As the CEO of Finch, an e-commerce marketing company, I lead a dynamic and innovative e-commerce services and technology team focused on the success of our valued customers. Our global team is passionate about revolutionizing the way we work to ensure our partners connect their brands with new and current customers to thrive in the digital age. With offices and teams across North America, Asia-Pacific (APAC), and Europe, Middle East, and Africa (EMEA), we are committed to empowering businesses to harness the full potential of ecommerce, driving growth and profitability.

As the VP of CX at Finch, I have been a major contributor of the company's transition from a performance marketing agency to a SaaS software company. My primary focus was on developing a comprehensive CX plan and establishing key objectives to facilitate this transformation. These objectives encompassed customer retention, product adoption, brand loyalty, overall customer experience improvement, and the utilization of Net Revenue Retention (NRR) as a performance metric.Throughout the past year, I implemented a range of measures to drive progress towards our CX goals. Notable initiatives included conducting system and tool audits, implementing centralized project management, implementing customer segmentation and tiering strategies, providing team training on CSM best practices, and establishing success planning frameworks. Additionally, I led the company's transition from Salesforce to HubSpot, ensuring data quality and improved business reporting as the HubSpot administrator.Our efforts yielded significant improvements in customer retention and renewal rates. We successfully launched our new product, executed a rebranding effort, and fostered a customer-centric approach across all teams. Within the organization, I actively championed a culture of collaboration, progress sharing, and feedback exchange. Our transformative journey towards customer success has resulted in remarkable outcomes, reinforcing our steadfast commitment to delivering exceptional experiences and driving positive results. I take great pride in my substantial contributions to shaping Finch's CX narrative and fostering a profound sense of accomplishment and pride within the organization.

As a CX & XM consultant, I bring my expertise to Red Pepper Software, providing guidance on CX strategies, processes, and initiatives. I work closely with their team, collaborating on exciting projects to enhance their customer experience and drive business growth. Together, we're on a mission to transform the way they engage with customers and deliver exceptional results.

As a key member of the leadership team, I played a crucial role in successfully selling the company in January 2022. I had a dual role as CCO and Business Operations which allowed me to drive significant change to ensure team and customer success. With a strong focus on building a global business offering embedded BI software, our company achieved recognition as a market leader and innovator in Gartner's Magic Quadrant for eight consecutive years. During my tenure, I led the company's remarkable growth from a 30-member team to a 175-member organization spanning four regions, and we successfully supported three million end-user customers. My dedication to business health and operational excellence allowed me to enhance the team, customer experience, product, and brand.My track record showcases my consistent ability to achieve outstanding results by empowering teams to drive success. I have consistently surpassed renewal, royalty, growth, and services revenue goals year after year since 2019. Moreover, I have maintained an impressive 96% renewal rate since 2016. Additionally, I successfully elevated the Net Promoter Score (NPS) from 16 to 35 while maintaining a high Customer Satisfaction (CSAT) score of 4.6 out of 5.In my role, I held overall responsibility for renewal revenue, growth, services, product quality, customer experience, and account retention programs. I provided leadership oversight for global Consulting Teams, Customer Success Teams, Education Teams, QA Teams, CX Operations, and Support Desk Teams worldwide. Furthermore, I served as the Salesforce architect and administrator for eight years and led the business operations for the North America division.Throughout my career, I have consistently demonstrated a steadfast commitment to driving business success through the delivery of exceptional customer experiences.

Hired as employee number 1, I worked closely with the founders to establish standardized business systems and processes, enabling the implementation of an overarching marketing strategy and efficient operations across various areas, including support, partner channel management, human resources, third-party warehouse management, and B2B and D2C sales strategies. My efforts were instrumental in achieving significant milestones and driving success for the company.We won the "Best New Product" award at SIMA 2013, a testament to the quality and innovation of our offerings. Additionally, I played a pivotal role in achieving profitability of $315,000 within the first two quarters of launching our new product, demonstrating our ability to generate substantial revenue and meet financial goals. Moreover, I successfully increased our key social media followers by 6,000 within a span of three months, showcasing our effective social media strategy and growing brand visibility.

At Bitcentral, the leading SaaS video editing provider for the TV and Cable market in North America, I worked closely with the CEO and COO to execute a turnaround strategy. This strategy focused on enhancing the hardware and software consulting team, customer training programs, 24/7 technical support, and internal business operations processes and reporting of customer and team performance.I successfully implemented several initiatives yielding significant results. By launching an online education program, I reduced on-site training time for consulting services by 25 hours. This not only improved efficiency but allowed for greater scalability and accessibility of training resources. Additionally, I achieved an impressive 99% renewal rate in 2012 through the deployment of a customer success program, demonstrating our commitment to ensuring customer satisfaction and retention.To further drive operational effectiveness, I deployed an online learning and remote deployment model, which increased our implementation capacity by 30%. This streamlined approach enabled us to efficiently serve our customers while maintaining a high level of quality. Moreover, I implemented improvements that resulted in a 25% reduction in SLA times and a corresponding 25% increase in customer CSAT scores, further enhancing the overall customer experience.One of my notable contributions was serving as facilitator and project leader for the development of a proprietary proactive on-prem server monitoring tool called EagleEye. By overseeing the monitoring of 850+ servers, I successfully reduced customer escalations by 20% and transformed our support system from reactive to proactive. This achievement not only improved customer satisfaction but also positioned EagleEye as the top new product offering for the company in 2012. Overall, my efforts at Bitcentral were focused on driving operational excellence, enhancing customer experience, and delivering innovative solutions to the market.

Marketron, the leading provider of inventory management solutions for the broadcast industry, revolutionized the industry by being the first software company to offer a fully SaaS product. During my tenure at Marketron, I worked closely with the CEO and COO to drive significant growth and navigate through a merger and acquisition, resulting in a company valuation of $175 million. As the leader of a team consisting of 48 onsite and remote professionals, I oversaw various crucial functions including consulting services, onboarding, account management, and technical support for 12,000 radio and TV stations. Recognizing the importance of employee retention and engagement, I implemented comprehensive strategies such as incentive programs, internal and external knowledge sharing initiatives, and a self-serve, omni-channel support system ahead of industry trends. I also introduced effective customer feedback methodologies, customer advisor boards, and robust KPI reporting mechanisms to ensure continuous improvement and align our services with customer needs.I played a pivotal role in launching several transformative initiatives that greatly impacted the company's success. These initiatives included the implementation of account management practices, the establishment of a GetSatisfaction social community, the launch of a self-help online learning management system (LMS) University, the introduction of live chat support, the development of KPI analytics dashboards, the establishment of Knowledge Centered Services (KCS), and the establishment of programs for capturing the Voice of the Employee and the Voice of the Customer.Through my contributions at Marketron, I have demonstrated my ability to drive customer-centric initiatives, foster growth, and lead teams to achieve exceptional results. My dedication to creating a seamless customer experience and empowering employees has played a vital role in Marketron's position as an industry leader.