On Ice Official for NCAA Men's Division 2 and Division 3 Ice Hockey throughout New England.

Impacted by October 2020 Salesforce reduction in force due to Covid-19 and ahead of the Salesforce acquisition of Slack in January 2021. Privileged to use this opportunity to stay at home with children for remote school work and bonding time.

• President’s Club recipient for all eligible years in 2015 (122%), 2016 (125%) and 2017 (127%), exceeded 100% of renewal rate and retention targets in all other years including record low revenue attrition rates in the low single digits.• Directed a lean and efficient team of eight (8) accountable for >$100M annual global renewals and commercial negotiations (including renewals, contract restructures, bankruptcy matters, Sales add-on's) for existing customers• Principal point of contact for M&A integration (DWRE > CRM) activity for Commerce Cloud Renewals globally, advising on all facets including contract structures, pricing strategy, billing requirements, data analysis, revenue recognition, systems integration and more• Accountable for business process and operations for the Commerce Cloud Global Renewals function, including contract data integrity, negotiation, offer strategy, pipeline management and forecasting of renewal business• Recognized as internal expert on existing customer contracts, systems requirements, pricing and negotiation strategies, renewals Salesforce Administration activity (data import/export, administration of fields, page layouts, new functionality, etc)• Partnered with customer success, sales, legal, finance, revenue recognition teams to ensure commercial compliance and successful renewal of deals

• Owned and exceeded growth, satisfaction and renewal metrics for North American business• Led distributed team of 20+ managers and individual contributors through organizational transition from legacy account management model to customer success, including customer segmentation, ‘right-staffing’ the team, portfolio & territory assignments and more• Effectively ramped team from zero to full ‘opportunity & pipeline management’ across strategic product, feature adoption and new business opportunities, leveraging deep background in the customer success operations, CRM and business operations• Regularly interface with C-level customer executives across business, IT and legal functions

• Built global renewal engine and operational processes from the ground up, including Salesforce.com administration & processes• Responsible for global commercial negotiations and deal closure on renewal contracts resulting in 162% achievement of renewal number• Built and launched global voice of customer survey process (NPS) with full Salesforce.com integration and company-wde feedback processes• Overhauled customer success operational processes for scaling business

On Ice Official for NCAA Men's Division 2 and Division 3 Ice Hockey throughout New England.

• Owned growth, retention and servicing strategy of $32M revenue portfolio consisting of ~3,000 merchants operating ~5,000 websites ($2.9B in annual GMV) as well as developer and API partner networks• Managed staff of ~18 Account Managers and Technical Support Engineers across two (2) team models and three (3) geographic locations in MA, CA and OR• Respected manager of high performing and most tenured team at Yahoo (avg tenure of directs >10 years upon departure in March 2013)• Developed and maintained performance metrics/standards including compensation plan for the entire Yahoo Small Business support organization (200+ people)• Developed strategic plans and consultative strategy as executed by teams in order to grow transaction revenues by influencing merchants to adopt best practices in ecommerce• Significantly grew customer satisfaction amongst portfolio merchants in the categories of “Overall Satisfaction” (36 to 78) and “Trusted Advisor” (36 to 69)• Created and operationalized Netsuite CRM system to track and monitor platform-wide feature adoption across ~45,000 unique accounts• Developed strategies to deepen product feature and key partner engagement across customers• Developed and maintained cross-functional relationships with Legal, Product Management, Marketing, Engineering, Operations, Support and Product Marketing on service, product strategy and feature prioritization based on customer feedback• Frequent speaker at industry events including Internet Retailer Conference and Exhibition, Yahoo Merchant Summits, Inc. 500, PeSA, eBay, etc.

• Launched Merchant Development Account Specialist team of ten (10) in March 2010 responsible for scalable and efficient delivery of best practices to mid-tier merchants as well as priority technical support for top-tier merchants• Designed and launched operational processes to provide expedited technical support to top-tier merchants, decreasing average case handling time from 2-3 business days to ~24 hours• Managed all major customer escalations across technical and business disciplines• Built feedback and tracking system to manage customer inputs around product roadmap and innovation strategies• Conceived, launched and hosted customer roadshows to foster community and create direct customer interactions• Implemented processes to ensure best-in-class service from cross-functional Yahoo properties such as Customer Care, Yahoo Shopping, Abuse, Security, Legal, Network Ops

• Built and established Customer Success team of seven (7) focused on growing, managing and retaining customer relationships to maximize and optimize use of the E-commerce platform• Built and established a new customer on-boarding program at scale with a team of five (5) outsourced consultants.• Designed and launched CRM system, business processes, goals and metrics for teams• Created Yahoo Small Business Partner Program including partnership agreements, participation requirements, relationship management processes and technical support processes for developers and complementary solution providers

• Managed team of 3 reps selling Yahoo Web Hosting and E-Commerce services• Designed and implemented sales processes, goals, CRM and reporting systems• By exceeding assigned goals and ROI objectives, proved model for new telesales program, resulting in launch of ~50 rep organization in Hillsboro, OR

Flash Group Concerts was a boutique entertainment firm specializing in concert production and the booking and management of national talent, in association with major talent agencies such as the William Morris Agency. Launched first-ever concert agency website for artist availability, negotiated contracts for international artists, and managed artist relations, production operations and staff for concerts with the likes of Collective Soul, The Goo Goo Dolls, Jeff Foxworthy, Sammy Kershaw, Indigo Girls, Dave Matthews and more.