• Developed a strategic customer experience framework, including journey mapping and persona creation.• Partnered with Sales, Product, Marketing, and IT, auditing customer touchpoints for process improvement.• Defined key journey milestones and led a Customer Experience Committee using a scrum framework.• Advocated for customer needs in product roadmaps and established enablement programs to drive growth.

• Provide strategic guidance on GTM positioning, customer experience, and organizational alignment.• Design event experiences to convert prospects and gather insights through customer interviews.• Develop value-based pricing strategies and recommend optimal sales channels.• Lead digital press release initiatives and refine marketing collateral for sales enablement.

During this career break, I have focused on personal growth and leveraging my client-facing skills. I am ready to bring fresh insights and practical experience to a strategic customer growth role.

• Managed a $7M ARR portfolio of enterprise accounts, including Macy's, Lowe’s, and Stellantis.• Developed needs-based success programs, tailored onboarding, and enablement strategies for key personas.• Created a new EBR framework for strategic executive conversations and advocated for product improvements to reduce churn.• Collaborated with Sales and Marketing to create partner pitch decks, enablement content, and cross-sell/upsell materials.• Negotiated SaaS contracts, saving $120K, and guided clients through RFP/RFQ processes.• Launched a User Enablement Program, driving a 450% increase in media activation within four months.• Helped found Epsilon’s Customer Success Team and developed a strategy for onboarding data clean room users.

• Managed a $3.2M ARR portfolio of 24 brands, retaining 90% of accounts and increasing product adoption scores by 19 points.• Upsold $700K in media activations and generated $220K in additional revenue through licensing and integrations.• Conducted client meetings and QBRs, delivering insights, campaign results, and strategic recommendations.• Developed enablement playbooks for high-potential users and collaborated on impactful ABM campaigns.• Advocated for customer-driven product enhancements, resulting in key feature and Knowledge Base improvements.• Analyzed customer data to drive campaign performance and maximize ABM impact.• Supported RFI/RFP processes, including contract redlining and negotiation.

• Provided customer success consulting, focusing on playbook development, program management, and persona-driven strategies to improve retention and engagement.• Analyzed customer journey data and implemented strategies to optimize the customer lifecycle, collaborating with Marketing, Sales, IT, Support, and other cross-functional teams.• Led SEO, SEM, social media, and marketing automation campaigns, identifying trends and opportunities for improvement.• Troubleshoot project roadblocks and presented reports and strategic recommendations to senior stakeholders, including Directors and C-suite executives.

North America’s Leading Email Marketing Agency Dedicated to eCRM and Omni-Channel Experiences (acquired by Ansira)• Directed audience strategy, campaign planning, and production timelines for client initiatives.• Guided SaaS platform configuration for tools like Salesforce Marketing Cloud, Pardot, and Adobe Experience Cloud.• Conducted technology audits and recommended CRM optimizations to enhance MarTech and AdTech alignment.• Fostered strategic partnerships with Salesforce, IBM, Oracle, and Adobe to drive client success.

Pardot Implementation Partner Specializing in Salesforce Orchestration and Enablement. The Cheshire team has worked with thousands of clients to bring order to the chaos of marketing and sales processes with marketing automation & CRM implementation, training, and managed services.• Partnered with Pardot and Salesforce AEs to align client strategies and drive adoption.• Delivered insights on digital strategy and marketing automation to enhance client success.• Designed strategic proposals to expand Pardot usage and optimize omni-channel marketing efforts.

• Founded IBM’s agency advisory council, driving 140% YoY sales growth and expanding market reach.• Managed partnerships with 20 agencies, enhancing collaboration across creative, sales, and technical teams.• Consulted partners on email marketing, customer journeys, and CRM strategies, increasing engagement and platform adoption.• Developed marketing collateral, hosted enablement webinars, and supported partners in competitive deals.• Resolved support escalations, optimized email deliverability, and co-launched a national user group format with the Product team.

• Managed client relationships, account operations, and onboarding processes to achieve business objectives and ensure profitability.• Conducted P&L analysis, led client renewals, negotiations, and upsells to drive revenue growth.• Enhanced SEO offerings by integrating emerging trends and best practices, delivering improved client outcomes.• Mentored and developed cross-functional teams across Media, Account Services, and Web Development, fostering collaboration and growth.• Negotiated client contracts in coordination with finance and legal teams.• Introduced a quarterly review meeting format to align teams, share updates, and celebrate achievements.

• Managed client relationships, account operations, and onboarding processes to achieve business objectives and ensure profitability.• Conducted P&L analyses, led client renewals, negotiations, and upsells to drive revenue growth.• Enhanced SEO offerings by integrating emerging trends and best practices, delivering improved client outcomes.• Mentored and developed cross-functional teams across Media, Account Services, and Web Development, fostering collaboration and growth.• Negotiated client contracts in coordination with finance and legal teams.• Introduced a quarterly review meeting format to align teams, share updates, and celebrate achievements.

Iron Mountain Digital was a new division created via the Iron Mountain acquisition of Connected Corporation (product Connected DataProtector, a PC back up software available through SaaS or licensed software) and LiveVault server backup.Responsibility Focus: Responsible for designing and refining business process for existing software product / service lines. Maintain a consistent message that bridges multiple product lines through business process and customer facing messaging. • Administer and Track Global Sales Leads through Salesforce.com. • Manage the department's Intranet content and continue to improve content strategy. • Register and track new business contracts and distribute to proper fulfillment channel. • Create effective product messages for prospects, customers and partners. • Recognize the ability to leverage security into our products and business process to drive additional customer opportunity. • Project Management: lead product launch sub committees to accomplish specific task based goals critical to the life of the product and new software releases. • Generate and communicate new business opportunities and customer retention through proactive account servicing.

As a MBA candidate began an internship with CIO Magazine, participating with team responsible to merge the physical CIO Magazine brand with a recently migrated CIO.com website platform migration. Upon completing my MBA, I stay on as a contractor through the full CMS platform deployment. Responsibility Focus: editorial writing, development of editorial packages, online content management, content migration, HTML QA, search engine optimizationCIO magazine and CIO.com are produced by International Data Group's (IDG's) award winning business unit, CXO Media Inc.

Product Focus: Mutual Funds, Fixed and Variable Annuities, Long Term Care, Fixed and Variable Life Insurance, 403(b), 412(i), Group Insurance • Created an organized dynamic group sales presentations • Trained and managed a team of three interns for purposes of generating new prospects • Consulted public on investment & insurance strategies. • Designed and presented seminars on the topics of Families with Special Needs Children, College Savings, 403(b) Retirement Plans.

Walt Disney World Summer Intern, May 2001 - August 2001 - Stands West Team, Magic Kingdom - Administrative responsibilities include guest support, sales, and inventory controlCampus Recruiting Representative, August 2001 - May 2003 - Organized a recruiting program for 125 students - Acted as a liaison between Disney and Bryant University to execute biannual college recruitment campaign