As Customer Success Technology Architect, I play a key role in the operationalization and scaling of our clients' customer lifecycle strategies through data and technology.As a key member of the Valuize consulting team, I architect how customersuccess technology and data can be leveraged by our clients to drive best-in-classnet-revenue retention in their recurring revenue businesses. Partnering with the Valuize Strategy practice, I translate the operational demands of our clients’ customer lifecycle strategies into technical blueprints and bring those blueprints to life through implementation of technology (e.g. Gainsight).I also collaborate with our clients’ data and technical teams to understand their system and data requirements and translate them into actionable work items for all parties involved.I have strong communication skills, a collaborative team approach and deep experience designing and leading enterprise customer success operations. I work comfortably in an evolving environment and convert ambiguity into action. I manage multiple projects simultaneously, liaise with a diversestakeholder group and am able to help the organization make decisions in a cross functional environment.

As a systems consultant I am a client-facing member of the delivery team accountable for design, architecture, build, training and support of IT software integrations. I formulate creative solutions to complex problems and relay those solutions to stakeholders to achieve buy-in and support, leveraging the successes of those solutions to garner client trust and future approval.Work with clients as a trusted advisor to uncover areas of improvement within their IT software ecosystem as it relates to their customer success organizationTranslate client needs into actionable technology and process changes and implement them in focused sprintsIntegrate systems to leverage valuable sources of data that drive revenue retentionProvide walkthroughs, recorded videos, office hours and documentation for peers, clients and communityProvide technical expertise on complex system integration issues and implementation best practices; focus primarily on GainsightWrite up process documents for deliverables, contribute to existing documents, review and edit old documents at regular intervalsManage Gainsight implementations, improvement and analyses using Agile methodologyMaintain positive, strong, professional relationships with clients through the stress of onboarding new softwareValuize, Inc. Act as the primary Systems Consultant facilitating the implementation of Gainsight for the clientLiaise with the Systems Architect, client Data Team, and executive stakeholders to provide an actionable MVP for the client within the engagement’s deadlineImplement and deploy Gainsight customization based on client specificationsFollow a three-week Agile format during implementationPivot and adjust deliverables as needed by the clientRecord video walkthroughs of deliverables to better facilitate UAT with clientWork closely with the client to properly integrate necessary systems with GainsightIntegrate external data sources to populate scorecards based on industry best practices

Gather and organize information about the client problem to be solvedParticipate in the development of solutions for our clients involving analysis of client as-is processes and researching best practicesAssist in delivering the design and build of Gainsight configurations that meet the requirements of user stories designed with the clientLearn our client's customer lifecycle strategy needs through working with Strategy ConsultantsPartner with Valuize and client Product Owners to design user stories ready for development in the customer success platformLearn and contribute to best practices for scalability, supportability, ease of maintenance, and system performance within our clients' technology environmentsMake recommendations to improve efficiencies through development and adoption of best practices and standardized proceduresAdditional Client Delivery team tasks and projects as assigned

• Focus on self-sufficiency under high volume work loads• When able provide support for coworkers with minimal communication or direction• Establish a strong rapport with guests in a limited amount of time to provide a comforting, welcome environment to ensure return patronage• Execute any and all guest requests and communicating these needs to other departments• Functionally coordinate large parties in a limited time frame• Comfortably adjust to changes in deployment to better support guest experiences

• Consistent top-seller, including collaborative selling (20-25% of all sales, daily)• Coordinating team members for set-up and breakdown of events • Communicating with different departments to ensure timing of meals align with Banquet Event Order (BEO) • Creating specialty cocktails that compliment guest’s meals and experience • Attending daily meetings/briefings that increase efficacy of service • Writing logs or emails detailing the events of the day • Attend various tastings (whiskey, gin, wine, beer, rum, etc.) and maintain knowledge of said products to upsell and use as points of discussion with guests • Have extensive knowledge of the menu and be able to know all ingredients/describe the dish while also assisting guests in making a selection that best fits their taste • Provide a friendly and professional atmosphere to build rapport and incentive for guests to return • Maintain a calm attitude with a focus on urgency and quality under pressure • Support team members to ensure their success; provide training to ensure excellence and consistency of all new hires • Provide concise and clear directions for support positions • Delegate work appropriately to accomplish deadlines and goals • Have an understanding of guest needs and facilitate the execution of said needs • Capable of operating in multiple positions at different locations skillfully • Provide confident, skilled leadership; preemptive sense of when to ask for assistance

• Consistent top seller; habitually 10-30% above shift sales target • Regularly entrusted with the largest parties and high-caliber guests, including celebrity sports personalities • Curated private events that provided a safe space for guests and maintained professional discretion • Coordinated team members for set-up and breakdown of events • Maintain extensive knowledge of the menu and be able to know all ingredients/describe the dish while also assisting guests in making a selection that best fits their taste • Provide a friendly and professional atmosphere to build rapport and incentive for guests to return • Attend various tastings (whiskey, gin, wine, beer, rum, etc.) and maintain knowledge of said products to upsell and use as points of discussion with guests • Maintain a calm attitude with a focus on urgency and quality under pressure • Support team members to ensure their success; provide training to ensure excellence and consistency of all new hires

• Ensured consistent production, both in quality and time • Coordinated back of house and front of house to support positive customer experience • Maintained integrity of recipes and consistently communicated changes to staff and team members

• CRLA Certified Level 1• General Chemistry, US History, Biology• Assisting students with homework, test preparation, essay production and general comprehension