Coach, train, and manage teams from implementation through renewal for managed and high-touch SaaS products for a B2B AI tech start-up. Responsible for Operations, Customer Support, Customer Implementation, Client Success Manager teams, client satisfaction (NPS), retention, and growth via strategic account plans and consulting services. Partnered with Sales, Product Management, Engineering, Human Resources, Finance, and Marketing to deliver excellence and achieve key goals.- Built customer feedback strategy and shared insights cross-functionally for product roadmap and solution design improvements.-Established client retention strategy, Client Health Dashboard for early intervention, and KPIs to reduce churn and increase upsell revenue and adoption for enterprise software. - Created Client Success Playbooks, and strategic plans, implemented best practices, and improved onboarding, development, and training for CSMs.-To improve scale, lead, and deliver operational process improvements and internal agile efficiency initiatives.

Provide leadership for a $100M per year Program for an AI Data Delivery Agency within one of the big five technology companies, responsible for a large global team of 40+, service delivery, customer support, client satisfaction (NPS), and growth, and manage the profit and loss (P&L), forecasting, account strategy, reports, and operational program—customer facing role, including on-site account reviews.- Execute strategic account, relationship, and escalation management and collaborate on sales strategies with sales, engineering, marketing, and platform.- Hire, train, manage, and coach a large global team to foster a high-performance culture, improve skills, and drive business value and scalability.- Communicate business value by leveraging data analytics to recommend a strategy for return on investments (ROI).- Led and delivered operational business process optimization and internal efficiency initiatives.- Develop strategies for revenue growth and strategic cross-sell opportunities including SaaS product adoption.

Acted as a trusted advisor. Responsible for supporting the retention and growth ofhealthy client relationships and the strategic growth of sustainable, profitablerevenue. Managed accounts with a holistic perspective across excellencein delivery, anticipating growth opportunities, developing strong agency teamdynamics, and, ultimately, earning the trust of clients. Excelled at applying intelligence,insight, and adaptability to accomplish the mission and leveraged all agencycapabilities to address client challenges. Possessed a solid understandingof business, marketing, and brand dynamics as well as the curiosity and drive to help clients solve problems and realize their potential.

Spearheaded Team Management of a cross-functional team, collaborating with Account Management, Strategy, Search Engine Optimization (SEO), Product, Business Intelligence, and Finance and built client relationships. - Led strategic sales opportunities across the digital landscape.- Drove the team to exceed sales goals by 250% in FY18 and capitalize on growth areas.- Developed marketing programs, media plans, and managed media and vendor partnerships.- Launched CDK’s first Ecommerce advertising initiative.- Analyzed and reported on performance outcomes, delivered customer experience best practices.- Ensured clients’ leverage of improvement opportunities.

Directed an agency of approximately 100 managers, strategists, analysts, graphic designers, and program managers in multiple locations, supporting over 1,500 clients. - Transitioned the team to take on sales responsibility, launched additional marketing programs and media channels, and worked “out of the box” to increase revenue while delighting and retaining clients. - Grew online revenue with existing accounts $2.3M in the first year.- Developed Media plans and go-to-market strategies for key clients, championed market and consumer insights into client reporting and analytics and implemented several cost-saving initiatives.- Met business objectives for FY17, resulting in $400K in savings.

Led a team of three managers, 40+ marketing strategists, analysts, and graphic design associates supporting client portfolios of $100M focused on paid search and display advertising. - Led efficiency projects to improve margin and reduce waste, served as a key stakeholder for digital advertising product launches, including global expansion, and managed drove efficiency projects.- Improved margins by 8% and reduced waste. - Built and Launched the client retention initiative.- Achieved 100% retention for the Tier2 program in 2015.

Oversaw account managers and digital advertising analysts, mentored new managers, and created a new hire training program. - Acted as subject matter expert and managed product and brand initiatives for Volkswagen, MINI Cooper, BMW, and Hyundai programs. - Increased client satisfaction in 2010 and 2011 and achieved a 90% satisfaction rating in 2013, the highest in the department for customer experience.

Responsible for managing, coaching, and developing team of account managers. Successfully developed process and goals to influence the retention and growth of managed account spend with digital advertising products. Managed new launch projects. Increased team customer service (NPS, CSI) quarter over quarter. Assisted in the development of training and CRM changes to improve both process and performance. Acted as a liaison for services team to product development, advertising, operations, and business intelligence teams on several projects. Assisted operations team in developing reporting deliverable at all levels of organization.

Responsible for sales and relationships with partners and prospective customers with goals of exclusive agreements, maintaining and increasing market share on regional and national level. Successfully managed field sales and administrative team, negotiated local agreements, implemented training program & streamlined daily processes. Acted as liaison between corporate and regional office to implement new programs and technology. Assisted in the training of branch management team on successful sales call process and networking. Reduced cost of field staff by 10% after implementing employee efficiency program.

Began career as Management Trainee in 1997, promoted 4 times in 3 years. Successfully increased profitability by 22% and market penetration while developing employees and balancing customer service at multiple offices in the Seattle metropolitan area. Duties included; personal sales & employee sales training, accounts receivable, bank deposits & reconciliation, account management, and employee training and development. Consistently awarded for personal sales performance and achieved #1 customer service in region.