We are on a mission to defragment the healthcare ecosystem with a seamless digital platform that transforms healthcare for good and improves outcomes for all.

I collaborate with executives and founders across diverse industries, transforming customer functions into business intelligence machines, turning customers into advocates, and elevating teams into innovation centers that accelerate PMF.

Consulted with Aspire on their GTM and served as an advisor, consultant, and coach in their customer success and customer experience function,

Recruited, hired, and lead the customer experience and veterinary teams, delivering thousands of weekly medical consults and supporting delivery of pet health products and medications, in a 24/7 service model, through the Fuzzy app. Scaled service delivery and product market fit analytics as Fuzzy grew its digital telehealth product by 10x, raising Series B and C funding rounds in excess of $50 Million. • Built CRM infrastructure & operations from scratch, delivering 95% CSAT and 70+ NPS.• Developed AI, LLM, ML, & NLP framework to achieve predictive diagnostics with >90% accuracy.• Created VOC program that aligned expectations to journeys, increasing LTV by 20%.

Worked with founders and executive leadership on scoping the customer lifecycle and orienting customer success motion at scale

Promoted to VP of all customer-facing teams, exceeding $5 million in budget, and including Sales, Implementation, Customer Support, Rx Credentialing, Account Management, and Business Operations. Responsible for $40 million in subscription ARR, and an additional $40 million of ancillary revenue in the SMB segment of the Practice Fusion EMR business.• Achieved 125% of sales target, totaling $4.2 million in new subscription sales in 2019.• Scaled implementation, sales, and customer success management to address record growth.• Developed remote support team and leadership to integrate Practice Fusion after Allscripts acquisition.

Led the Customer Support (on-site and outsourced) & Technical Support teams for the leading cloud-based EHR. In the first six months led the conversion of 30K providers from free, ad-based software, to an annual subscription model, achieving 130% of target. Maintained high level HIPAA compliance through provider and patient interactions, medical license validation, and prescription approval proces within the EHR.• Achieved 130% to subscription conversions target % reduced operating costs by 20% in first year.• Restructured Customer Support and Technical Support teams to scale at pace during record growth.

Led the Student & Library Support Teams, as well as Desktop Support for all of ITHAKA's brands (JSTOR, Portico, Artstor, Aluka, ITHAKA S+R) and the Mellon Foundation. Managing to a $5 million budget in support of more than 300 employees, 15,000 institutions globally, and 7 million individual account holders.• Implemented and expanded SAML and OAuth, including country-wide access methodologies for Higher-Education systems in the European Union and tiered access solutions for domestic university systems including SUNY, CUNY, UC, and CSU.• Reduced operating cost of Desktop Support by more than 15%, scaling service to support the Andrew W. Mellon Foundation, and improve efficiency by implementing streamlined MDM, software imaging, and hardware inventory systems. • Transitioned CRM and knowledge base to Zendesk, reducing support inbounds by 20%, and creating a collaborative customer experience approach across Marketing, Sales, and Support departments.

Leader of End User, Librarian, and Administrative Support functions for ITHAKA and affiliated products and services. Responsible for delivering best-in-class support and continuous improvement ethos.• Launched chat support, taking on 20% of all support traffic and ranking top 10 of 30,000 companies for Customer Satisfaction.• Contributed as a subject matter expert, panelist, and advisor for NISO RP-11-2001; ESPReSSO: Establishing Suggested Practices Regarding Single Sign-On.• Successfully integrated support teams and processes across five SaaS platforms and products in the ITHAKA Suite, including JSTOR, Portico, Artstor, Ithaka S+R, Aluka, and JSTOR Global Plants.

Supported the transition of the procurement system for the University of Michigan, across multiple campuses, helping 50K+ employees submit for approval, order, track, and receive everything necessary to run a major research institution from fleet vehicles and furniture to radioactive material and biological supplies to assist in research.

Among the first 25 hires for Weight Watchers digital offering. Built cancellation and refund mechanism, helped launch the UK offering, and liaised with the Weight Watchers International call center in Kansas City. Created customer feedback pipeline to refine the member and non-member pricing and feature PMF and GTM.

Provided general resource information, helped students identify sources for academic research and navigated online databases, facilitated deaccession and cataloging of library materials.