- Led team of 120 professionals, across Professional Services, Customer Service, Customer Success Management and Operations- Defined integration plan for QGiv acquisition, while prioritizing consistent, optimal customer experience

- Lead team of 120 including Support and Implementation, Professional Development, Customer Success Managers, Operations and Customer Journey.- Drove significant change management in the redesign of Customer Success as a stand-alone business function.- Grew business 100% in twelve months.- Combated unique ed-tech marketing conditions that stalled growth, and primed the business for future growth (i.e. layoffs, product development, scaling systems, etc.).

As the VP Customer Success at Optimizely, I lead the entire post-sales subscription experience including the Customer Success Manager, Renewal Specialist, Support and Education teams. I manage a global team of 75 leaders and individual contributors, and am accountable for 70% of the Company's ARR.- Reports into CEO- Increased the renewal rate by 20 points in 2 years- Decreased our lapsed renewal rate by 30%- Driven 115% net expansion- Maintained Support NPS 90+- Architected a sustainable program: tripled our team, launched new SME roles, implemented Gainsight, and refocused the team to ensure our customers realize a positive ROI on their experimentation investment.

• Launched Series A funded Australian-based enterprise marketing leadership platform company in United States• Managed worldwide leadership team, including product, marketing, sales, customer success and finance• Responsible for every facet of US business: sales, hiring, local partners relationships, legal, human resources, marketing, branding, procurement• Concurrently lead worldwide People and Culture Program: Launched BetterWorks OKR program, TriNet Benefits program, organizational design, employee feedback program, employee policies and procedures, workspace planning, and People Strategy

• Senior role reporting into head of AGS APAC;• Manage team of approximately 80 employees across 5 APAC markets (10 countries) covering account management of Digital Marketing (Analytics, Target, Experience Manager, Campaign, Social, Prime Time, Audience Manager, Media Optimizer), Digital Media (Creative Cloud, Digital Publishing Suit, Document Cloud), Full Service, Partners and support shared services;• Developed and implemented scaleable processes to drive customer satisfaction, including Top Customer Program, Get Well Plans, Engagement Plans, capacity planning, and renewal triggers;• Cultivated employee development culture through trainings, strategy empowerment, talent alignment, Individual Development Plans, Check-Ins, feedback and career planning;• Initiated and launched Horizons program to recognize, develop and retain top talent; • Promoted from General Manager AMO APAC after 8 months with the Company;• Led RFP pitch that secured largest AMO full service customer worldwide; and• Won AGS Leadership Award and was selected for AGS Leadership Academy.

- Drove go to market services strategy across direct, partner and full service for the Adobe Media Optimizer product that supports SEM, Display, and Social channels;- Led RFP pitch that secured largest AMO full service customer worldwide; and- Promoted from General Manager AMO APAC after 8 months with the Company.

• Senior role reporting into Sr. Vice President of Consumer Products and Acquisition;• Responsible for developing and executing integrated multi-channel acquisition strategies toward ROI and long-term strategic goals;• Mentor and lead multi-layered team of twenty-one employees, plus multiple vendor relationships;• Set clear objectives, defining metrics and key milestones to revolutionize integrated multi-channel card acquisition through: digital (banner display, paid search, aggregators, DotCom, electronic applications, landing page optimization, prospect servicing, win back, search engine optimization, etc.), social media, partnership distribution, telemarketing and direct mail;• Accountable for some of Australia and New Zealand’s largest online display media and paid search campaigns;• Administer budgets that drove ICS P&L;• Negotiate and oversee relationship management of non-air distribution partnerships;• Digital “champion” and SME across all business units; and• Consistently participated in initiatives outside of daily role including being a GOALS mentor and Employee Satisfaction sponsor.

Senior Manager, Small Business Card Loyalty • Reporting into Director of Small Business Services; • Co-managed launch and marketing of the Card Benefits Center, an innovative online revenue-generating journey for prospects and cardmembers to review the benefits associated to each card product; • Project resulted in 36% increase in time spent on journey, 1.6% increase in companion cards acquired and a diagnostic 2.4% decrease in account attrition; and• Mitigated business risk by developing and assisting in the design and implementation of an enterprise content management system, and managed maintenance of the interactive vendor management process and audit mapping.Senior Manager, Strategic Financial Analysis • Co-modeled the three year long-range financial plan for the American Express Company;• Managed and forecasted the capital model that informed and influenced senior management around dividend, repurchase, and capital surplus decisions; and• Contributed to analytic presentations for CEO, CFO, and other senior management to consult on financial and tactical options for the company’s future.

• Structured, advised and assisted in the formation of the Lifefo Women’s Forum, a women’s handicraft cooperative designed to increase village income, empower women and assist with skills development for village dependent youth;• Counseled and trained grassroots entrepreneurs in coordination with the Basotho Enterprises Development Corporation (BEDCO), Lesotho’s national strategy toward economic expansion through entrepreneurial development; and • Authored and updated over one hundred pages of business training manuals used nationwide by BEDCO.• Secondary projects included: HIV/AIDS awareness and prevention initiatives; environmental education for village youth; Peace Corps pre-service training facilitator; high school tutoring; and micro-financing scheme advisor.

• Evaluated and recommended initial and incremental investment opportunities that offered a strategic and financial benefit to American Express;• Transitioned to group turn-around specialist during economic downturn, directly influencing cash flow management of multiple portfolio companies;• Served as board observer on three portfolio company’s board of directors, including a French technology firm and a domestic firm undergoing an acquisition at the time; and• Chosen to participate in the group’s crisis management team following the events on September 11, 2001.

• Assisted in late-term financing for small, growing companies in the technology, consumer, and financial services industries;• Performed due diligence, developed road show presentations, authored private placement memorandums and executed financial modeling; • Successfully closed on $310MM worth of financings during my tenure; and• Series 7 and 63 certified.