I am a customer service professional with a passion for people, process, and technology. My next employer will be a company with a goal of providing world-class customer support.I will bring a proven history of Customer Success Management defining the customer journey and driving customer retention, continuous improvement, and cost management using Key Performance Indicators. I will create dashboards to provide visibility of the KPI’s to drive individual, team, and process improvement.Roles I have performed: Director of Client Success Product ManagerPlant Director Sales Controller Customer Service Manager Manager of Implementation, Training and Support Business Verticals I have worked in: SaaS Manufacturing Advertising and Marketing Healthcare Senior Services Non-profit education and fundraising

Providing business consulting services to Small to Midsize businesses (SMB's) so that they can create value, and improve quality and service while driving down costs and maximizing profits. • Business Process Improvement• Best practices implementation• Lean Enterprise techniques

Managed the portfolio of existing client-facing SaaS products and services while evaluating the efficacy of bringing new products to adjacent markets. Led LPi’s Engagement team in the onboarding, support, training and growth of new and existing accounts using various marketing campaigns to promote online giving.● Managed the implementation, training, and support of more than 4,500 clients using one or more of ourSaaS-based systems.● Implemented Salesforce CRM and call center monitoring programs leveraging data into business intelligence for improvements.● Created and implemented a customer success roadmap and strategy for improving the overall customer journey.● Created metrics, KPI’s, and performance dashboards providing improved visibility into individual, team, and product success.● Managed remote employees in all U.S. domestic time zones.● Implemented a new organizational structure that allowed for career growth and succession planning.● Improved Online Donation Growth YOY from 9.8% to 12.9% on $252,000,000 transaction volume.● Product Manager for a new Senior Member Management System.● Released the Ver. 1 product and formed a team to implement and support 75+ new customers in year one.● Created and implemented printed and online marketing materials to support sales efforts.● Performed weekly and monthly project management functions and reporting as needed to ensure that deliverables were on time and under budget.

The Mission Hope Ministry of Oakwood Church seeks to engage the community to be obedient to God’s Word by offering hope and compassionate care for vulnerable children and families, domestically and around the world. (James 1:27; Isaiah 1:17; Psalm 82:3)In my role as Director I have facilitated:• Partnerships with local, national and international organizations with similar goals.• Annual and monthly fundraising efforts.• The formation of a weekly support group for fostering and adoptive parents.• Education webinars and seminars for Trust-Based Relational Intervention. TBRI

Led Quad/Graphics client solutions software division providing publishers, catalogers, advertising agencies, retailers and direct mailers with marketing automation and office efficiency software. Held full financial responsibility for client-facing software division. Directed 40 employees, including product managers, business analysts, sales, implementation service staff, support staff, and client service representatives. Managed the roadmap for product development; field implementations; office support of estimating, proposals, contracts and invoicing; internal/external sales processes; marketing; strategic planning; client support and satisfaction; and P&L controls. Collaborated with sales team to develop strategies to sell. Guided five product managers in product management to advance functionality and effectiveness of products through analysis of competitive landscape to prioritize new product features. Created entire order to cash process for start-up business unit. • Led Quad/Graphics client solutions software division providing publishers, catalogers, advertising agencies, retailers and direct mailers with marketing automation and office efficiency software. Held full financial responsibility for client- software division.• Accumulated all software assets offered throughout the company into one business unit to provide a cohesive client offering and portfolio of products.• Managed five unique product teams and the roadmap for each product line. Directed the internal/external sales processes; proposals, contracts; field implementations and invoicing; marketing; strategic planning; estimating; client support and satisfaction.• Increased sales revenues from $1,200,000 in 2005 to $12,000,000 in 2014, tripling customer base to 400.• Performed weekly and monthly project management functions and reporting as needed to ensure that deliverables were on time and under budget.

Collaborated with sales leadership to develop strategic KPI’s to better manage our portfolio of accounts and sales employees. Measured account profitability and identified trends to contribute to sales strategies. Discovered areas for potential performance improvement. Implemented visible measurements for sales teams to encourage internal competition. Oversaw entire billing process and all billing employees in company. Managed costing, profitability reporting and process improvement across organization.• Created metrics, KPIs and performance dashboards, providing improved visibility into individual, team, product and channel success. Provided greater objectivity in reviews/rewards to boost team engagement.• Generated top-/bottom-line gains by individual customer analyses revealing accurate margin measurements, resulting in action plans prioritizing customers, channel targeting and correcting pricing inconsistencies.

General Manager for web offset publication and catalog plant. Profit and loss responsibilities for a 16-press, 1,300 employee operation with annual revenues of $120 million. Responsible for compliance with all OSHA, State and local regulations. Liaison to local municipalities and chamber of commerce. Worked closely with major clients such as American Express, National Geographic Society, The Lego Group and Time Inc.