• Directed and led 40 employees across 6 key areas of the business along with selling and driving retention of SaaS LMS and course content.• Collaborated with stakeholders to map customer journeys, develop success milestones, deliver runbooks, improve resources used to fuel the one-to-many tech-enabled journey, and differentiate services based on customer segmentation and value.• Led day-to-day and longer-term vision, strategy, and goal settings of the Specialist teams while setting long-term vision and maturity of overall Customer Success organization, including transitioning a culture to a data-driven mindset focused on retention goals and well developed KPIs.• Oversaw customer journey touchpoints/milestones (onboarding, assignment, enrollment, assessment, evaluation, and renewal).• Fostered a positive team culture and assisted HR team in hiring, onboarding, career development, & performance management.• Collaborated with multiple departments to build out world-class Customer Education Strategy and owned the learning journey for customers determining the right mix of education offerings and delivery mechanisms (i.e. just-in-time learning, video tutorials, user guides, webinars, and in-person training events) to maximize customer success.Highlights:• Launched customer success for Enterprise accounts, the largest for-profit institutions mirroring a B2B business model.• Transitioned a part-time paid customer advocacy program to a full-time team of Faculty Advisors responsible for increasing attitudinal loyalty and providing premium consulting services to customers.• Improved the overall user experience with the partner company, Savvas Learning, with the inauguration of Customer Success in the K-12 Advanced Placement and Dual Enrollment market.• Served on Pearson North America’s Diversity, Equity & Inclusion Task Force in the Recruitment and Hiring sub-committee.

• Focused on scalability and efficiencies to maximize the effective use of products to a large customer base.• Developed the first “one-to-many” service offering, mapping the customer journey and developing appropriate resources to contribute to the success of each milestone. • Worked on Voice of Customer feedback and collaborated with product and marketing teams to enhance overall experience.• Developed and maintained a frictionless customer onboarding and renewal experience.• Encouraged problem-solving, strategic thinking, and customer-oriented mindset amongst the team.Highlights:• Designed and led a weekly webinar schedule for training, offering between 8-10 webinars weekly led by expert educators.• Advised creative teams to redesign the training pages on websites to better guide customers through their user journey.• Developed User Guides, videos/resources to train customers and help them achieve maximum output with the products.• Recreated the Implementation Guide to be more focused on case studies and benefits of the product.• Developed the first Planning and Implementation Tool Kit, geared around efficacy and best practices.• Doubled the customer loyalty program size, maximizing use of experienced customers as consultants to other customers.

• Established new guidelines and goals to address the changing landscape, as a driver of sales, increased usage, and redemptions, and as the technology trainer for the district. • Led all Specialists from the western region with about 8-10 reps in each district that were responsible for new sales through sales calls, presentations, and demos.• Worked with existing customers to take them to the next level of expertise in using more product features and informed them about product enhancements and changes. • Built relationships with customers and assessed and worked on the risk of adoptions not getting renewed. • Hosted special events regionally to drive excitement about digital solutions and helped connect customers to expert users.Highlights:• Directed and governed a high-performing team from recruitment to retention for 3 years, promoting a significant impact on maturing both the technology sales strategy and the customer usage/retention strategy for the company.• Led an initiative to better track leading indicators of performance through improved monthly reporting and leveraging excel pivot tables to report out on progress towards goals.• Developed a campaign that significantly reduced tech support issues from going to the wrong channels, freeing up sales specialist time and improving the overall customer experience.

• Led 10 sales representatives in digital sales, renewals, upselling, increased subscription usage, etc. while increasing revenue driver for the district.• Owned the post sale experience to onboard customers successfully, mature their usage of product by training to help realize full enrollment revenue, and make renewals easier for them. • Excelled in creating trainings that resonated with and helped sales reps in enhancing performances in technology aptitude.Highlights:• Pioneered ways to improve access code redemptions and long-term retention of digital product usage driving technology sales and post-sale implementation.• Gained promotion for being the top sales contributor in the country and for leading sales reps to high performance.

• Grew and retained the use of Pearson textbooks and accompanying technologies at 11 Universities and Colleges.• Led growth of revenue through new business, retention of existing base, increased subscription volume, and renewals. Highlights:• First Sales Rep to do First Day of Class Presentations (“FDOCs”), now an industry standard across all the major Higher Ed Publishing Companies.• Recognized as a Top Performer each year and a part of the Chairman’s Council in 2005 for expanding territory by 34% in year one, as well as continued with significant growth each following year.