- Lead a team of customer/partner success professionals responsible for strong net promoter score, renewal rate, upsell rate, and customer satisfaction performance while executing product implementations, strategic alignment, program delivery, and retention efforts.- Develop and implement comprehensive customer engagement strategy in alignment with company objectives and GTM strategies.- Define the customer journey at Mantra and align customer success efforts to critical retention points.- Create systems and motions for partner success that are segmented between scale, enterprise, etc.- Develop annual plan to meet or exceed company-wide retention and expansion targets.- Advocate for customer/partner success efforts across teams and serve as the voice of the customer internally at Mantra.- Improve account risk and health monitoring systems, including identifying and successfully implementing tools needed to successfully manage partner success operations (Salesforce, etc.).

- Teach graduate level coursework in the Master of Educating Adults (MAEA) and Master of Applied Professional Studies (MAAPS) programs including ORGL 514 - Leadership, Change, and Positive Organizations

-Provide consulting services for educational and ed tech organizations-Advise companies and schools on educational strategies, Ed tech industry insights, LMS tools, micro credentials, and adult education topics

- Hired, trained, and managed a team of customer success managers and renewal managers to lead customer retention and renewals efforts; received exceptional ratings on employee satisfaction surveys consistently throughout my leadership tenure- Recognized as the Top CS Director in the company for Q1 2024 renewal/retention performance at 105% attainment of renewal rate target.- Selected as the top CS Director for the company for the 2023 fiscal year and awarded a President’s Club trip with the executive team.- Served as the co-chair for the Women@PS ERG mentorship program.- Recognized in June 2022 for a company-wide Spotlight Recognition Program award via nomination by colleagues and received a monetary award along with the distinction.- Responsible for the retention, engagement, customer satisfaction, and renewal efforts for federal, state/local, and academic customers to increase retention and create upsell opportunities.- Analyzed customer engagement/adoption and team performance data to make decisions about operational and procedural changes.- Partnered with peers in Customer Success and Sales leadership globally on the greater vision and strategy for the Pub Sec CSM team, proactively identifying areas for innovation and improvement to help drive year-over-year growth.- Managed risk escalations - identified risk, mitigated and escalated issues as necessary to drive renewal probability within customer base.- Met and exceeded team goals for quarterly gross and net revenue retention targets, NPS scores, employee satisfaction, etc.

- Managed the renewal and customer success pipeline for a region of Instructure’s customers (North Central).- Developed and implemented strategies for increasing customer satisfaction and logo retention (success plans and account plans).- Created a global community space to synchronize and standardize CS operations for NORAM, EMEA, LATAM, and APAC CSMs.- Led quarterly webinars to expand training and networking opportunities for Canvas administrators.- Developed a comprehensive internal training program for new team members.- Utilizing tableau and other internal tools, developed and presented executive business review presentations for senior leadership and Canvas administrators to increase adoption, identify potential areas of improvement, and increase retention/expansion rates.

Program Management- Managed all recruiting, admissions, student services, and alumni relations operations for the PMBA and MBAO programs.- Hired, trained, and managed a staff of 15 employees, including both leaders and individual contributors- Increased the rankings for the Professional MBA and MBA Online programs every year for 9 years; achieved a top 10 ranking for the MBA Online program.Admissions and Recruiting- Managed approximately $20 million in annual tuition revenue- Created and implemented strategic plans to grow the MBAO and PMBA programs; annually increased or maintained the size of the programs despite industry-wide declines in enrollment.- Developed a recruiting strategy that centered around exceptional service and provided a high-touch experience for prospective students throughout the admissions process.- Developed strong Salesforce processes for pipeline management, relationship tracking, and identifying areas of opportunity.Student and Customer Experience- Ensured student satisfaction and high NPS scores utilizing continuous improvement methods- Created a culture that focused on the enhancement of the student experience; staff are trained to always be on the lookout for opportunities to provide exceptional customer service- Created, implemented, and managed the Women’s MBA Association to increase enrollment of women in MBA programs.- Developed multiple student touchpoints that include social media, newsletters, marketing materials, phone calls, E-mails, and personal one-on-one meetings with staff to enhance the admissions, student, and alumni experiences.- Created and managed the Career Advancement Center, including a team of career coaches, and developed metrics for tracking performance and procedures for outreach.- Designed and ran 8 international study trips by developing relationships with overseas executives; taught the Applied International Management course associated with the study trip.

- Promoted from admissions manager where I managed a team of 15 admissions personnel and was responsible for admissions and recruiting goals and regularly surpassed quarterly targets.- Managed a team of 30 adjunct/full-time faculty members, 3 program chairs, 1 librarian, and 2 assistants to manage student retention, student outcome, and employee satisfaction goals.- Created ongoing performance measurement systems for staff members to create positive synergy and improved metrics for retention and educational outcomes; developed a new-hire on-boarding process to adequately train and orient newly hired employees.- Organized student events to recognize students for academic achievement and create a positive student culture.

- Developed curriculum for a business course for international students.- Achieved high satisfaction rates and low drop rates on student/classroom surveys conducted at the end of every course taught.- Increased enrollment in the college using a consultative selling approach and assisted in the training of new employees.- Contributed new ideas regularly for streamlining processes and infusing creative productivity into the department.

- Managed a sales team and coached to consultative sales approaches to achieve annual team revenue goals.- Built strong and lasting relationships with customers including mayors, city administrators, city council members, department directors, and purchasing agents in the government sector and CEOs, business owners, and superintendents in the private sector.- Used a value-based, relationship-focused selling approach to sell government entities and contractors the Asphalt Zipper machine, and exceeded sales goals in 2004, 2005, and 2006, with progressively increasing and difficult sales targets.- Earned the “Top Gun” Award for 2005 for achieving the highest sales of the year, as well as monthly awards for consistently performing at a higher level than those in similar positions.- Moved to a non-producing territory in 2008 to assist with growth and increased annual revenue within the territory by over 700%.

- Managed a team responsible for working with government entities throughout the bid process (i.e., read and understood bid terms and needs, assist with posting the bid online, and found industry providers who would then submit proposals to the online bid).- Managed a team responsible for achieving challenging goals (minimum of three proposals per bid) by coordinating research efforts, maintaining relationships with current customers, as well as establishing relationships with new and potential customers.- Trained new and existing customers on the government bidding process and trained customers on how to submit and research bids using our company’s website and technology.

- Managed inbound customer service concerns and sold upgrades to customers based on their specific needs using consultative selling techniques.- Received extensive training on Microsoft products and services as well as customer service techniques and best-practices.- Assisted in the training of new Customer Service Representatives and served as a mentor for new team members