As the Head of Strategic Customer Programs, I ensure Databricks strategic customers maximize return on their investment by:1) Partnering with key GTM functions to deliver unique benefits and targeted GTM campaigns to our strategic account segment, and2) Ensuring our strategic sellers have the tools, best practices and training they need to be successfulCurrent Highlights:- Helped grow our strategic segment XXX% in 3 yrs by delivering elevated benefits and targeted campaigns to our strategic customers- Partnered w/ GTM leaders to develop a suite of benefits & unified GTM messaging that XX% of our strategic sellers believe have enhanced their selling efforts- Launched an executive sponsorship program that has contributed to XX% increase in C-level engagement per strategic account- Generated record levels of C-level Advocacy from our strategic accounts by partnering with Customer Advocacy Team to deliver hyper-targeted recruitment strategies for our mktg and PR campaigns- Accelerated time for overlay support by deploying an analytical "readiness framework" to proactively surface key account gaps to overlay functions- Created & managed a highly engaged community of strategic sellers to exchange best practices, provide peer-to-peer troubleshooting, and accelerate support for critical escalations- Worked closely w/ Mktg Events to drive XXX% increase in strategic account attendance to 1st and 3rd party events

Working with growth companies to sharpen & scale their GTM strategies and operational efforts.

Member of the MomentFeed executive team, reporting to the CEO, a leading SaaS provider for online listings management, enabling large, multi-location brands like Starbucks, John Deere and Cricket Wireless to optimize their discoverability on mobile search. Managed x-functional team of 80+ across all customer-facing functions, and tasked with arresting historic churn and customer sat issues while navigating the impact of Covid on its brick-and-mortar customer base.Originally recruited to lead Customer Success, Professional Services, and Education groups. Within 6 months, my accountability expanded to include all post-sale revenue and oversight for Account Management, Customer Support and Offshore Operations, and I was placed on the Executive Team.Led the company's Covid response and ushered all customer teams through wholesale rebuilds, including implementing updated performance mgmt measures; MEDDPICC, sales mgmt and Force selling methodologies; outcome-based, business-value driven success mgmt; conversational customer support; and time-to-value, agile implementation methodology.These efforts resulted in transformative improvements in customer satisfaction and the highest revenue expansion and net dollar retention results in the company's 10-year history, supporting the company's successful acquisition to Uberall in Spring 2021 despite unprecedented, sub-optimal market dynamics.Highlights:- Improved customer NPS +50 points in 18 months- Highest annual revenue expansion in 2019, highest quarterly expansion result in Q2 2021, and highest ever net dollar retention in Q4 2020- Increased time to first-value by 70%- Halved time to resolution and improved support NPS +3%

Reporting directly to the CEO, oversaw sales, business development, client services and marketing efforts for seed stage conversational AI start-up focused on improving CSat, increasing agent productivity, and reducing costs for enterprise live chat operations. Partnered with engineering and senior client stakeholders on early-stage product development and roadmap definition, converting 100% of initial pilot customers to annual contracts. In my tenure we increased both product adoption and annual revenue 100%+, including securing the companies first-ever ARR contract and a 6-figure opportunity with one of the world's leading consumer technology companies.

Member of the senior leadership team for one of the fastest growing SaaS providers of the past decade, reporting to the CEO, CRO, COO and CCO. Helped the the company grow from a single digit run-rate to $200m+ run-rate and $1b+ valuation in 6 years while defining the category of enterprise social media management. Responsible for instrumenting Sprinklr's customer success group & methodology, building the company's category-leading worldwide professional services group, and architecting its global Center of Excellence for Customer Experience responsible for creating a unified approach to value acceleration and achievement across customer-facing groups.Promoted to leadership roles of increasing responsibility during my tenure, culminating in P&L ownership for $40m, 200-team member WW Professional Services group and designing a global Cx CoE.Highlights:- Drove consistently high services profitability (30%+ GPM) and customer satisfaction (40+ NPS) while growing the professional services team from 0 to 200 international team members- Implemented a Pro Services Sales team and motion that helped increase deal size 1.5x through effective deployment staging and incremental discovery efforts- Designed a Managed Services offering that resulted in $20m+ recurring revenue and 5% increase in retention when attached- Oversaw successful expansion into EMEA, APAC and LatAm Regions- Launched Sprinklr University, Master's Series, and Certification Directory; resulting in thousands of certified Sprinklr professionals & category champions across the globe- Worked with all pre- and post-sales leaders to rearchitect Sprinklr's customer journey and customer engagement model- Developed the Sprinklr Partner Services Ecosystem, including Partner Certification and GTM- Created the Professional Services Qualified Program, resulting in $10m+ annual ARR upsell during often neglected opportunities in the customer lifecycle

Managed a team of digital strategists and data analysts responsible for creating, executing and measuring digital shopper marketing campaigns for national CPG customers affiliated with Walmart.com. Also served as senior digital strategist for multinational beverage alcohol brand.Key initiatives included the development of "social shopper personas" to optimize campaign outreach and performance, implementation of social listening technology to reduce operational costs, and creation of standardized executive-level dashboard reporting.

Served in account management, public relations and digital strategy functions for clients in the life sciences, healthcare and CPG verticals. Highlights included: strategy and research leadership for an online communications audit and predictive online message modeling for federal government agency; project management for the development of a dynamic web platform for North America's largest supplier of dry pasta; and social strategy creation and execution to support the landmark re-branding of a national CPG client.

Wrote weekly hip-hop column and semi-regular music features for Kansas City's alternative weekly newspaper