Leading a talented Customer Success team and Field Engineering Service teams, I am committed to guiding customers to fully embrace Sisense’s products and achieve impactful outcomes. As a trusted advisor and advocate, my focus is on building and growing healthy relationships that drive customer satisfaction, product adoption, and retention.In this highly visible role, I am driving operational excellence through measurable KPIs, fostering collaboration across teams, and executing strategies to minimize churn, enhance engagement, and maximize customer value. I work closely with Sales to align strategies, forecast renewals, and identify opportunities for growth.With a passion for customer success and a strategic, hands-on approach, I aim to deliver a seamless customer experience that promotes continuous improvement and transforms customers into lifelong advocates.

As the Vice President of Customer Success, I am a strategic leader responsible for overseeing the end-to-end customer experience and ensuring the success and satisfaction of our clients. I manage a team of customer success professionals, collaborating with cross-functional departments, and driving customer-centric initiatives to achieve business objectives.My responsibilities include: - Develop and execute the customer success strategy, including retention, upsell, and advocacy programs. - Foster strong relationships with key stakeholders, including C-suite executives and decision-makers at client organizations. - Create and implement processes that drive customer onboarding, adoption, and overall success. - Monitor customer health and engagement metrics, proactively addressing any issues to prevent churn.- Develop a deep understanding of customer needs and pain points to influence product development and improvements.Results:- 📈 Under my leadership as VP of Customer Success, our team has achieved a 95% customer retention rate for two consecutive years, surpassing industry benchmarks and fostering deep-rooted relationships with our clients. #CustomerSuccess #Retention- 💡 Implemented a new client onboarding program that reduced the onboarding time by 40%, leading to quicker product adoption and higher initial satisfaction scores among our clientele. #OnboardingExcellence - 💼 Over the past year, our Customer Success team has proactively identified and mitigated potential risks for over 180 accounts, ensuring smooth experiences and reinforcing our commitment to our clients' long-term success. #ProactiveSupport - 🎉 Celebrating a 50% reduction in customer support tickets since the launch of our self-service portal and knowledge base – proof that empowering customers with the right resources can lead to transformative results. #SelfService

As the AI Director for the North & West Regions, I play a pivotal role in driving gross and net dollar retention in the Americas regions (approximately 80% of DataRobot's revenue). Constantly interacting with senior leaders on the client side. Understanding the customer’s business and desired outcomes to achieve success that secures long-term renewals. Engaging with the customer to gain a comprehensive understanding of customer health and status through regular customer dialogue and by monitoring health and adoption metrics.Results:- One of three founding members of the Customer Success Practice at DataRobot. Current global CS team consists of 50 members- Developed Customer Success Strategy from the ground up. Developed processes, playbooks, CSM and onboarding training curriculums that are still being leveraged today- Increased customer retention rates over 30% for all medium/low touch customers- Upsold/expanded accounts by an average of 20% quarter over quarter (6 consecutive quarters)- Manage, mentor, and coach 15 CSMs globally

The DataRobot AI Success team is at the leading edge of helping businesses achieve their AI objectives and realize incredible business impact through successful use of the DataRobot Automated Machine Learning Platform. Working with a portfolio of clients, as the AI Success Manager I have guided the entire customer journey from onboarding to mastery and then expansion. I have led many customer-facing interactions, I also have been engaged with other resources across DataRobot, such as customer-facing data scientists, field engineers, support, and other subject matter experts, to remove obstacles and accelerate the path to client success. I also have partnered with inside sales to identify and capitalize on expansion opportunities within the account. The objective of my role is to drive client success and adoption as measured by client loyalty, advocacy, expansion, and revenue. DataRobot wants to transform every business into an AI-Driven Enterprise, and as the AI Success Manager, I play a pivotal role in that mission.Results:- Revenue growth and retention at strategic accounts- Execution of AI strategy and implementation of professional services- Managed, maintained, and supported 22 accounts- Gross $ and Net $ retention targets hit 6 consecutive quarters - Average upsell/expansion $ increase over 20% for each of the 22 accounts - Internal Contributions: Developed and Managed DataRobot Community site (Learning sessions work stream. Increased customer/prospect engagement by 42% after 6 months

Leading and managing all resources to ensure client success with implementation and increased use of Artificial Intelligence (AI) technologies and services. Currently driving engagements with top tier Executives, as well as IT Engineers shaping the future of global customer work on Autonomic and Cognitive solutions, managing a $30M portfolio.• Guiding overall Amelia (AI) journey and cognitive solutions for clients (from concept creation support to delivery/implementation, ramp up, steady state operations and “off-the-shelf” tailored solutions)• Continuously developing and implementing agile project/program methodologies, increasing efficiency by 45% and accelerated client satisfaction, slashing error rate from an average of 21% to 2%• Responsible for the overall design and redesign of the Amelia (AI) solutions for the clients (process outlines and output, process flow optimization, Amelia solution QA)• Managing a 24-hour work model with 18 offshore (India & Ireland) resources as a direct result of being more efficient in overall project delivery • Collaborating with a team of 45 stakeholders to define potential vertical and horizontal uses cases, leading the development of the business cases for each part of the identified cognitive solutions, with the support of technical architects, BAs, and industry analysts• Collaborated with Sales Executive to support Sales and Business development efforts and shape SoWs to ensure a solution for each client is feasible, viable and scalable, based on Amelia’s roadmap)• Developed and supported SoW negotiations, resulting in $5M+ in new business within nine months

Leveraged detailed knowledge of multiple frameworks (Waterfall, Agile, Scrum) to support initiatives to drive growth with existing methodologies while transitioning to new strategic agile delivery methods. • Led 40-member joint agile cross-cultural development teams managing global, domestic and offshore UK resources and India accounts on product support, exemplifying principles of Scrum to deliver bi-weekly sprints, driving increased customer retention, new business, and increased speed to market• Implemented robust Project Management practices in line with the Project Management Institute, increasing quality of code delivered to production servers while reducing costs, increasing efficiency• Created, maintained, and managed 20 waterfall projects from initiation through closure, accounting for project objectives, technical system requirements, milestones, deliverables, staffing needs, and funding• Improved stability of application suite achieving 99.9% availability, 0 outages, and 80% satisfaction after partnering with a global network of vendors, contractors, and provider technology resources• Administered training to resources on Project Management Office standards and best practices

Led and manage multiple project teams in diverse industries within fast-paced, challenging, environments to meet objectives and improve the bottom line. Analyze deficiencies, determine new goals and implement new tactics toward business growth, delivering results within deadlines. Determine duties and responsibilities of individuals on teams, organize training workshops to improve performance and work one-on-one with members lagging behind in performance. Guided executive management team in solutions regarding project-related queries and issues. Established and manage a highly successful mentor/mentee program Deep experience providing counsel, strategy and leadership in the following industries: • Insurance: Fiscal steward of $9M program budget and 20 projects for a pay per-mile, pay-as-you-go insurance product portfolio. Develop goals, establish process, maximize team performances. • Pharmaceuticals: Led, managed and deployed collaborative authoring tool and training materials which resulted in document review turnaround times decreasing by 75%, streamlining the process across multiple groups for pharmaceutical documents to gain approval by the FDA. • Food Distribution: Defined new product pricing model strategy and roadmap, capturing $20M+ total gross profit 2014-2016. Exceeded target adoption goal in 90% of markets by an average of 3.5%. Pricing model success cited as major reason for eventual merger with larger competitor. • Health Care: Directed team of client and consultant resources to develop a business case for a new product - Virtual Physician to Patient Care product - which was successfully approved, funded and deployed in 2015. Product use grew by 15% less than 9 months on the market.

Led strategy and tactics to improve company’s operating model (distribution, sales, management, claims, customer service, and analytics), identifying areas for improvement. Developed strong relationships with company’s business leaders; establishing accountability for all work at every step. • Developed and implemented project/program methodologies which increased efficiency by 30% and accelerated client satisfaction, slashing error rate • Improved workflow processes by developing requirements to integrate a work distribution system with a web application• Managed 24 hour work model with 10 offshore (India & Ireland) resources which was a direct result of being more efficient in overall project delivery • Collaborated with representatives from business, agency, actuary and legal to create templates for official policy documents and customer results• Led joint application design sessions with 15+ representatives from business, user experience, technical and test teams, offshore (Indian) and onshore• Played pivotal role in establishing operational efficiency for clients by projecting quote to bind a 10% increase rate through new platform developed for customers

Developed vision and strategic business direction for roll out of the Agency Website program. Developed, implemented and managed the strategic plan and benchmarks for the program, consistently measuring results for continued improvements. Acted as single business point of contact for all items relating to agency websites, agent locator and local search. Developed, implemented and adjusted the strategic plan and success measures for this program. Worked with stakeholders and technology to develop a program road map of business driven enhancements. Oversee the day-to-day operations that are managed by technology (Map display issues, updating of address, agent questions, etc.). Act as tier 2 support and engage when needed.• With revised marketing strategy, conversion rate of consumers purchasing insurance policies on agency website rose 3%, resulting in profit increase of 50% for auto policies•305% extra monthly visitor traffic produced in updated pilot agent web platform vs. current agent web platform.•80.4% lift in monthly per agent lead production YTD on new agent platform vs. current web platform.

Optimized growth, customer retention, and customer experience marketing strategies in all lines of insurance by performing one-on-one consultations with over 120 agency owners in Illinois, Wisconsin, and Minnesota. Developed exclusive, customized marketing plans and strategies for individual agents to meet specific market conditions. Managed up to 2 Market Analysts. Lead preparation of market condition reports. Managed strategic direction, promotion, and implementation of standardized branding in agency locations nationwide. Initiated and executed local and national marketing programs, including agency group advertisements, lead programs, agent events, and sponsorships. Developed advertising media resources, including online, radio, print, and television, on regional and national scale. Performed Customer Experience and Loyalty research by applying quantitative and qualitative measurements and multiple methodologies, including Customer Satisfaction Index, across customer lifecycle. Analyzed customer experiences and ensure relationships continually improve and strengthen for Allstate products and services. •Propelled 10% increase in overall production over two years by co-founding first web-based lead management tool within region; enabled more efficient follow-up by providing centralized location to house all lead campaigns from numerous systems; served as lead consultant in implementation of system in 4 regions covering 24 states. •Spearheaded 25% growth in business by developing custom marketing plans for over 120 agents; captured 95% satisfaction rating by agencies on consultation. •Led cross-functional team in development and implementation of customer experience program to gather customer insights on large, broad-based strategic initiatives, including on-boarding, implementation, customer service, technology, pricing, and operational optimization.

Advanced through ranks from Account Executive to Branch Sales Manager to Regional Business Development Manager, directing financial services sales and leading teams to exceed goals. Led development of new business in 16 branches across all territories as well as business development team in sourcing, managing, and implementing new business opportunities. Developed, reviewed, and reported on business development division’s strategy. Sourced business from over 100 clients. Led competitive and market analysis; analyzed market conditions for non-prime opportunities and to fund loans. Explored market opportunities for mortgage acquisition to balance fee income generation with cross-sell potential. Liaised with other executive heads on implementation of company’s strategic and operational plans• Ranked #1 in units and volume in 2007 as Regional Business Development Manager• Funded 220 mortgage units for $32M in 2007• Increased production by 40% within first month as the sales manager• Ranked 13th nationally out of 545 Account Executives for total production (2006)• Increased production by 40% within first month as Sales Manager by initiating and executing Managerial Business Plan• Promoted from Sales Manager after only 2 months in position • Achieved #23 national ranking out of 559 Account Executives for total production and #3 ranking in region out of 37 Account Executives with 120 YTD units (2005)• Won National Sales Summit Award in 2006 and 2005

Funded mortgages, home equity loans, personal loans, and other consumer credit products. Performed credit investigations, loan interviews, and loan analyses. Developed and delivered credit recommendations. Resolved collections, delinquency, and bad debt control. Selected by District Manager as Lead Mentor and Trainer to new Credit Managers.• Ranked in the top 5 of 42 Credit Managers in total units and volume for loan, credit card and mortgage production in 8 out of 14 months in position • Led, mentored 10 new Credit Managers to rankings within top 5 sales producers within 3 months of completing training curriculum