Member of the executive leadership team. Responsible for customer journey - Customer Success and growth, Support, and Implementation.

I’m excited to announce that I’ve been selected by Edward (CEO) and Kevin Chiu (COO) to participate in Catalyst’s official Customer-Led Growth Advisory Board: an exclusive community of 100+ forward-thinking revenue leaders including CCOs, CROs, VPs of Sales/Customer Success, and Rev Op leaders. Contributor to Customer Led Growth e-book.

Customer Success Coach for the Catalyst Coaching Corner, an application-based program that pairs folks who are looking to break into CS or elevate their CS career with experienced industry leaders for monthly coaching sessions.

Working to advise and coach start up companies and CS employees.

Part of a group of Customer Success Leaders to advise and promote the Customer Success Profession within the Graduate Management Degree.

Member of the executive leadership team. Responsible for post-sales customer interactions through CSM/AM, Onboarding, Training, Support and Customer Engineering teams. - 100%+ quota 1H 2022- Developed onboarding process and playbooks to speed time to adoption (5 months > 4 months > 2 months)- Provide customer success engagement while doubling ARR covered- Established processes for scale: opportunity tracking, sentiment scores, exec reporting- Grew team from 8 to 12

> Integration lead for Fastly's acquisition of Signal Sciences> Support tech touch / Digital CS framework development and launch> Enable team to drive customer health, renewals, upsells

Lead teams of Key Account Managers, Account Managers and Cloud Engineers to support customers post-sale.> Develop go to market plan for Customer Success organization, including change management planning> Establish account alignment and organization (QBR structure, Account Planning, Relationship Mapping)> Create career pathing frameworks, working with managers to execute conversations and plans with their direct reports(Key) Account Management teams focus on driving value discussions, develop mutually beneficial renewals, and providing consistent engagement and alignmentCloud Engineers focus on delivering technical value, understanding our customer's goals and providing suggestions to maximize impact

Responsible for ongoing customer success engagement and growth. Core focuses:Run the Account Management (and Technical Account Management- for 6mo) teamDevelop a Customer Health Score framework.Create utilization and hiring models to appropriately scale the team.Support key customer relationships. Other projects include: Run Fastly's NPS program, analyzing results and developing cross functional action plans.Create cohesive onboarding and training plans across multiple internal organizations.

Creating an organization that focuses on making our customers successful, minimizing churn and identifying areas for expansion discussions. - Responsible for organizational strategy and design, including our GTM approach, segmentation, and operationalization. - Develop initiatives, programs and standards for AM and related teams and ensures alignment between organizations, including Account Reviews and Account Planning. - Hire, motivate and coach top talent. - Establish executive level relationships with strategic accounts as well as internally to represent the Account Management function.- Own company cross-functional projects, including NPS and customer health score.

This role focused on improving seller performance through training, coaching, and recognition. Understanding that selling time is valuable, I managed delivery of content for maximum impact. - Developed a multi-week sales on-boarding process to integrate sellers to Fastly and decrease ramp time through interactive classes, webinars, and workshops.- Manage the implementation and embodiment of a sales skills training program to direct sellers, system engineers, SDRs, and others within the company. - Partner with internal resources to develop and track product training. - Create and update sales resources (wiki page, TCO document, etc)- Organize and run internal sales events, including a remote annual kickoff (110 attendees) and leadership symposium (25 attendees)-Operationalize RFP responses to streamline process while ensuring team collaboration and accuracy

Led strategic partner integration projects, built key relationships within accounts, and developed account plans for a module of global customers. Acting as account lead, responsible for managing peers and partners to execute on seamless comprehensive solutions.*1H15 Sell to Excel awards trip

Tasked with reaching contacts in AT&T’s non-traditional channels. Led team to win RFP worth $4.5M in new annual revenue. Uncovered an additional $200k of opportunity by developing targeted and strategic introductions to establish relationships with sales, marketing, and human resources across six companies.

Managed thirty global customer accounts worth $15M of annual spend with AT&T, leading interactions with top IT executives. Capitalized on communication, persistence, and attention to detail to save one customer from leaving AT&T as well as establishing myself as the go-to partner, winning an additional $200k of annual spend.

Elected President of this employee resource group focused on professional development and community service. Led idea generation, established social media presence and created feedback mechanisms while growing the organization from 10 to 188 members. Established a $1000 scholarship fund for local high school females. Planned events for group participation, including networking events, self development opportunities and volunteer activities (partnering with Judi's House, Habitat for Humanity, Champa House at the Denver Rescue Mission, Denver Museum of Nature and Science- Science Celebration)

Inside Sales Professional in the Premier Client Group for AT&T Business Sales, managing a module of 35 accounts in the San Jose area. Responsible for new sales, retention, total billed revenue, and A/R criteria, focusing on account health and management. Within this role, I led the nation in retention objectives and was awarded sales segment trips and recognition for my work. While exceeding all quota objectives, I also took on a management role, serving as Sales Manager for a manager on maternity leave. *2H12 Sell to Excel awards trip*1H11 Sell to Excel awards trip*2H11 Sell to Excel awards trip

Through this training program, I worked in the Premier Client Group for AT&T Business Sales, assisting with the management of a 700 customer module valued at $12M. Within this role, I formed relationships with 130 customers, handling renewals, account management, and new sales. I completed this program being over 100% in all quota requirements.

Worked with the Running Brand on two major summer events in New York City. Maintained and directed online entry registration for a race involving over 10,000 runners. Acted as lead contact for charity partners, organizing activities leading up to main event as well as event presence. Collaborated to develop race-day details for a global race. Acted as lead contact for local affiliate companies in forming corporate teams to participate in global race.

Administered surveys to evaluate the annual campaign; Developed key message promotion and placement for future event planned; Organized and planned a Smoke-Free day on campus

Created six months of weekly internal communication that reached 200 employees; wrote articles, edited, and compiled company newsletter; edited press releases and sent to news contacts for placement; signed up over twenty members into the loyalty marketing program