by 66% streamlining the implementation process, optimizing resourcing and standardizing project vetting and QA procedures within Engineering and Services.• Collaborated with Sales, Product Management and Marketing on a go-to-market strategy to improve product positioning and profitability. Released new product editions, contract terms, services bundles, and a more robust deal qualification process.

Managed concurrent integration projects for enterprise clients and Global Network Agencies. Key Projects and Results:• Led successful strategic pilot projects for Marin’s largest agency customer and the expansion into APAC; onboarding 90 clients across 12 account teams in 8 countries. • Launched an induction training program for Global Services. Reduced Consultant onboarding time from 3 months to 6 weeks.

Lead concurrent projects using agile methodologies to build content management systems for Enterprise and Media websites and migrate clients to the Clickability SaaS platform. Coordinated Web Developers, Production Assistants, QA, Technical Operations, Product Management, Technical Support and Account Management to deliver solutions and support clients.Key Projects and Results:• Headed content management system and data migration project for a global rebranding and site redesign for Clickability’s first enterprise client. Following project completion, the customer led a webinar on the successful deployment of Web Content Management systems with Forrester.• As part of a cross departmental team including the CEO and executive leadership in Engineering and Services, led the architecture and design effort for a new product targeting the SMB market. Initial client implementation resulted in a case study highlighting the success of the project.

Managed a high performance team of Technical Support Analysts and Solutions Consultants, consistently exceeding quarterly and yearly performance targets.Key Projects and Results:• With senior leadership, developed a global training program, creating an induction training package for all new hires in sales and services, rolling out a skills matrix and development paths for services teams, and a sales accreditation program to monitor and improve gaps in product knowledge.• Took on additional responsibilities as program manager for QAS’s new web service product, acting as liaison between product and the Sales and Services teams for bugs and feature enhancements and oversaw the creation and maintenance of product sample code and documentation.

Lead concurrent projects to integrate data quality applications for large enterprise customers.Key Projects and Results:• Project lead for QAS’s largest deployment, integrating data quality tools across all client services systems at Bank of America, impacting 60,000+ end users across 7,000+ locations. Successful implementation resulted in follow up business for the main banking website, the largest web services deal.• Successful projects resulted in case studies from Drugstore.com and the Nevada DMV, a case study and webinar with Overstock.com, and co-presenting with University of California at an industry tradeshow.

Served as primary support engineer for 300+ customers on Mac and Windows based accounting software. Trained end users on site and performed online workshops

Managed technical support escalations for web based enterprise portal solution with specialization in search technology and content management.

Provided technical support and customer service support via email and phone.

Pre-sales and solutions consulting for regional account management team.