• Manage a team of 20 Account Managers ranging from SMB to Mid Market• Created and executed department initiatives focused on expansion, renewals, retention, and product adoption• Built and launched a QBR process to support renewal and expansion initiatives• Built our Mid-Market customer experience with playbooks, key metrics and outcomes• Developed career development plans focusing on departmental growth and leadership development• Oversaw Customer Success department operations, including metric development, Salesforce modifications, SOP creation, and dashboard buildouts

• Project manage large multi-month success plans that focused on exceptional adoption of products and workflows• Responsible for a BoB comprised of Enterprise level corporations totaling to 12 Million in ARR• Conducted QBRs, Success calls, and built out regular Success Plans to achieve customer and company goals• Handled enablement and training of new modules• Identify areas of improvement within workflows to enhance performance and overall company revenue• Frequently met with CEO/CTO/CROs on a weekly basis to work on changes needed for their businesses.• Identified downward trends in end-customer data and used those insights to help increase customer ROI.

As a Manager for the Demandforce Customer Success team, I was responsible for the ongoing success of my team and their Books of Business. I worked closely with our product, sales, marketing, and tech team to focus on bringing the best possible experience and value to our client base. I believe in building and maintaining strong talent.As a leader, I analyze and deconstruct outdated and inefficient processes when applicable and create training materials and resources to help educate and develop my team.

- Consistently meet and exceed team metrics - Build rapport with clients within my enterprise book of business- Train new hires and current team CSM’s- Point of escalation for the team; Retention, Technical, Billing inquiries - Relieve manager of administrative day to day activities - Run meetings; Best practice meetings, Team building exercises, New feature adoption - Conduct monthly meetings to go over business goals and what we still need to work on- Responsible for adding new locations and upselling new featuresMentor and lead team of Customer Success Managers.- Responsible for leading 20 Customer Success Managers covering 5 vertical books of business (Dental, Medical, Automotive, Veterinary, Lifestyle) -Directs and creates content for corporate training, and facilitate ongoing training for CSM's- Plans and executes team events and training to generate team synergy and growth as a department- Own onboarding, retention and health metrics for assigned territories/vertical(s).- Work closely with Sales management to align with strategy and best practices for each vertical.- Work closely with product team and advocate as the voice of the customer.- Monitor production metrics for the team.- Consistently evaluate the effectiveness of team members through data analysis, shadowing calls, and reviewing customer feedback.- Continuously learn and become an expert on D3 product.

As a senior member of the CSM team at Demandforce I am responsible for not only the initial introduction between the client and the program, but I am also responsible for their ongoing success with Demandforce. I have worked closely with our marketing department and together we have generated multiple marketing campaigns for our medical accounts for the 2018 spring quarter. Furthermore, I have branched out and assisted in taking over a few Enterprise level accounts for Demandforce. As a senior CSM here are a few of the day to day tasks that I am responsible for.-Onboard new customers and ensure their success with Demandforce-Monitor health and proactively reach out to accounts based on Gainsight triggers.-Schedule and complete quarterly/annual business reviews.-Have save/pre-cancel conversations.-Conduct renewal conversations with accounts at risk.-Provide training for new users and help them see the value in the product.-Mold the product to each individual account and ensure they are seeing an ROI.-Work closely and build strong relationships with sales, product insight, marketing, and tech support. -Funnel referrals to sales.Working as a CSM for a tech company has showed me that having strong lines of communication with other departments is crucial. Time management and an eagerness to learn are traits that I have come to learn and improve on everyday.

As an agent in one of the busiest Nordstrom rack locations I was able to gain a large understanding on how to approach escalated situations with clients and team members. I served as one of the first points of contact when customers were having issues or emergencies. I learned how to respond in a calm and collective manner while still putting the customer first and using my best judgement for situations that occur less common.

Work on daily reports for companies such as Konami, Square Enix, Activision and many more. Conduct event planning and research regarding new product launches and the public's opinion towards them. Multitask while still meeting deadlines. Input and research information for product presentations and weekly reports. Including VPM, Top Sites, Positive and Negative Feedback, Background information regarding the products and individuals being presented.

Provide private instruction to individual or small groups of students to improve academic performance and studying skills.Identify, develop, or implement intervention strategies, tutoring plans, or individualized education plans (IEPs) for students.Keep constant professional threads of communication with students' parents or teachers in written progress reports, in person, by phone, or by email.Prepare and facilitate tutoring workshops, collaborative projects, or academic support sessions for small groups of students.Maintain records of students' assessment results, progress, feedback, or school performance, ensuring confidentiality of all records.