Promoted in 2021 to serve and steer Client Success for WhatCounts, within the EverView family of businesses, that delivers Enterprise Email Marketing and Automated Personalization SaaS solutions to large and midsized customers in concert with human assisted Client Success and in-house Professional Services support across EverView’s combined book of business totaling $100MM+ in annual recurring revenue.Supported and coached a bicoastal, remote Client Success team of 14 focusing on email solution adoption, sales best practices, omni-channel customer journey expansion, deliverability optimization, support ticket resolution, and relationship management for clients.Analyzed all data sources (historical data, Net Promoter Scores, client feedback, Client Success and partner intelligence) on an ongoing basis to improve churn predictions and uncover actionable insights on how to expand account lifecycle and customer lifetime value averages. Average tenure of Top 20 clients is 7.8 years. Retained 96% of email marketing automation annual recurring revenue in 2022.Oversaw deal desk to help qualify, solution architect, price, and negotiate Client Success and Sales-sourced email opportunities. Team finished 103% to goal in 2022.Helped EverView define and adopt new Corporate Values and commitments to Diversity, Equity and Inclusion. Founding member of the Brand Ambassador team, and now working to expand the program participants and overall positive impact on culture by 100 Brand Ambassadors.

Role expanded in 2018 to support and lead Client Operations for WhatCounts + Windsor Circle as part of the transition and leadership team for the merging companies post acquisition. Role expanded again in early 2020 to absorb Director of Client Success duties and support CS function for digital and email solutions across a book of business totaling $8MM+ in annual revenue.Oversaw renewal and expansion pricing and contracting, negotiations, and dispute resolution. Recreated a churn prediction model with data science team aimed at flagging at-risk accounts early. Retained 92% of ARR in 2020.Redesigned, documented and trained CS team on new upsell, churn and renewal processes for combined organization. Team consistently exceeded quarterly upsell goals, contributing 79.8% of total company new revenue in 2019 & 2020. 2020 closed at 187% to goal.Served as a Salesforce Admin tasked with overseeing merge of Salesforce instances and streamlining processes within a single source of truth. Renegotiated Salesforce contract in 2020 for $106k per year in savings.

Recruited by the CEO of Windsor Circle, now WhatCounts, through shared involvement with American Underground, Durham’s Google for Entrepreneurs Tech Hub, to join predictive customer lifecycle and retention marketing software company’s Client Success team focusing on account, upsell, renewal and churn management.• Responsible for account health and lifecycle for 300+ clients• Working cross-functionally with Sales, Product Management, Accounting and Client Success on various projects to seize opportunity and foster process efficiency

Four entrepreneurs with one worthy idea – to flip the established in-clinic Physical Therapy treatment model on its head by creating a PT-dedicated telehealth SaaS platform delivering greater convenience, access and total system savings. Executive in charge of business operations.Developed product that leverages exercise video library from concept by raising seed capital including $300k of outside, private investment and assembling a handpicked team of entrepreneurs. Steered organizational execution of the business during beta launch.Established pre-launch industry rapport by assisting in drafting national TeleRehab policy recommendations for the Federation of State Boards of Physical Therapy with thought leaders from the American Physical Therapy Association.

Marketer and project manager for digital, print, and live campaigns, including patient and peer physician targeted education videos, for the Heart & Vascular Institute, America’s Top Ranked Heart Hospital.2012 contribution margin for inbound and outbound marketing campaigns grossed $2.3 million. Led multi-departmental team for print advertising including Cardiac Consult, industry leading clinical publication.Set new KPI (subscription, open, click, and conversion rate) benchmarks for online campaigns including email, pay per click, and social media including an internationally followed blog (health.clevelandclinic.org) by employing SEO and content management best practices.

Account manager and clinical consultant to key strategic relationships; responsible for driving growth from zero market share in problematic territory.

Account manager responsible for driving accelerated growth in team-run $7.5 million territory, one of Stryker’s Top Five Performing Branches.