• Led Customer Engagements while representing the organization and stakeholders from Customer Success and Support, Professional Services, Sales and Leadership• Developed our ITIL processes for ticketing and integration of Service Cloud and Jira to help customer and internal teams track and prioritize technical bugs, customer requests, and enhancements• Led the User Data project to develop User data collection, analysis, and dissemination of data to customer success, sales, and R&D to improve the customer experience and deliver what our customers needed in support and new features• Propelled continuous improvement and adoption of documentation to improve the customer experience, adoption of the product, and speed to answers for customers and internal teams• Developed and iterated on the use of Monday.com templates for customer onboarding, fixed projects, and ongoing TAM engagements• Created and managed customer feedback loops using Microsoft Forms and other products to create a story from the customers and improve communication with R&D, customer support, and other stakeholders

• Crafted exceptional customer relationships with all stakeholders, including C-Level and procurement• Drove Net ARR of 149%+ with a 100% logo retention• Created and drove enablement and adoption of crucial customer success, support, and professional services processes, such as Executive Business Reviews, Solution Workshops, and technical touchpoints, to help customers achieve first value and complete critical projects on time• Worked cross-functionally with Sales, marketing, and R&D on commercial use cases, customer feedback loops, and growth opportunity creation• Drove preparation and outcomes for internal and external projects, including with the LT team and board, company-wide, and customers• Worked to improve diversification and employee engagement throughout the organization

• Developed internal stakeholder relationships and processes with Sales, Marketing, Engineering Support, R&D, Legal, Finance and Operations.• Grew a global team of world-class technical Customer Success Managers and managers from 0 to 20 in 3 months that is continuing to scale with accelerated growth• Recruited and coached for commercial success through exceptional customer experiences, driving a Net ARR of 140%+ with a 100% logo retention• Developed and documented motions for scalable and effective service for commercial customers, including a self-paced guide to positively impact the pace of new customers and their product adoption, customized training webinars, and recorded training• Led and managed the Customer Success LT team, various staff, and project meetings based on clear outcomes and timelines. • Developed and implemented, while influencing HR and Operations, critical employee listening programs and compensation strategies to drive hiring and retention of critical customer-facing employees in a tight market while driving high employee satisfaction scores• Developed hiring practices with Recruiting, Marketing, and HR to improve a diversified global applicant pool • Developed the annual resource planning and adjusted for actual sales, strategic 6-month and annual priority plan for customer success and related functions• Directed and drove the group in developing daily and weekly processes, including customer lifecycle engagement, technical customer meetings, project management, EBRs

• Led the strategy and people management of the Customer Success group for DivvyCloud• Grew a global team of exceptional managers, Customer Success Managers, and Cloud Solutions Architects from 4 to 15 that continued to scale with accelerated growth.• Developed, led, and coached for commercial success through exceptional customer experiences, driving a Net ARR of 130%+ and 90%+ logo retention.• Developed an effective CS strategy and playbook based on the market and customer needs, leading to a current NPS score of 66• Developed and iterated on the business processes, including forecasting, budget, customer lifecycle processes, and repeatable projects for customers• Created a diverse culture, increasing representation from multiple groups, allowing all to learn new skills and further their careers• Managed a large group of global customers from Fortune 100 to high-tech businesses with excellent retention• Represented and led critical internal/external stakeholder engagements and communication• Served as a proxy for the CRO and other C-Level leaders as needed• Led communications and influenced marketing as needed in communication strategy and critical customer messaging.• Drove participation and understanding of the voice of the organization and employee feedback within our group

• Met vital performance indicators around churn, customer satisfaction, seat addition, and renewal activities• Identified expansion and multiyear contract opportunities, developed effective outreach strategies and led the customer success team in managing and closing these opportunities• Worked cross-functionally to implement and modify programs and processes that increase customer happiness• Managed a team of CSMs, including coaching, mentoring, hiring, and ongoing performance• Developed and iterated on training (internal and customer-facing), EBRs, and revenue processes• Developed internal stakeholder relationships and processes with professional services, support, sales, marketing, finance, and legal

• Led the merger of Meridian's customers into the AllCovered/Konica Minolta platform• Advise customers on best practices and end user adoption• Deliver training on products and services• Work strongly with other departments to deliver services and show customer value while trying to exceed expectations

Led Customer Success initiatives to achieve 40% or more additional annual revenue for managed services.- Focus Customer Success to improve retention and adoption of additional services for increased satisfaction- Created Playbooks, guidelines and managed team for customer success and service delivery- Created and managed strategic partnerships- Proven track record of growth with 96% customer retention

Led and managed the software solutions, managed services and managed print services presales, solutions sales and customer success teams. Presales solutions architects supported the solutions sales and sales teams with new business through thoughtful consideration of the clients needs, current environment and end goals to ensure better satisfaction with the implementation and alignment of customer expectations. Customer Success was focused on program improvement, reducing churn, increased revenue and renewals, ensuring customer solution success and value. Achieved cross-selling of multiple solution product lines in 60+ key relationships by educating the B2B and GEM sales teams, implementing new marketing strategies for increased awareness and interdepartmental campaigns involving presales, sales, operations and post sales/delivery teams. Created product positioning strategies designed to achieve optimal market penetration. Cultivated and managed relationships with key clients, vendors and community partners.

Created a business plan in order to achieve quarterly and annual product goals and metrics. Tracked trends and suggested enhancements that both challenged and refined company product offerings. Defined and analyzed metrics to measure success and profitability of products. Build presales and customer success programs.

Joined the Managed Services Startup team as the first employee. Created and executed a sales plan with a team of 4 to exceed sales revenue goals in first year by 137% while maintaining margin goals. Improved client relationships and rapport using refined interpersonal communication and positive leadership that gained increased engagement, referrals and references. Consulted with clients on business issues and solution implementation. Developed innovative proposals and presentations.