• Supervise 9 customer facing Onboarding Specialists who conduct complex technical implementation and launch $2.5M in ARR per quarter onto the Loop Returns (Shopify Partner) software platform• Represent the Onboarding team cross-functionally and develop SOPs through a variety of initiatives: product launches, pricing/packaging alterations, international expansion, marketplace expansion, CRM change management• Created a culture of introspection and biased action to improve Onboarding practices including: streamlined Time to Value (TTV), improved installation SOPs, enhanced product adoption best practices, overhauled project plans

• Oversee 15 US & India based customer facing associates across 3 integrated teams focused on growth and retention of 1,200+ customers and $5MM+ ARR• Spearheaded tiered and divided support teams ensuring 2,500+ annual customer escalation requests prioritized according to geography, time zone, and technical & non-technical needs• Increased ARR by $500,000 by spearheading churn reduction initiative guiding Finance Marketing Engineering, and Revenue Operations teams to modify customer notifications, long-term renewal discounts, and billing logic amidst organizational pricing changes • Implemented Voice of Customer feedback process resulting in 10 systemic enhancements within 8 months and NPS of 90+ of customers surveyed

• Hired, trained and managed 4 Product Consultants focused on providing self-service and agency clients strategy and product onboarding to ensure customer success while retaining and growing $5MM in ARR• Developed a Customer Success program focused on the education of ecommerce advertising best practices while providing individualized and on demand training and support for 1,200+ clients using our software platform• Implemented new software for all self-service clients with a focus on client training and product adoption while serving as the voice of the customer to inform Product leadership regarding customer feedback, product iterations and roadmap guidance to mitigate against churn

• Hired, trained and managed 10, US & India based Advertising Account Managers providing bespoke Amazon advertising strategies, implementation, and ongoing optimization for a book of business that included SMBs & Enterprise companies that totaled $1.5MM in ARR• Surpassed NRR (Net Revenue Retention) goal of 95% for 5 consecutive quarters with 4 quarters above 100% NRR

Teaching remotely:BUS 335 - Promotional Planning & MetricsMBA 844 - Advanced Topics in Digital Marketing

• Oversaw Marketing and Advertising for a top 50 Amazon 3rd party retailer while managing 20 client relationships• Executed the strategy and optimization for $1.6MM in annual Amazon Advertising spend yielding a 7.5X ROAS• Managed 6 associates consisting of a Creative Director, 2 Graphic Designers, a Photo/Videographer and 2 Copywriters overseeing projects including brand development, videography, web design and photo shoots

• Led project delivery, budgets, timelines, solution quality and account relationships for enterprise clients with projects including display and geo-fence lead generation, brand creation and ideation, sales presentation design and development, website design and development and digital sales platform design and development• Managed 9 creative professionals including 5 graphic designers and 4 copywriters• Built, branded, and sold a digital presentation technology (called Rep University) designed for Higher Education • Provided quality assurance and copy editing for state Medicare RFPs for a major healthcare provider

• Administered the direction and operations of a digital marketing program that generated $7MM in ARR supporting over 1,200 Nationwide Insurance independent and exclusive agencies • Led 25 Account Executives, Data Analysts, Content Specialists, and Customer Support Representatives• Managed the intake, contract negotiation and on time execution of $1.5MM in strategic digital marketing projects for Nationwide Insurance including social media ads, client retention micro-websites, new client conversion websites and digital database conversion with focuses on user experience, speed of data retrieval and accuracy • Served as primary point of contact to enterprise clients (Nationwide Insurance & State Auto Insurance) which involved: client stakeholder monthly KPI reviews, problem solving strategic marketing and business challenges which led to new projects and resolving high severity requests and issue escalations with our digital properties• Created and executed a college case study and recruiting program that lasted 2 academic years, over 50 students competed in the case study and 13 interns were hired for semester long internships during which I administered a weekly professional development series - 5 of the interns were hired into full time roles post-graduation

• Grew enrollment for the Capital MBA program by 50% as the Academic Advisor and Primary Admission Officer