Owning the relationship and becoming a trusted advisor to the customer by fully understanding their business needs and aligning these needs with the Google Cloud Security Suite.🔐 Guiding customers through the Customer Lifecycle from onboarding to advanced adoption and ultimately renewal leveraging the Google Cloud Security Suite🔐 Proactively engage with customers across multiple roles and teams via ongoing communication, cadence calls and quarterly business reviews to positively influence and impact customer loyalty and satisfaction🔐 Collaborating with internal teams such as Support, Product and R&D to ensure customer needs are addressed within the committed SLAs🔐 Identifying upsell and cross-sell opportunities, working in partnership with the Sales Team to drive top-line revenue growth and expansion🔐 Managing customer escalations end-to-end towards a successful resolution

Founding partner serving as primary point of contact day-to-day for 100+ members and 10-person coaching staff. Responsible for strategic planning efforts, sales and marketing tactics, developing and updating product offerings, new member onboarding, staff recruitment and training, and fitness instruction.CUSTOMER-FOCUSED RESULTS▪️ Achieved 95% customer retention and 4% growth surge by pivoting to equipment loan-out business model to uniquely meet evolving need for alternative fitness options during Covid-19 pandemic.▪️ Attained 90%+ adoption of SaaS-based workout application. Boosted customer engagement by creating mobile community to drive best practices and maximize membership value.▪️ Improved value realization through strategic shift in brand messaging to set customer expectations.▪️ Streamlined new client onboarding experience with CRM software for online member signups.▪️ Reduced churn from 3% to <1%, growing monthly revenue to $11K with revamped pricing/billing structures and transition to work-for-trade compensation for coaches/instructors.▪️ Facilitated stakeholder alignment and internal transparency with formalized operations frameworks.MAJOR TECHNICAL PROJECTS▪️ Designed, coded, tested, and deployed external website for 80% savings compared to vendor quotes. Optimized online presence through web/local SEO.

Hired to own the relationship and become a trusted advisor to the customer by fully understanding their business needs and aligning those needs with the Siemplify platform.🛡️ Guided customers through the Customer Lifecycle from onboarding to advanced adoption and ultimately renewal leveraging the Siemplify SOAR platform🛡️ Proactively engaged with customers across multiple roles and teams via ongoing communication, cadence calls and quarterly business reviews to positively influence and impact customer loyalty and satisfaction🛡️ Collaborated with internal teams such as Support, Product and R&D to ensure customer needs are addressed within the committed SLAs🛡️ Identified upsell and cross-sell opportunities, working in partnership with the Sales Team to drive top-line revenue growth and expansion🛡️ Managed customer escalations end-to-end towards a successful resolution

Hired to develop/deploy new OSS applications to fulfill internal customer needs. Responsible for technical management of product catalog and direct oversight of 12 developers and 12 agile project managers.CUSTOMER-FOCUSED RESULTS▪️ Reduced anticipated customer churn by more than 50% during massive OSS platform migration. One of only 2 programmers who oversaw/managed entire 36-hour rollout, achieving 100% error resolution.▪️ Decreased product development time by 8%, increasing capacity to adapt to dynamic requirements, by transitioning 10 SD-WAN projects from waterfall to Agile project management method.▪️ Expedited solutions for emerging user pain points by reducing product delivery time 12%. Managed 4 cross-functional Scrum teams and continuous user feedback to inform product development. ▪️ Inspired customer-centric product design by facilitating cross-functional knowledge sharing between coders and business leaders through department’s first Lunch & Learn series.▪️ Maintained user productivity by resolving 300+ trouble tickets while maintaining >99% uptime. ▪️ Elevated collective creativity through deliberate recruitment and personalized mentoring of female team members. Created incentives to drive employee referral program to identify high-caliber talent. MAJOR TECHNICAL PROJECTS▪️ Migrated $112M annual charges for 70K customers to new OSS platform on time and within budget.▪️ Converted 265 MS SQL DTS packages to SSIS packages ahead of schedule and under budget.▪️ Minimized production defects to <1% for 17 company-wide Agile Salesforce updates.▪️ Launched new product ordering system in 4 months for 20K account residential portfolio spinoff.