Lead CareerArc’s sales and post-sales functions, including an exceptional team of client-centric sales professionals, onboarding specialists, support gurus, and client success fanatics for our rich community of Social Recruiting and Employer Branding customers.

Dynamic customer success executive who brings 15+ years of experience in building, scaling and leading teams of passionate Customer Success professionals, with a keen focus on helping venture and private equity-backed SaaS companies achieve their customer retention, adoption and growth goals. Built teams across several technology sectors, including both private and public companies. Core belief is simple - when you put the customer at the center, companies, employees and customers always win. Current and recent executive positions include SVP Customer Success at Totango, the leading CS Platform for the enterprise and SVP Customer Success, Sales and Account Management at ReadyTalk, Inc. and iMeet Central (both acquired by PGi). Before joining iMeet Central, served in key leadership roles in software implementation and leading large-scale, nationwide customer marketing programs. When not thinking and dreaming about Customer Success, you can find me playing a variety of musical instruments, swimming in whatever body of water is nearby, or trying fancy new recipes at home.

Accelerate the Impact of Your Customer Success Team. Move Fast. Drive Impact. Get Results. #TotangoSpark

Vice President, Customer Success, Sales and Account Management at iMeet Central and ReadyTalk (PGi companies). Oversee entire customer lifecycle from acquisition through renewal including sales, onboarding, customer success/account management and customer support. Lead a team of passionate product enthusiasts and customer advocates, responsible for 100% of revenue and all account renewals and strategic account expansions. iMeet Central (formerly Central Desktop) - Acquired by PGi in 2014, a pure cloud-based project management platform.-Key member of executive leadership team during key growth years, through acquisition and integration.-Increased customer retention to 95% (up from 82%) by developing customer implementation methodologies including team and customer vertical specialization and multi-modal training programs.-Designed and deployed a fee-based implementation framework that now accounts for 20% of first year license revenue while delivering more than 75% user adoption within customer’s first year (up from 50%), and increased client participation in implementation to 100%.-Architected entire Customer Experience team from ground up, including Product Support, Customer Success, Account Management and Implementation/Professional Services.-Built and introduced premium support offering for top accounts now covering 11 of 20 top customers and contributing incremental revenue with 90% margins and 100% renewal rates.-Installed world-class platforms including Totango, ZenDesk and Salesforce.com.ReadyTalk - Acquired by PGi in 2017, a full stack cloud based communications and collaboration software company. -Reversed customer $ churn by 9%, stabilizing monthly revenue in first four months.-Achieved four concurrent months of highest new customer acquisition bookings.-Implemented company-wide customer cancelation/win-back program.-Completed Phase 1 of team re-training around Customer Success and Account Management best practices.

NEOGOV is a privately held pure SaaS Human Capital Management software platform.Key Responsibilities:Executed and managed full cycle software implementation of leading HR software from fit/gap to post go-live follow up. Generated revenue through upsell initiatives for entire NEOGOV suite with focus on major metropolitan, county and state agencies. Directed operational efforts to ensure attainment of organizational goals and objectives resulting in improved service delivery and client satisfaction. Accomplishments:-Streamlined HR and recruitment processes for leading organizations by overseeing software deployment of NEOGOV’s HR software to large organizations including the States of New York, Colorado, Oregon and Pennsylvania. -Redesigned implementation programs and enhanced customer service by reengineering processes for small to medium size clientele, introducing self-guided onboarding resources; resulting in a 20% reduction in time from sale to go-live.-Served as member of Senior RFP Response Team.

Advantage Sales and Marketing is a multi-billion-dollar Directed marketing and advertising firm specializing in field marketing and in-store product demonstrations. Key Responsibilities:Managed a portfolio of multi-million-dollar Consumer Electronics customers, responsible for managing the internal client teams along with several hundred field associates.Accomplishments:-Closed $20 million national contract with Epson (company’s largest client).-Increased revenue by directing successful recruiting, field execution and merchandizing efforts; thereby increasing billable hours on average by 8% ($1.2M improved annual revenue).-Maximized growth and improved client retention through superior operational execution by effectively managing all strategic partners and affiliates, including all third-party fulfillment and staffing vendors.Led division through unprecedented growth by designing and implementing

Managed key B2C client accounts, developing marketing strategies and merchandising programs to drive their retail efforts.-Recruited to manage and revive $750K account; implemented strategies to reverse declining revenue and improve customer’s brand awareness, growing account by 700% to a $6 million account and resulting in prompt promotion to senior position. -Built and managed team of 15 direct reports charged with executing on customer’s key retail strategies and initiatives. -Major clients included AT&T, Verizon, Iomega and Activision who saw double digit sales lift as a direct result of programs executed.

Managed Fortune 100 national retail marketing programs for field marketing agency servicing the consumer electronics market. -Developed and executed retail assisted sales and merchandising programs for leading companies including Xerox and Philips Electronics; driving measurable brand awareness for new product launches from 0% to 22% in first year.-Recruited, developed and managed 800-member field marketing team in six months.

Transformed fledgling 10-member data entry team into a fully operational 40-employee data organization with standard processes and procedures; combined three distinct offices into a single workforce.Promoted from Project Manager to Director after one year.