- Responsible for spearheading initiatives across the commercial business unit to eliminate single points of failure by creating aligned processes and documentation- Developed playbooks for the post-sale customer lifecycle, including onboarding, adoption, renewal, expansion and advocacy, as well as risk and opportunity plays - Created customer health scoring system to more accurately forecast revenue and mitigate risk - Developed and executed strategic plan to standardize processes and communication materials to improve capacity in CSMs book of business - Gathered, analyzed and interpreted data to create monthly/quarterly/annual customer business reviews with exceptional skillset to present findings clearly and effectively

- Consistently delivered results and achieved customer success driving value through contribution to product adoption, customer satisfaction (NPS), and customer health- Worked collaboratively with cross-functional departments, such as Implementation, Support, Sales and Product & Engineering to ensure timely completion of overall tasks- Conducted executive business reviews, governance meetings, and internal customer review boards to drive value- Served as a voice of the customer (internal) in collaboration with Product and Engineering teams for roadmap prioritization- Collaborated with the reporting and insights team to develop metrics with a focus on enhancing internal and customer performance analytics

- Managed projects from contract signature to post go-live; implemented over $58MM in ARR in first 12 months- Integrated all required information to support RFP's and follow through to award and apply solutions- Recognized as subject matter expert and facilitated systems training of company’s proprietary technology

- Conducted comprehensive quarterly business reviews with customers focusing on process improvement and trend analysis- Identified upsell opportunities and supported Account Management teams in contract renewals and pricing negotiations

- Cultivated and sustained relationship with key customer accounts with annual revenue from $250K to $15MM