As right hand to the COO I provide day-to-day program and operations management across multiple work streams (Strategy, Executive Team & Ops)Driving company strategy in partnership with the COO, including goal setting, growth experiments, and KPI tracking - Testing new customer verticals w/ unique feature packages and pricing - Surveying customers to inform prospective M&A activity - Partnering with our Chief Scientist to build a ML-powered customer segmentation and churn modelSupporting the Executive Team by facilitating weekly operational meetings and quarterly strategy sessions, spearheading key special projects (primarily cross-functional initiatives involving deep data analysis)Generating and editing key company communications, including All Hands presentations and Board slides

Established and oversaw the end-to-end planning process, from SWOT analysis and diagnosis to guiding policy development and implementationSynthesized quantitative data from across the organization for consumption by the Executive Leadership TeamSupported key business activities including fundraising, M&A, and executive onboardingWorked with department leaders to translate company goals into action plans and roadmaps

Introduced our first roadmapping process to more directly align our R&D efforts with company objectivesOversaw rapid development of new features during the COVID-19 pandemic, including contactless signatures and POS integrationsProject-managed feature releases from scoping and design to development, QA and product marketingIntroduced produced analytics through Amplitude and project management through Jira

First Customer Success hire at the company (employee #15)Increased ARR by 400% by moving to three-part tariff pricing and upgrading strategic accounts to long-term contractsDeveloped close relationships with our largest customers and implemented automated customer success programs for our SMB segmentImplemented Customer Success management in Salesforce to track product adoption and programmatically flag upsell opportunitiesActed as interim Product Manager, helping our engineering team prioritize customer requests and scope new features

Leading courses and seminars on how secular mindfulness can help us manage suffering and thrive as humans. Trained by Mark Coleman and Martin Aylward at the Mindfulness Training Institute.

Scaled our customer success programs through my deep knowledge of the platform, customer base and toolset (Salesforce, Zendesk, Gainsight)Improved the data flows between CRM and Support systems to drive more informed customer interactions and higher agent throughputWorked cross-functionally on new automation efforts from scoping and gathering specifications to implementation and change management

Led a team of high-performing CSM’s servicing our industry-leading channel partners (American Express, Freeman and others) to deliver event tech to their top strategic clientsWorked with Account Management to substantially grow ARR QOQEstablished team KPI’s, regular partner check-in’s and end customer feedback loops to maintain our team’s department-leading NPS score

Oversaw proof-of-concept implementations and day-to-day operations for American Express, our first channel partnerDeployed Gainsight within the Customer Experience org to flag at-risk customers and identify upsell opportunities for Account ManagementUsed early partner feedback to create new implementation processes and training documentation

Ran day-to-day operations for our largest account by ARROpened the DoubleDutch Hong Kong office, interviewed and trained our first CS hire there

Developed copy and social strategy for a tactical, month-long Facebook initiative for Susan G. Komen for the CureWrote and collaborated with art directors on TV, print and web executions for an agency-wide brand pitch

Oversaw development of new, dynamic in-market display ads for Toyota’s full line of vehicles. Led numerous projects during the Toyota Camry launch including digital banners, homepage takeovers and the Super Bowl “Reinvented Tweet” initiative (got to tweet from @Toyota). Launched the Surfrider Foundation’s “Ocean Armor” campaign – a multi-faceted initiative encompassing digital banners, HTML5 site development (www.oceanarmor.org) and print media.

Promoted after an intensive summer internship to manage all scheduling and administrative functions for the 10-person account team overseeing Toyota’s truck, SUV and motorsports propertiesConducted competitive research and created client-facing brand metric dashboards to track Toyota’s “Ideas for Good” TV and social campaigns