ProcessMaker is a popular Enterprise Digital Process Automation Platform. I focus on maturing the CS team and working with customers to get the most value from our terrific product.

Helped start and grow excelerate®, McClatchy's digital agency that specializes in enterprise digital marketing campaigns and SaaS software. Built and led national Client Success team of 40 CSMs from scratch, including all processes, playbooks and training. High-performing CS team used data and the customer journey to ensure seamless onboarding and renewals. Delivered continuous learning, career pathing, and incentive programs.

Built and led a 90-person Client Success team using extensive research and study of SaaS subscription model. Products included subscriptions to reporting dashboards and reputation management as well as digital marketing services such as search, programmatic, social and email. Developed laser focus on the customer to guide us through onboarding, renewals and revenue growth. Team supported both digital marketing campaigns and software adoption/engagement.

Led enterprise cross-functional team to address changing core revenue models and reinvent the digital customer experience across 30 markets nationwide. This includes reshaping internal teams and installing concepts and training across customer success teams nationwide.

Led account manager and content design teams at seven east coast newspapers and internal ad agencies, enhancing their skills and productivity. Served as liaison to IT teams to successfully install multiple company-wide software programs. Utilized emerging technology and created SOPs across all markets to maintain process efficiencies.

Supervised team of account managers and creative designers while serving as member of executive team. Sales Manager for various classified, obituary, and legal advertising teams. Continually exceeded sales goals and renewal metrics. Managed teams responsible for all sales support and ad production functions.