XPMatters is an experience management consultancy helping companies define, measure and improve the experience of their employees and customers. We help our clients understand which aspects of the experience journey are most critical in building loyalty, and we provide specific actions to enhance it, boosting loyalty and engagement.

CEO of the household and all of its subsidiaries. Full-time mom of 3; part-time chef, housecleaner, groundskeeper, zookeeper, and calendar admin. Took time to be introspective, pared everything back, and made space to rediscover what's most important for our family.

▪ Led the creation of strategic and creative brand and product marketing campaigns across multiple verticals. ▪ Leveraged data-driven insights and consumer research to enhance brand positioning, foster deep customer engagement, and ensure consistent brand storytelling across all channels. Clients included Community America Credit Union, Kinetic by Windstream, United Way of Greater Kansas City, Community Coffee, Select Health, Medical Solutions.

▪ Recruited to direct Client Retention and Satisfaction and to establish the Marketing function.▪ Built a Client Success Team delivering exceptional performance. Hired 9 new team members, designed/delivered training, and provided career growth opportunities, leading to 4 promotions among 12-member team.▪ Drove 10% organic growth in the first 10 months of hire by creating and executing strategic initiatives like Client Roadmap discussions and targeted client outreach.▪ Built relationships across the portfolio of 1,100+ clients in 5 industries, 70% in healthcare.▪ Transformed the Client Success from reactive processes to a proactive, client-focused team; established KPIs, implemented Salesforce CRM, and positioned for successful scale-up.▪ Contributed to 30% revenue growth from 2020 to 2021 as a key member of the executive team.▪ Led post-merger integration of the client success group following a key acquisition.▪ Worked closely with the Board and PE investors to develop a Value Creation Plan (VCP).▪ Defined and implemented client engagement strategy and served as executive client sponsor.

▪ Selected by SMG’s President as one of 3 Associate Directors to define strategy and lead cross-functional teams in completing high-profile, high-priority projects.▪ Collaborated with the Chief Client Officer, VP of Sales, VP of Product, and Project Manager to develop SMG’s strategic roadmap and capabilities presentation for the 2019 Forrester Wave, earning the company a 20%-point lift in performance, as well as personal recognition for delivery of the presentation, which articulated existing and future capabilities.▪ Launched SMG’s first Smart Survey, enabling clients to create a more customer friendly survey experience and glean more accurate customer insights through data integration.▪ Served as SME and a key liaison between Business Development and Client Insights; regularly brought into presentations to help close deals and showcase client successes. ▪ Implemented some of the largest, most technically complex programs in the company’s portfolio as both an independent contributor and team lead/mentor.▪ Collaborated with executive leaders to develop/deliver insight presentations to C-suite clients.▪ Instrumental in driving new revenue by serving as a strategic consultant to prospective clients; communicated understanding of SaaS products and quickly earned credibility and trust.

▪ Managed a 4-member team and a $3M portfolio consisting of 5 key clients.▪ Key role in converting client from pilot program to a multi-year, multimillion-dollar contract.▪ Cultivated positive relationships to ensure client retention and develop add-on revenue.▪ Recognized with 2 Client Advocacy Awards and 3 Top Partnership Insights Awards.

▪ Promoted based on top performance and contributions to manage a $1M portfolio of challenging projects for clients outside of the conventional SMG client base. ▪ Persuaded clients to participate in beta testing new products and solutions, enabling clients to utilize leading-edge technologies and allowing SMG to accelerate go-to-market with expanded capabilities and product offerings.

▪ Recruited to SMG’s client retention/client services organization; provided support to as many as 6 project managers, each with a portfolio of dozens of simultaneous projects.▪ Created and maintained project status information and reports for all projects, contributing to the success of a broad range of accounts.