Provide solutions for complex sales cycles by combining customer experience and industry expertise with deep technical knowledge to help prospects embrace transformational change.

Rebuild Customer Success and Support functions for a startup in expansion phase in order tomanage the customer experience across multiple products at scale.• Centralize multiple support functions and systems into one team with shared metrics and SLAs,resulting in Support user satisfaction increase from 89% to 95%.• Define customer success function, specific timelines, and both team and individual goals fortracking transition to new methodology supporting over $50M in live ARR.• Optimize teams and team structure to adapt to new working models and ensure right headcountand fit for new organization, resulting in 95% gross retention and 110% net in 1H23.

At Litify, I build and scale post-implementation customer experience functions for a rapid growth stage startup. My teams focus on how they can help their customers take advantage of all of the ways the combined power of Litify and Salesforce can improve their legal marketing and operations.- Designed, planned and executed new Customer Success functions to provide clients in the legal industry the guidance and solutioning they need to reach their goals- Obtained over $1M in upsell revenue from existing clients in first full year in role- Launched NPS initiative and worked to achieve 25% increase in scores for key contacts- Launched managed services offering for live customers to support execution of Customer Success led initiatives, leading to significant additional ARR for live customers through program subscriptions- Revamped support team and process to support customers and improve outcomes to 98% CSAT and 95% SLA achievement

Built a team of operational powerhouses within the Customer Success organization to deliver on improved quality and overall customer experience. Coordinated efforts across all facets of the organization (Engineering, Product, Marketing, Implementation) to align on customer needs and maximize customer VOI.

Led MapAnything's efforts to create a delighted customer base. Guided individual teams responsible for Customer Success, new customer/product implementations and technical support.• Designed and implemented a customer renewals process to allow for increased visibility into customer health, and the ability to forecast upcoming renewals. Result: 15% reduction in churn in first 9 months.• Split CS team into separate true Customer Success and Implementation teams, allowing for a focus of onboarding new customers without taking away resources from existing users. Result: 100% decline in customers cancelling during implementation in Q1, as well as another 15% reduction in overall churn. • Led creation of training Center of Excellence focused on identifying best practices for introducing users to core software functionality and benefits. This allowed for differentiation of training methods based on customer size, segment, and use case.• Launched and managed company-wide NPS initiative to gather, analyze and react to customer feedback from customers across the continuum- whether end users or decision makers- in order to accelerate the learning curve for all facets of the organization.

Led global support organization and production team for a cloud based procure-to-pay software solution. Under my direction, Verian was ranked #1 for support and customer success in a 2016 Gartner analysis. • Developed an employee-oriented culture that emphasized quality, continuous improvement, key employee retention and development, and high performance.• Brought process, transparency and accountability to the support process, incentivizing consultants and enabling them to obtain real-time feedback on their performance through KPIs and real-time dashboards.• Led corporate NPS initiative, including survey strategy, incorporation into company-wide KPIs, analysis and coordinated reaction, resulting in a 50 point jump in NPS score in just one year. • Ensured that excellent customer service was being provided at all times by maintaining a close watch on key department metrics, working with R&D and Product Management on prioritizing product issues based on customer impact, and maintaining personal customer contact.• Implemented new support workflows and SLA’s to optimize research into product defects, and requirements gathering for change requests.• Created a customer-centric focus by bringing all customer information and communication into one place within Salesforce.• Created, sold and executed new support offerings to meet the needs of our largest customers.• Post Verian’s acquisition by Basware, promoted to Director of NA Customer Care, and took on additional responsibility of launching new locally based support team for Basware NA customers .

Led teams of consultants to implement new or improved customized and SaaS software solutions.• Brought PM skills to bear on implementation projects to develop and implement project plans, track issues, and manage budgets. 100% of projects finished on time and within budget.• Incorporated cross-functional expertise from R&D, product management and sales to help clients determine the specific solutions best fitted to their needs, and upsell additional services.• Led departmental initiative to improve and standardize implementation methodology, MS Project plans, and both issue and budget tracking mechanisms.

All encompassing role leading Tech Support, Account Management, and Implementation resources for a key customer vertical for a predictive modeling SaaS company.• Led cross functional department of client facing tech support & project managers, plus internal sql developers, to focus on maximizing customer success on existing and new software.• Increased revenue to come in 8% over budget first full year in role by selling new services to existing clients, while reigning in costs to result in an EBITDA 17% over budget.• Partnered with customers to identify and implement BI and analytics solutions, add ongoing support and account management services, and negotiate new contracts.

Rotation in Customer Contracting and Marketing - Managed contracting strategy, from market analysis, pricing, and contract maximization for key federal customers. - Developed new metrics to analyze contracting profitability and to predict customer decisions, and utilized those metrics to develop contracting algorithms for key products. - Worked with brand teams to develop pull-through programs for contract wins, and to develop push through plans in markets without contracts.Rotation in Account Management - Drove sales and marketing activities in assigned IDN, MCO and GPO accounts by developing strategic business plans, leading cross-functional sales teams, and developing, negotiating and implementing contracts with customers. - Effectively implemented innovative change such as new awards programs, adoption of new technology, and new employee development programs within Account Management - Created and led a cross-functional team to determine the viability of a new product in a specific market segment. Recommendation against promoting in this market was approved by the organization. - As part of matrixed team, prepared and executed complete training program for AM on new market segment expected to bring in over $4B in annual revenue.Rotation in Primary Care Sales - Gained hands-on sales and territory management experience with both primary and specialty care products. - Managed territory budget and resources and effectively utilized support staff such as Nurse Educators and Reimbursement Managers in order to maximize ROI. - Moved territory from bottom quarter of the country in sales to top 25 (over 300 territories) within 1 year.

Designed and managed market research databases for Fortune 500 client. Analyzed and summarized data.Analyzed and reported significant findings via presentations, reports and quarterly newsletter. Won new business opportunities through strong client relationships and successful marketing of skills.Led training for and implementation of new database systems. Worked with client to insure that systems offered best met their needs. Provided ongoing support for new software.Managed fiscal objectives for projects. Balanced proposals with internal costs to ensure profitability.