Recruited into this Player/Coach role to lead the CS North America team for this global technology company providing a conversational AI SaaS product launched in 2022 to B2B sales teams across industries. Responsible for all post-sales customer engagement strategy to achieve key revenue targets for Uniphore’s Q for Sales product, including retention and upsell quotas. Key Achievements:• Achieved 100% attainment of renewal ARR targets in FY2023 and FY2024 by implementing new operational processes, tools and personalized engagement strategies, leading to stronger client relationships, higher satisfaction rates and increased ROI realization. • Secured contract upgrades in 20% of customer base in the first year of eligibility by developing and implementing revenue expansion playbooks based on customer profile.• Achieved a 100% pilot-to-customer conversion rate for Fortune 500 enterprise accounts by working cross-functionally to ideate a new onboarding flow using automation and optimized operational processes.

Promoted to Senior Director of Customer Success & Revenue Operations after one year, leading a team of 15 members across both functions to drive customer success and revenue growth. Key Achievements:• Built and scaled the Customer Success and Revenue Operations functions, leading a 15-person team and developing a Customer Success structure that supported Resilia’s Enterprise, Mid-Market and B2C product lines. • Helped secure $35 million in Series B funding by developing all go-to-market (GTM) metrics across Marketing, Sales and Customer Success while introducing innovative and customized customer support models.• Increased efficiency of Customer Success resources by implementing tailored support structures, including 1:1 high-touch and pooled resources, to cater to diverse customer types and product lines.

Hired to build the first Enterprise Customer Success team for Resilia, an early-stage SaaS-company specializing in capacity building and goal-tracking solutions for the nonprofit industry nationwide. Key Achievements: • Enabled a 3X revenue increase in 2021 and drove a 250% YoY customer growth, achieving a high NPS score of 78 by leading the development of Customer Success and Revenue Operations functions from the ground up.• Optimized digital tech touch support for B2C product line by a/b testing automated email campaigns, resulting in improved click-through rates in Hubspot and a 4.7/5 score on Trustpilot. • Scaled Customer Success Operations to successfully support and retain thousands of nonprofit customers nationwide while building a collaborative, supportive and productive team culture in a remote-first environment.

Leader of the Global Key Accounts operations team, responsible for all North American revenue for this customer segment at Lucid. Promoted for demonstrating exceptional leadership and driving significant growth of this global SaaS marketplace company. Led a team of nine Operations professionals, including three Customer Success Managers and six Project Managers.Key Achievements:• Achieved 40% YoY revenue growth as part of Operational leadership team that scaled the organization from 45 employees and $14M to 500+ employees and $100M in revenue by providing leadership and executing growth strategies for Lucid’s largest global customers. • Increased net user expansion by 126% and secured a 96% renewal rate by spearheading the development of a new customer engagement and project delivery strategy.• Surpassed 2018 sales goals by $500K (111%) through initiatives that transformed customer business capabilities, delivering significant cost savings, operational efficiencies, and goal progress.• Elevated NPS scores by 20% YoY by leading the development and execution of GKA customer success plans focused on operational excellence and superior customer experience.

Assembled and developed a top-performing Customer Success team while collaborating with executive leaders to design Lucid’s process framework and growth strategy.Key Achievements:• Built dedicated team of Customer Success Managers providing frontline relationship development and support to 50+ SaaS customers.• Oversaw post-sales SaaS lifecycle, including customer onboarding, training, account management, and integration support. Served as escalation point for client issues while driving support to GKAs.• Established metric-driven performance measurement including forecasting and revenue process monitoring progress toward sales goals, as well as customer satisfaction process measuring quality of CSM team support.

Served as a trusted solutions partner developing transformational support for complex business requirements, needs, and challenges. Rapidly promoted from initial role as Project Manager. • Delivered comprehensive strategic account management focused on aligning customer results with internal business outcomes in account revenue, user engagement, technical product support, and retention.• Engaged in account management activities, including user engagement, metrics tracking, training, product support and retention while providing technical support using ZenDesk and Salesforce.• Created new hire training program in conjunction with team members across organization, improving internal onboarding, job knowledge, and performance.

Managed the life cycle of professional services projects, from kick off to project close and invoicing. I also developed relationships with client stakeholders to ensure alignment with project KPI’s.

Spearheaded the vision and strategic direction for the software implementation at Aptify (now part of Community Brands). Collaborated closely with clients from proposal development through business process analysis to ensure seamless software integration tailored to their unique needs. • Prepared business proposals, met with clients and analyzed processes to understand business needs.• Created technical documentation and led requirements review sessions with customer stakeholders to ensure successful software implementations. • Recruited and trained other Business Analysts.

Conducted in-depth research and performed strategic analysis to support the diverse client base of management consulting firm EMH Strategy. Collaborated closely with consultants on a variety of projects, including developing comprehensive marketing plans, analyzing competitive landscapes, and identifying growth opportunities for clients across industries. Gained expertise in management consulting by providing valuable insights and strategic recommendations that informed critical business decisions.

Developed and optimized content for an e-commerce consulting firm specializing in comprehensive online marketing strategies. This role sharpened my expertise in digital marketing, content strategy, and search engine optimization.

Managed and edited all site content for online social marketpace stat-up ekoVenture. This role marked the beginning of my journey into the SaaS industry, where I honed my skills in content management, client support and digital strategy, laying the foundation for my future career in technology and operations. Wrote original, optimized travel articles using Search Engine Optimization (SEO) methods on a variety of topics, from destination spotlights to emerging online travel trends.

Coordinated the schedules and oversaw the festival duties of the 500-plus volunteers who participated in the 2008 New Orleans Jazz & Heritage Festival, a world-renowned yearly event celebrating the music, food and culture of New Orleans.

Managed the day-to-day operations of the Owner and Executive Vice President of the New Orleans Saints. Coordinated a wide range of activities, including game-day activities, special events, travel and media requests. Ensured seamless operations and top-tier support for one of the NFL's leading executives.

Joined the LPO's Marketing team to contribute to the city's post-Katrina recovery efforts. Planned and executed marketing and promotional strategies, including special event planning, promotional e-blasts, and publications. Implemented ticket sales strategies and managed the logistics for concerts, playing a key part in revitalizing the local community through impactful events and promotions.

Acted as a liaison between students and professors for Art History survey course. Prepared and led weekly group review sessions; worked one-on-one with students.