• Launched first ever Customer Experience team• Direct cross-functional global team, including expertise from Customer Success, Managed Services, Onboarding, and Support• Lead executive escalation program, mapping customer journey and identifying opportunities to enhance the customer experience• Identify and codify learnings, executing process change across global teams• Enable global teams on learnings via trainings, process documentation, and enhanced KPI monitoring

• Led successful transformation from an Account Management organization to Customer Success.• Developed and implemented team goals oriented around Customer Outcomes.• Implemented Gainsight, and incorporated data driven health score to identify early signs of risk and opportunity.

• Launched and led strategic arm of company, focused on key accounts. • Built globally aligned team of Strategic Account Managers, responsible for retention, upsells and cross-sells.• Hired and trained 8 new team members in first year.• Increased retention 54%.• Earned President's Club 2022 for exceeding expansion targets.• Led and coached team through weekly forecasting to business.• Engaged Product, Support, and Business Development on cross-team initiatives.•… Show more • Launched and led strategic arm of company, focused on key accounts. • Built globally aligned team of Strategic Account Managers, responsible for retention, upsells and cross-sells.• Hired and trained 8 new team members in first year.• Increased retention 54%.• Earned President's Club 2022 for exceeding expansion targets.• Led and coached team through weekly forecasting to business.• Engaged Product, Support, and Business Development on cross-team initiatives.• Evaluated team members performance for quarterly bonus plan and annual reviews, as well ongoing coaching and professional development. Show less

• Responsible for revenue retention, upsells and cross sells on top strategic accounts.• Organized strategic business reviews and executive outreach to ensure strong ongoing engagement from stakeholders.• Led negotiations at renewal and forecasted quarterly revenue across book of business.

• Led multi-functional client facing team, responsible for persuasion advertising, email, text and social media marketing campaigns, fundraising, and website design.• Responsible for client retention and end-to-end client deliverables.• Engaged stakeholders and host onsite presentations, to deepen engagement at executive level.• Developed and implemented resource models across book of business.