In a role behind the scenes, I am now working to improve Revinate's Go-to-Market structure with a focus on our Customer Success organization. What processes do we follow? What systems do we use? What can we automate? How can our lives be easier? What is documented? Where is everything documented? This, in turn, will benefit our customers and ensure their experience with Revinate is top notch. So what do I do on a daily basis?*Document current Customer Success processes with Customer Success Leaders*Outline improved process to streamline “Quote-to-Cash” (QTC) process and workflow*Prioritize work to achieve new & improved QTC process*Work with Salesforce and Zuora developers to implement plan of action & success testing/criteria for new QTC process*Led migration project to combine two instances of Salesforce for the Customer Success Teams (including Customer Success Managers and the Education and Support Teams)*Hold weekly “Office Hours” calls for 35+ Customer Success team members to help answer questions, share recommendations, and provide updates*Send out monthly newsletters to the Customer Success Team sharing my priorities, new SOPs, and helpful hints for their day-to-day responsibilities*Immediately implement new features within Salesforce to help the Customer Success Team work more efficiently

I led four key roles: Implementation Managers, Customer Success Managers, Hotel Marketing Strategists, and Training & Support. This was a team of 10 people across these functions in EMEA. I set strategy and optimized processes to achieve launch targets, net retention goals, and global support coverage, as well as delivered an exceptional service offering to customers of all sizes.What else?*Coordinated and collaborated with global teams (Sales, Marketing, Product, Executives, etc)*Set strategy and optimized processes for the EMEA market*Recommended customer lifecycle journey and setup to customers using our Guest Feedback and Guest Data (CRM) platforms*In 2019 my team reached 108% Net Retention (our goal was 104%).*Provided recommendations to customers regarding their online marketing/distribution if I noticed things which could be improved (i.e. rate parity or google ad placement)*Part of task force created to assist with implementing a better billing system for our current customers

I led the corporate Distribution Team – ensuring that we supported the field in all of their needs. My team was the go-to team for anything SynXis CR related, whether it be troubleshooting, building rates, mapping rates, building promotions, booking engines, etc. We were the masters in the SynXis CR. The distribution team also helped connect the Two Roads Hotels to any OTAs in order to distribute our rooms and rates to any necessary partners. We provided recommendations for increasing revenue via each different channel. I also led negotiations between Two Roads Hospitality and OTA partners.

I managed a team of 7 North American Implementation Managers. I led the on-boarding for each of them and oversee day-to-day activities to ensure that company goals were met and customers were exceedingly satisfied. My Team was responsible for implementing new and existing customers on our SynXis Central Reservation System in order that they could distribute to new and exciting channels.

Responsible for ensuring completion of defined tasks required to on-board a hotel or chain of hotels to Sabre’s products and/or services. This position required the coordination of activities and timelines for multiple internal departments as well as customer activities, multi-tasking and simultaneously handling multiple implementation projects, each at various stages of the on-boarding process.

Managed implementation/initial customer contact portion of the Performance and Delivery Department. Continuously developed implementation team to increase the revenue-generating property portfolio. Led ongoing improvements, which allow for an increase in implemented properties per month. Organization, relationship management and excellent work ethic allowed for a personal achievement of the largest number of implemented properties in a given month.♦ Personally planned and facilitated more than 600 implementations including international implementations in Africa, Asia, Australia, Europe, North America, and South America♦ Hold the record for most properties implemented within 1 month♦ Beginning member of start-up company – hired, trained, and built Implementation Team♦ Managed a global international training team with support in Mexico and Frankfurt♦ Set and broke company records for launching properties♦ Decreased team’s length of time for launching properties♦ Increased number of users trained on each training call♦ Increased team’s capability of launching more properties with less resources and no loss of quality, which resulted in better product utilization and retention

Led a team that aggressively increased our revenue-generating property portfolio by an average of 57 properties each month. Create solutions to drastically decrease the length of time to implement a single property from an average of 8 hours to an average of 3 hours. Decreased time it took for the Quality Assurance team to go through each property from an average of 45 minutes to an average of 20 minutes. Travel globally to meet with Director- and General Manager-level users at 3-5 star properties and complete training for an average of 5 users per property. Work with global users in different time zones with different needs and multiple ranges of products. Lead internal training developments for Implementation. Set-up CRM program for internal users to help them manage their portfolios. Put into place multiple weekly mass-trainings with an average attendance of 20 people per call. Organize and update training materials and documentation. Turned around training program to reach more people and schedule more calls; went from training properties individually to holding special training calls for an average of 10 properties per call. Managed an average of 3 direct reports with 11 indirect reports.

In addition to the responsibilities for the Implementation Manager, I also started to manage a team of other Implementation Managers.

Traveled about 90% of the time from hotel to hotel and country to country. I worked with hotel management teams to help them understand the Nor1 platform and train them on it. I also set up the backend of the Nor1 platform with the hotels' information to ensure that proper upsell options would show for each guest.

As part of the opening hotel team, I generated and held SALT Scores (Satisfaction and Loyalty Tracking) at #4 for the company. Acted as Manager-on-Duty for various weekly shifts, taking care of guest requests and any issues. Created weekly revenue forecasts for General Manager. Worked hand-in-hand with Housekeeping, Maintenance, Food and Beverage, and Sales to keep up guest SALT scores/satisfaction. Completed training on Hilton’s mandatory PMS, OnQ. Completed training on additional Hilton systems: OnQ R&I Horizon, OnQ RM. Trained Front Desk Agents, Revenue Agents, and Bellmen. Completed property inspections. Managed a team of 23 people.

As part of the opening hotel team, I generated and held SALT Scores (Satisfaction and Loyalty Tracking) at #4 for the company. Acted as Manager-on-Duty for various weekly shifts, taking care of guest requests and any issues. Worked hand-in-hand with Housekeeping, Maintenance, Food and Beverage, and Sales to keep up guest SALT scores/satisfaction. Completed training on Hilton’s mandatory PMS, OnQ. Trained Front Desk Agents and Bellmen. Completed property inspections. Managed a team of 23 people.

As part of the opening hotel team, I generated and held SALT Scores (Satisfaction and Loyalty Tracking) at #4 for the company. Acted as Manager-on-Duty for various weekly shifts, taking care of guest requests and any issues. Worked hand-in-hand with Housekeeping, Maintenance, Food and Beverage, and Sales to keep up guest SALT scores/satisfaction. Completed training on Hilton’s mandatory PMS, OnQ. Trained Front Desk Agents and Bellmen. Managed a team of 23 people.

Developed weekly staff schedules. Maintained constant contact with all departments to ensure smooth operations. Worked multiple positions (Bellman, Front Desk, PBX, and Concierge) to become well-rounded in Operations. Learned hotel Profit and Loss ledger for Guest Services team. Managed a regular team of 18 people with an on-call team, as well.

Maintained constant contact with all departments to ensure smooth operations. Worked multiple positions (Front Desk, PBX, and Concierge) to become well-rounded in Operations.