Freelance Customer Success Consultant / Coach since 2016Counsel early stage companies like Vivoh (Since 2019) in developing Customer Success programs for driving growth and digital transformation• Key areas of focus include Account Segmentation (High and Low touch), Product Adoption, Ensuring Renewals, Services Engagement and Pricing, Operations Tools, KPIs and Analytics, and Scaling teams• Define the strategy for customers to establish their own COE and utilize SDLC best practices to drive governance and change management• Leverage best of breed technologies and define workflows for establishing operational excellence

Automation Anywhere is the global leader in delivering the most advanced, enterprise-grade, cognitive Robotic Process Automation (RPA) platform capable of automating any business process. The platform enables enterprises throughout the world to create digital workforces that manage and scale business processes faster, with near-zero error rates, while dramatically reducing operational costs.First hire within the N. America Customer Success team for leading intelligent automation solutions, RPA + AI platform vendor• Served on the CSM leadership team reporting to the SVP and owned the Healthcare vertical business• Quarterbacked a cross-functional team, spearheaded success and digital transformation for numerous major accounts including AT&T, Broadcom, Cargill, Caterpillar, Cigna, Humana, Intuitive Surgical, Kaiser Permanente, Osaic, Verizon, and Visa• Established several multi-year $MM ELA deals resulting in Net Retention Rate of 160% within portfolio, growing it to well over $40M (TCV) / $15M (ACV/ARR) during my tenure• Pioneered the North America Customer Success program, enhancing operational efficiency, customer experience, and helping achieve +67 NPS score. Mentored new team members with on-boarding and training and grew team to 20+ CSMs• Collaborated with Sales, Services, and Partner teams to execute on account plans, helping customers realize up to 8x ROI• Directed Cloud migration efforts and formulated Change Management strategies for customers in collaboration with Product and Engineering teams• Contributed to various Customer Advocacy and Marketing initiatives by leveraging executive customer relationships

Takipi tells companies when and why their software breaks in production. Our product gives developers never before seen insight into their code - helping engineering teams understand which problems they need to work on, and what's actually causing them. With Takipi companies can ship products more rapidly and with more confidence, and developers can spend their time shipping code instead of fixing it.Customer Success Lead for an innovative startup focused on big-data analytics for monitoring and optimizing Java programs• Led both Pre-Sales and Post-Sales functions and helped team attain over 100+ new logos and secure our Series B funding of $15M in early 2016• Managed success of over 40+ accounts including Castlight Health, CollabNet, M4U, Model N, Oliver Wyman, xMatters, and Zynga totaling well over $5M• Facilitated proactive QBR meetings with customers to share metrics, assess risk, and drive their business outcomes• Played a pivotal role in building Pre-Sales, Account Management, and Support processes, strategy, and tools implementation• Supported Marketing efforts and served as the Product Evangelist across various channels

Jive Software is the world’s leading provider of social business solutions. Our products apply powerful technology that helps people connect, communicate and collaborate to solve their biggest business challenges. Jive's Social Business software combines the power of community software, collaboration software, social networking software, and social media monitoring offerings into an integrated platform. Just as social technologies have changed our personal lives, Social Business is changing how enterprises create competitive advantage.Strategic Customer Success and Services role for industry leading Social Collaboration and Content Integration platform• Played a pivotal role in defining the foundational framework for the newly formed Customer Success organization• Owned the success of numerous $MM strategic accounts and drove up-sell and cross-sell opportunities. Notable clients included T-Mobile, Oracle, Hewlett Packard, Genentech, Google, FICO, and Juniper Networks• Secured over $780K in closed deals in Q2 and nurtured $500K worth of PS opportunities for Q3 within assigned accounts• Collaborated with customers to quantify business value by conducting quarterly business reviews• Coordinated Strategy and Discovery workshops to uncover new customer needs. Negotiated SOWs and Change Orders

Pre-sales product expert and evangelist for cloud based web collaboration and video conferencing solutions for desktop and mobile platforms• Supported Major Accounts and Mid-Market/SMB Sales Reps for customers such as AstraZeneca, IPG, CallidusCloud, Taulia, and Spotify• Helped Sales team achieve a record breaking quarter of over $4M in bookings in Q2• Responded to Requests for Information (RFIs) and Requests for Proposals (RFPs) from customers including security questionnaires• Analyzed and troubleshot customer environments, networks, and systems as they relate to SIP and H.323 protocols• Provided guidance on integration and configuration related to other 3rd party telepresence products and collaboration solutions• Developed and relayed competitive analysis collateral for Sales team• Aligned with Product, Support, and Operations teams to help expedite resolution of issues and drive product enhancements• Initiated project with Marketing to help develop customer case studies across verticals and a customer reference program

Accellion, Inc provides enterprise-class secure mobile file sharing solutions that provide the ease-of-use employees need, while giving the enterprise organization the security protection it needs.Defined the engagement model for the Customer Success organization focused on Data Security and Rights Management• Orchestrated success for 25+ strategic accounts valued at $2M+, overseeing renewals and identifying upsell/cross-sell prospects, including renowned brands like Autodesk, Verizon, Eli Lilly, Warner Bros, and Bed Bath & Beyond• Drove Customer Advocacy by aligning with Product Management, Sales, Support and Marketing teams, enhancing Secure Collaboration and Secure File Sharing offerings and improving Customer Experience• Pioneered Cloud instance utilization to expedite customer onboarding, accelerating time-to-value. Spearheaded planning for Professional Services and Education Services units• Effectively employed Salesforce, Marketo, and InsideView to curate, maintain, and nurture customer connections

Served on both the SaaS and Professional Services teams for leading vendor of IT Management / Quality Management solutions• Spearheaded business development for the Quality Management Services portfolio across enterprise accounts in the America’s West region, cultivating a $2M+ pipeline within the first 6 months• Elevated the growth of the QM Services business by supporting Client Principals and Delivery teams, achieving over $12M annually in North America and $4M in the West region, supporting prominent clients like VMware, Safeway, Avery Dennison, Clorox, and Levi Strauss• Formulated the GTM strategy for new QM Services offerings, leading the creation of Quality IT Transformation pitches and Center of Excellence (COE) solutions, bolstering successful Services deals• Advocated for promoting Partner solutions, enhancing customer value proposition and diversifying Service offerings

• Owned the account management and implementations of 35+ accounts valued at over $5M ARR in SaaS subscriptions and boosted license sales by $1M. Noteworthy accounts included DirecTV, American Express, General Motors, Sony, and Visa• Doubled the footprint of 8 accounts and facilitated a $2.7M multi-year customer contract renewal• Consistently ensured over 90% renewal rates with our strategic SaaS customers. Attained 100% rate within QM domain• Served as the Subject Matter Expert and Lead CSM for Quality Center product line, defining internal processes and spearheading Quality Center delivery initiatives. Mentored junior Account Managers and Application Engineers• Acted as a Customer Advocate, gathering product requirements, managing escalations, and liaising with Product Management in SWAT teams during product releases• Contributed to SaaS marketing campaigns and presented 4 times at HP Software Universe events and received recognition for “Outstanding contribution to the business through effective, cross-operational teamwork” on May 22nd, 2007

• Technical project management and client services role focusing on video technologies utilized for the broadcast of internal and external communications over IP via the Cisco Media Network• Applied my expertise of various video hardware and software products, systems and network knowledge, internet technologies, and quality assurance methodologies to ensure systems’ stability and meet the broadcast demands of mission critical events globally• Owned production of broadcasting events live and then processing it for Video-On-Demand.• Initiated research and implementation of tools for monitoring, functional and regression testing, test management, video production automation, and other rich media technologies• Accomplishments included realizing Return on Investment (ROI) on purchased vendor applications, helping define and improve the workflow, and developing tools to validate systems availability. Also helped successfully upgrade the broadcast server room with well over 90 systems and ensured that all systems were tested and operational according to established standards

• Managed testing and release of Virage's Application Services and Professional Services products in North America• Products ranged from SaaS based video search, webcasting, and asset management applications to custom plug-ins for the flagship VideoLogger application• Reviewed marketing and technical specifications documents (MRD, PRD, FSD) and prioritized feature requests• Assessed risk and enforced policies to ensure releases were met on time and within budget• Developed test plans and test cases for performing functional, regression and user interface testing• Verified integration with various CDNs like Akamai, Digital Island and Globix• Reported bugs into proprietary bug database system• Worked closely with developers, project and product managers to resolve problems and improve functionality of the software• Developed an escalation protocol along with Technical Support to expedite resolution of customer issues• Created and managed a QA lab with over 20 systems encompassing various platforms and supporting applications.• Researched and successfully implemented WinRunner and TestDirector automation suite from Mercury Interactive and realized ROI by lowering personnel overhead by 60%• Hired and trained staff and grew the QA organization. Provided metrics and reports to upper management• Occasionally aided Professional Services with customer on-site configuration and testing