Manage all aspects of Customer Success and Professional Services Delivery for a startup software and technology company that connects SAP to Salesforce, ServiceNow and Mulesoft. Customer Success: create practice from scratch including hiring and training CSM, establishing processes and success metrics, prioritizing clients by matrix, establishing KPIs, etc. Professional Services: Interact with clients at a senior level to assure strategic direction and satisfaction. Coordinate with Sales and Product teams to ensure client and company success. Enact processes to streamline and improve Services Delivery. Hire and train Project Managers and manage a team of Developers and technical resources.

Manage a team of Client Strategy and Insights Specialists and Analysts, supporting National Enterprise Sales with data driven narratives and solutions to client needs. Grew Influenced Revenue from $3.7MM to $12MM. Increased Managed Revenue from $15MM to $20MM. Enacted process changes resulting in case volume increase from 47 per month to 99. Rebuilt relationships with Sales stakeholders. Implemented vertical-specific process and structure changes to maximize efficiency. Instituted new SLA negotiation process to upgrade the quality of work produced. Revamped Salesforce Case Object to allow for better case information and reporting. Hired three successful Specialists with more appropriate skills. Implemented a role-specific work expectation to differentiate between role levels. Oversaw development of a Client Health Check process implemented across the Org. Mentored and up-leveled skillsets of new and less experienced Specialists.

Create, lead, formulate and grow a newly formed team of High Touch Success Managers for Salesforce including hiring, process development, strategic direction, personnel management and client engagement.The Success Manager acts as a Trusted Advisor to our large customers, ultimately responsible for ensuring their success. This team is charged with aligning at the stakeholder level and building and maintaining strong relationships. The team is responsible for helping customers achieve business value and ROI from their investment with Salesforce. The end result is increased value, retention, customer satisfaction and ultimately expansion of the Salesforce footprint.

Direct Professional Services Delivery Operations for Salesforce Marketing Cloud Enterprise Plus business region. Lead, manage and develop a team of services delivery professionals to include nearly 200 Individual Consultants, Functional Managers and Functional Leads across 4 distinct practices. Implement repeatable and sustainable processes that drive customer satisfaction and predictability of revenue -- ensure high client satisfaction levels by enabling the project teams to deliver successfully. Facilitate ongoing and consistent review of customer projects to improve efficiency and quality. Contribute to enhancing Salesforce Marketing Cloud’s solutions by working in partnership with Product Management and Development. Contribute to developing new and innovative service offerings. Responsible for (in conjunction with Salesforce Marketing Cloud Recruiting) sourcing, recruiting and hiring incremental staff based on a pro forma revenue pipeline. Monitor and manage regional performance including client satisfaction, employee productivity and satisfaction and revenue management. Develop a culture and reputation for excellence in professional services. Actively participate in the achievement of corporate strategic and operational goals. Be recognized as a valuable and trusted teammate by other members of the Marketing Cloud Services team as well as other functional areas within Salesforce.

Develop mutually rewarding and trusting relationships with client executives. Lead, manage and develop a team of services professionals. Implement repeatable and sustainable processes that drive customer satisfaction and predictability of revenue -- ensure high client satisfaction levels by enabling the project teams to deliver successfully. Work closely with sales leaders to ensure successful selling and scoping of professional services, including hands-on deal involvement in large key prospect sales pursuits. Develop and enable Salesforce Marketing Cloud’s Consulting Partners to be an effective and reliable channel for services delivery. Facilitate ongoing and consistent review of customer projects to improve efficiency and quality. Contribute to enhancing Salesforce Marketing Cloud’s solutions by working in partnership with Product Management and Development. Contribute to developing new and innovative service offerings. Responsible for (in conjunction with Salesforce Marketing Cloud Recruiting) sourcing, recruiting and hiring incremental staff based on a pro forma revenue pipeline. Monitor and manage regional performance including client satisfaction, employee productivity and satisfaction and revenue management. Develop a culture and reputation for excellence in professional services. Actively participate in the achievement of corporate strategic and operational goals. Be recognized as a valuable and trusted teammate by other members of the Marketing Cloud Services team as well as other functional areas within Salesforce.

Manage Regional Services operations for Southeast Region of Salesforce Marketing Cloud. Oversee 5 functional teams including technical groups, project managers, account services and campaign operations, as well as the managers who support those groups. Responsible for staffing and resourcing, functional alignment, personnel, budget oversight, scoping of client engagements, client satisfaction surveys, utilization reporting and partner management. Team of approximately 80 consultants divided across 5 functional groups.

As an Account Director with ExactTarget Marketing Cloud, I am directly responsible for the successful management of one or more customer programs, working with marketing and technology experts who interact directly with some of our largest, most complex customers to maximize the value they receive from ExactTarget Marketing Cloud with innovative marketing solutions. In my Account Director role, I own the relationship between ExactTarget Marketing Cloud and one or more key customer accounts and leverage deep ExactTarget Marketing Cloud application knowledge in combination with business and marketing domain expertise to drive a successful program.

Manage a team of Account Service professionals as well as a portfolio of national accounts. Oversee office budget, staffing and revenue growth. Provide clients with email marketing platform as well as social media and business intelligence services.

Direct recruitment advertising and media strategies for key client base in industries such as Healthcare, Telecommunications and the Service Industry. Work with clients to maximize media and advertising effectiveness through digital media such as search engine marketing, search engine optimization and social media, as well as directing traditional media planning.