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Customer Success and Experience executive, leads global customer-facing teams (Customer Success, Scientific Onboarding/Training, Scientific Customer Support and Services, Customer Strategy and Operations) for a hyper-growth technology provider the pre-clinical R&D healthcare. Backed by F-Prime and Google’s AI fund, Gradient Ventures, BenchSci uses machine learning to diagnose and improve pharmaceutical R&D health. A turnkey application of AI, BenchSci optimizes reagent procurement and experimental success in 16 of the top 20 pharmaceutical companies and over 3,600 leading academic centers. We serve the largest pharmaceutical companies in the world and empower scientists with the most advanced biomedical AI technology to accelerate successful experiments. - Build and lead a world-class enterprise Customer Success and Service organization - Designed an organizational agility model for a hyper-growth environment- Cross-functional leadership and process ownership across GTM teams for large-scale growth

Lead global Customer Success, Client Account Management, On-boarding, Professional/Managed Services, Customer Training, Onshore/Offshore Web Design, and Strategic Accounts teams in an extremely dynamic and fast-paced SaaS based agile development environment. - Re-built underutilized Customer Success and Professional Services organization from the ground up- Created automated Flight Risk framework through identifying 9 measurable leading churn indicators- Established Flight Risk attack plan to address churn rates averaging over 15% - Implemented a new Managed Services framework creating a revenue stream without adding additional resources- Brought cross-functional department heads together to focus on company-wide double digit churn and services problem and KPIs in customer satisfaction- Defined and exceeded 2019 stretch bookings targets for existing customer renewal, cross-sell and upsell opportunities by the end of July- Worked directly with executive leadership to build metric tracking to elevate corporate churn visibility- Business/Financial acumen and full department budgetary ownership to meet company EBITDA targetsContinued to personally own the relationships with our largest sports National Governing Body accounts

Owned our largest sports National Governing Body Accounts.

Responsible for growing, managing and growing Corepoint’s installed base of over 500+ healthcare provider customers in the US, Canada and the UK. Consistently exceeded 100% of sales quota attainment for existing accounts to $3M+. Focused on maximizing and growing existing business through continued adoption and account penetration. Personally responsible for driving new sales of strategic accounts through long-standing relationships – example; one of largest pediatric healthcare systems in Dallas.- Account Ownership of largest and most strategic healthcare provider accounts including: Very large multi-hospital IDNs, Large single hospital providers, and multi-specialty practices- Establish and expand professional relationships with key account contacts and C-level executives- Work closely with executive management, new sales, sales engineers, professional services and customer support teams to provide excellent customer experience and satisfaction

IT infrastructure including all network, hardware, software and security architecture for a growing healthcare IT company

Built and managed software quality assurance team from the ground up and revamped software development processes; Directed the activities of a geographically dispersed team of QA and Automation Engineers assessing management potential of key team contributors and coaching to excel in leadership roles; Extensive large-scale Project Management including schedule management, project planning, resource management, and budget; Cultivated customer and partner relationships leading to continued business and long-term customer satisfaction • Increased test coverage by 40% across software releases from 2007 through 2008• Created frameworks for Localization and Test automation to address key business needs and decrease time to market (Reduced regression time by 40%)• Developed metrics to gauge team and process improvement effectiveness across 4 Major and 6 minor development cycles• Drove the re-work of a cross-departmental change management process streamlining issue processing time

Implemented new structure for the customer service operations team; improved hospital deployment and implementation process workflow and defined new standards in customer support and service; Directed onsite implementation project teams and 24/7 support organization. Cultivated customer and partner relationships leading to continued business and long-term customer satisfaction; Technical pre-sales activities including infrastructure design, project planning and hardware selection for new customer engagements• Implemented project management structure for customer operations leading to new project deployment procedures and decreasing overall implementation time by over 20%• Directed the activities of 7 geographically dispersed Implementation teams managing 5-10 concurrent engagements at any given time• Implemented enterprise change management process along with new organization-wide issue tracking system to address issue turnaround time and quality at customer sites

Rebuilt the software quality assurance team as Hands-on technical manager from the ground up; Implemented test automation and new SQA process to decrease time to market for critical product releases; Created and managed all 3rd party vendor relationships for business; Provided technical pre-sales support and business direction for sales opportunities in the Americas. • Added test automation framework decreasing regression timeframe by 50% without adding additional staff • Managed internal corporate IT group including infrastructure personnel for internal network, hardware and software management• Delivered 3-4 major version releases annually in a hybrid development environment (.Net, SQL, C++, C# environment)• Primary decision maker for test automation, test management, and defect tracking tool selection and implementation (Compuware QA Center Enterprise Edition, Serena Team Track, ApTest Manager)

Worked with tightly integrated software development team to deliver financial and tax software product line.• Tested releases of 15 software programs annually and worked closely with development to improve overall product quality and reduce unplanned issues.• Focused testing efforts in user interface, connectivity and overall functionality of critical projects • Created test automation scripts using Rational Robot and internally developed tools• Responsible for maintaining standards for software performance • Supported a customer base of over 30,000 production users • Managed escalations of unresolved issues and root cause analysis