• Develop go-to-market strategy and roadmap for self-service product offering• Standardize and implement repeatable success motions of renewal, escalation, upsell, etc• Coach CSM team on retention, expansion, segmentation strategies• Improve KPIs and data-heavy process as foundation for significant account volume

• Reported directly to CEO, responsible for entire customer base and company ARR • Scaled service delivery teams as company ARR grew from $1M to over $11M in under two years • Provided weekly update on strategy and performance to 300+ employees of company• Recruited, interviewed, built Canopy's Customer department from the ground up; 2 team members to over 30 • Coached directors, leads and front lines on consulting with value and overcoming customer objections• Analyzed user behavior data to segment customer base, enabling teams to optimize service delivery• Developed tools, process, data architecture to maximize efficiency in tech vs human touch, ensuring tolerable range of margin on COGS

• Hired as first Enterprise CSM in company history for deliberate & strategic move upstream• Nurtured, renewed, expanded several of the company's largest, world-class clients, including: HP, Cisco, AECOM, VMware, Shopify• Recruited, interviewed, mentored subsequent candidates and team members• Provided tools, process, recommendations to the company through scale and aggressive move to Enterprise-level services

• Advised, funded operating team from concept to beta product

• Managed several of Medallia's largest accounts, carrying an eight figure portfolio value• Navigated relationships with client executives and stakeholders for leading companies, including: GE, Fidelity, Telstra, Leading Hotels of the World• Provided strategic and tactical guidance to clients to maximize program ROI• Advised on CEM best practices within multiple industries: B2B, Finance, Telecom, Hospitality• Served as client advocate across all internal functions and departments• Monitored, advised and negotiated client renewals and expansion contracts

• Implemented Corporate Actions function in Salt Lake City• Facilitated account movements resulting from merger and acquisition activity• Engineered and automated numerous tools to maximize efficiency and accuracy• Processed client cash and stock deliveries due to dividend and bond events• Managed multiple communication channels to ensure client satisfaction

• Tracked client investments and alerted brokers of client positions requiring attention • Restructured communication system that facilitated increased personal contact with clients• Engineered various products and programs to help consultants better serve client needs• Helped analyze and present select investment proposals to clients• Selected and distributed new marketing campaigns to clients

• Worked as collections and service representative while attending school full-time