RetentionCX is a fractional, hands-on offering, collaborating with executive leadership and CX teams to put in place the critical building blocks that boost net revenue retention and generate exponential growth.

Executive team member responsible for a global team (US, Europe, and India) owning the post-sale customer experience, including customer success, professional services, training and enablement, technical support, and technical account management.- Progressed fledgling customer success practice beyond basic renewals processing toward strategic customer engagement through maturity model development. Result: consistent gross retention rates near 95 percent.- Defined need for faster product adoption, extracting on-premise installation from Support and creating a project management practice for quick deployments. Result: reduced install time to consistently under 90 days.- Re-architected professional services practice to strategically focus on adoption, creating simple packaging to increase attach rates. Result: Increased attach rates for new customers from 20% to over 80 percent.- Worked with offshore level-1 team on reporting, analysis, and improvement to both response and resolution times for support cases. Result: Reduced first reply time 80 percent and time to resolution 50 percent.- Defined need for top 20 customers to have more technical assistance for internal projects across multiple support cases. Created technical account management practice, justified the program, created beta, and rolled out to 8 of 20 customers. Result: 100% gross retention of beta customers.

Leader on key client engagements, acting as senior project manager and account manager, responsible for ensuring project success and securing add-on and expansion work.- Rescued failing middleware projects, securing resourcing, devising objectives, scrum-mastering, and elevating strategic client discussion. Result: Secured significant incremental billable work.- Led application development for state agency, which led to a leadership role in Digital Transformation, steering the agency-wide effort to transform the organization through technology and data.

As part of Emplify's executive management team, I led the Customer Success function focused on net retention, which involved all post-sale customer services, including program management, account management, and professional services.- Executive team member and core contributor to vision, strategy, and core values creation and execution, growing the Emplify business from zero in 2017 to over 300 customers and successfully raising two rounds of growth capital equaling $22.5mm- Oversaw software support for Bluebridge Digital, achieving consistently above-industry-average reply times and customer satisfaction scores- Successfully divested two Bluebridge Digital business lines and over 400 app customers to two separate acquirers over the course of 5 months, freeing Emplify to focus on growth- Architected the Emplify Customer Success team, expanding from 2 dedicated resources in 2017 to 18 headcount across 5 specialized roles- Collaborated with Marketing on product packaging, including features and services entitlements, that was instrumental to unlocking a successful upsell strategy- Created and launched multiple professional services, defining offerings and pricing, including Employee Engagement Executive Briefings, Employee Engagement Coaching, Program Management, and Account Management- Devised and launched an employee engagement methodology for customers that led to record upsell revenue and product utilization growth; upsell exceeded 25% of new bookings in multiple quarters and reached record total amounts in Q1 2019- Managed the selection, purchase, and implementation of the Customer Success tech stack, including Zendesk and Churnzero

I operated all aspects of the organization. I directed and oversaw sales, account management, implementation, education, technical support, infrastructure, product development, accounting, and finance.- Started up account management practice; in 2 years, following five years of no revenue growth, achieved 26% growth in total income and 34% growth in net income.- Created implementation practice, eliminating project backlog and reducing average implementation time from peak of 127 days to under 30 days.- Implemented product development function, resulting in first new product slated for April 2016 launch.- Architected strategic plan, directing first revenue and budget planning in company history, setting aggressive revenue and profit goals, defining budgets, and rolling out key objectives by discipline.

I managed all post-sale customer services, from initial implementation through ongoing support and account management. I led a multi-disciplinary team, including project management, data conversion, customer education, website development, technical support, and account management. From 2009 through 2012, WebLink saw 94% revenue growth, while total expense grew only 38 percent.- Implemented account management practice that generated incremental bookings at the rate of 42% of what software sales generated in 2012;- Decreased average technical support resolution time 88 percent, from 8 days to 1 business day average;- Decreased cost/project 23% in 2011, projected incremental 35% in 2012;- Reduced average implementation time by 63 percent.

I managed client delivery of all software and services, leading a large team focused on project management, configuration, installation, data hygiene and enhancement, and educational services, including in-person and on-demand learning. I managed revenue and expense for the professional services business, creating forecasts and delivering recognized revenue against budget. I also managed the maintenance, updating, and version upgrade of all software, integrations, and services for all customers.- On 3rd-party services business, drove $1mm to bottom line in 18 months at 31% margin.

I created the professional services business and then managed it, holding responsibility for client delivery of all software and services. I managed a geographically diverse team focused on project management, consulting, installation, configuration, and training. I managed monthly forecasts and delivered recognized revenue against budget.- Wrote business plan for and successfully deployed new professional services business;- Delivered over 450 engagements, over 18 per month, worth over $19mm in recognized revenue, and increased monthly revenue 100% to over $1mm, driving 50% increase in forecasting accuracy;- Reduced time to install by over 30%;- Manged a 25% increase in productivity while consistently under expense budget;- Implemented learning management system and full online university, delivering a 2-year IRR in excess of 200%.

I managed the training practice, including regionalized training staff, development and standardization of training offerings, and consistent delivery of in-person, onsite training against objectives.