As a seasoned professional in customer success and account management, I thrive on building and executing strategies that drive long-term value for clients while achieving business objectives. In my current role, I am responsible for overseeing the entire post-sales lifecycle to ensure high satisfaction, support, retention, and revenue growth.Key Responsibilities• Strategic Account Management: I lead the development and execution of robust account management strategies aimed at increasing renewals, upsells, and reducing churn. • Customer Success Champion: Guiding the customer success process is central to my role. From seamless onboarding to ongoing training and advocacy, I ensure our clients maximize their ROI and achieve their desired outcomes. • Team Leadership and Development: Attracting and nurturing top talent is a priority for me. Through effective leadership and mentorship, I empower my team to continually enhance their skills and deliver exceptional results. • Continuous Improvement: Embracing a culture of continuous improvement, I work with my teams to enhance our product offerings, improve our customer experience through rigorous support, and refine our account management processes.• Technology and Innovation: I evaluate and recommend technologies and policies that enhance our customer service and retention efforts. By establishing effective performance metrics and implementing robust training programs, I ensure our team delivers exceptional service at every touchpoint.TextUs is a leading conversational texting platform that enables organizations to have engaging real-time conversations with customers, candidates, employees and teams, resulting in superior operating results. Unlike other texting products, TextUs enables all users to easily adopt and optimize their text conversations so that they can achieve exceptional response and conversion rates.

TextUs is a leading conversational texting platform that enables organizations to have engaging real-time conversations with customers, candidates, employees and teams, resulting in superior operating results. Unlike other texting products, TextUs enables all users to easily adopt and optimize their text conversations so that they can achieve exceptional response and conversion rates.

(formerly SmarterHQ - acquired in Jan 2021)In this position, I led marketing strategy to drive revenue for retailers, ensuring client renewal, retention, and growth. I managed executive-level client relationships and served as an escalation point. I developed and optimized marketing campaigns using behavioral-based segmentation, collaborating with engineers and designers to enhance website and email performance. I also managed a team of 13 and $40M ARR, using data to refine campaigns and generate new feature ideas tailored to client needs.Selected Highlights Include:Managed a team through an acquisition, growing from 200 to 800+ employees within a year.Led massive change management efforts, achieving 100% employee retention during the first year post-acquisition.Continued to scale the team despite the global pandemic, successfully navigating remote work challenges.

I managed a $3M book of business with a 105% net retention rate, owning the strategy, renewals, and upsell opportunities for a key segment of customers. I built trusted advisor relationships with stakeholders, aligning with their business strategies and success metrics. I communicated the value proposition, focusing on revenue generation and competitive advantage. As a customer advocate, I collaborated with cross-functional teams, including product, sales, engineering, and design. My clients included Macy's, Bloomingdale's, Dillard's, Hilton, and Sam's Club.Selected Highlights Include:Created and executed digital marketing roadmaps, emphasizing email marketing and onsite personalization to boost adoption and retention.Trained clients on the SmarterHQ platform, driving platform adoption and professional services engagement.Strategically analyzed campaign metrics to inform data-driven strategies.

89 Degrees is a next-generation Marketing Services Provider (MSP) that's driven by data.Here, I built strong relationships with key clients and vendors, leading internal teams to deliver CRM, Direct Marketing, Creative, and Interactive Development projects on time. I analyzed marketing efforts, offered strategic recommendations, and developed a deep understanding of database structures, data dictionaries, and ETL processes to clearly communicate risks and rewards to clients.Selected Highlights Include:Represented the agency onsite at HH Gregg's headquarters, working cross-functionally on digital marketing programs, including a $16M direct mail program. Successfully developed and implemented a data-driven strategy for Godiva Chocolatier, leading to enhanced market positioning and growth. The strategy leveraged consumer insights, sales analytics, and market trends to refine product offerings, optimize marketing efforts, and improve customer experiences.Guided strategic planning and loyalty program design for retail clients. Conducted market research and testing.