About: Podium exists to help local businesses thrive. Today, more than 100,000 local businesses are powered by Podium, helping to facilitate millions of customer interactions and payment transactions.Responsibilities:-(Interim) led and restructured a global customer support organization (including BPO) and multi tiered management team. (~75 ppl) -CX SME for operational initiatives/programs for Support / CS teams -Revamped CX workflows, improved service delivery and defined/improved key performance metrics.

- Coached and led a team of 12 CSMs, managing ~$40MM ARR and $50MM GPV.-Collaborated with customer success operations to develop playbooks and build workflows within Gainsight to scale customer success. -Drove CX execution for a PLG transformation, optimizing contract renewal/cancellation workflows and rules of engagement for post sales teams.

About: Smartsheet (NYSE: SMAR) is the enterprise work management platform. By aligning people and technology so organizations can move faster and drive innovation, Smartsheet enables its millions of users to achieve moreResponsibilities:-Owned annual revenue goal from global professional services, targeting Enterprise accounts (F500).-Mentored a consulting team of 15+ professionals (employees and contractors), providing guidance on best practices on customer value delivery services - Helped launch Smartsheet's initial professional services team and offerings, deployed new service SKUs and collaborated with sales counterparts to expand revenue opportunities- Served as the DEIB leader for the Customer Success / Services organization

About: AwareX is transforming the digital customer experience. We offer the ready-made digital experiences that customers want and service providers need. Our digital-first approach puts your customers front and center, receiving a single view of you as an enterprise.Responsibilities: -Managed CSM team, driving customer satisfaction and retention through strategic guidance, and a focus on delivering value to AwareX’s LATAM customer base.-Developed and implemented customer success strategies tailored to the unique needs of AwareX’s telecom customers.-Oversaw business reviews with key accounts, showcasing measurable results, identifying growth opportunities, and strengthening customer relationships.

About: Wiser Solutions® is the global leader in Commerce Execution SaaS products. Our Commerce Execution Suite provides brands, retailers, brokers, and distributors with the intelligence needed to make better decisions, online and in-store.Responsibilities:-Spearheaded client onboarding processes for new retail and business customers, ensuring a smooth transition to Mobee's platform.-Ideated and executed personalized adoption programs, working closely with customers to drive usage, improve performance, and increase overall satisfaction.- Partnered with Sales to manage contract negotiations and pricing strategies.

About: Catalina is the market leader in shopper intelligence and highly targeted in-store and digital media that personalizes the shopper journey. Powered by the world’s richest real-time shopper database, Catalina helps CPG brands, retailers and agencies optimize every stage of media planning, execution and measurement to deliver $6.1 billion in consumer value annually.Responsibilities:-Led executive/technical team relationships with top U.S. retailers, driving product adoption, expansion, and long-term partnerships to use in-store / mobile apps. -Managed and optimized technical delivery projects, overseeing cross-functional teams to ensure seamless implementation of Catalina’s solutions.-Acted as a client advocate, communicating feedback and aligning product enhancements with client needs.-Proactively addressed potential issues to mitigate churn, while identifying opportunities for upselling and cross-selling Catalina’s suite of solutions.

About: Intelligent solutions provider defining the future of the property and casualty (P&C) and general insurance industry. We are the platform upon which modern insurance systems are built, enabling the industry to capitalize on the power of the cloud to run agile, intelligent, and evergreen operations.Responsibilities: -Collaborated with cross-functional teams (Product, Sales) and c-suite to develop and execute product marketing strategies, create compelling marketing content, and share customer success stories. -Managed relationships with industry analysts (e.g., Forrester, Gartner) to drive awareness and thought leadership within the insurance technology space.-Guided large-scale insurance projects through all deployment stages as a Project Manager. Oversaw project scoping, timeline management, resource allocation, and risk mitigation.

About: A leading global insurance organization with operations in approximately 80 countries and jurisdictions. We provide a wide range of property-casualty insurance, life insurance, retirement solutions, and other financial services to support our clients in business and in life through our General Insurance, Life & Retirement and Investments business units.Responsibilities:- Owned marketing (printed content) annual budget of $450K-Implemented comprehensive communication strategies aligned with AIG’s business objectives, ensuring clear and consistent messaging across all internal and external platforms. -Served as a point of contact for media inquiries, maintaining strong relationships with key media/press outlets-Created and managed internal communication email/webcast campaigns, supporting leadership in delivering key messages.-Assisted with communication strategies for major events, including product launches, and corporate events (P&C broker events), ensuring messaging consistency and enhancing the company's public presence.