Working with companies to operationalize and scale customer success processes that promote high retention rates, NPS, and upsell potential.

Customer Success Leader for B2B SaaS platform built atop blockchain to showcase sustainable supply chain journeys and increase brand value for customers.- Revamped onboarding process for new software platform resulting in 40% activation of dormant customers- Collaborated with Product Marketing Manager to establish 4 target personas and direct marketing campaigns for higher-quality leads, resulting in 25% conversion rate increase.- Implemented executive-level customer success strategy, improving customer retention and revenue growth.

50% Customer Success and Project Management, 50% Operations and Analysis. I helped enterprises eliminate passwords and navigate complex implementations, while running point on managing pipeline processes and health reporting.- Leveraged customer relationships to gather and normalize product feedback, prioritized 65 feature requests per week with direct influence on long-term roadmap.- Built onboarding pipeline process to increase visibility and delineate deployment tasks.- Facilitated implementation of Objectives and Key Results tracking and developed customer health score.

Hybrid management consultant and account manager, I lead all software implementation, onboarding, and training efforts for the US market. Managed to gain a wide angle view of the supply chain industry and advise customers on improvement opportunities.- Lead US market analysis and development across all 4flow software products.- Built user stories for new supply chain modeling application and secured $0.5MM ARR within 1st year.- Managed launch of new customers and software implementations and prioritized feature requests.

I scaled product and customer success operations post-series B funding round, all while spearheading implementation of AI chatbots for SMBs and enterprises.- Designed and implemented AI chatbots with 95% containment rate for Barclays and Ford, utilizing agile methods to deliver natural language models adapted to specific user stories.- Executed GTM strategy for virtual assistant product within fintech space, developing sales enablement materials and communicating MVP requirements to product manager.

• Developed robust forecasting model of raw material usage, aiding in safety stock maintenance and increase of inventory turns• Orchestrated an average of 5 programs at a time with focus on on-time and on-budget delivery ranging from technical IT implementations to cross-functional strategic plans• Lead end-to-end business process overhaul across all facets of value chain using cross-functional collaboration and data-driven analysis

• Recommended process improvements that reduced time to engineer generic products to meet customer requirements by 20%; achieved estimated time savings of 34% resulting in potential savings of $1.75M per year• Implemented streamlined global future state for standardized engineering development process; leveraged worldwide footprint to eliminate waste and empower future transparency in resource demands• Led 3 Kaizen events at company's North American, German, and Indian facilities; facilitated cross-functional groups of up to 30 employees in each location

• Developed a financial forecast of collection revenues for the remainder of 2014, which assisted in effectively scheduling a monthly budget• Performed market research used to effectively execute global expansion strategy

• Created metrics tool to perform root cause analysis of aging product holds; exceeded goal of keeping aging holds under 10 days• Oversaw prototyping and production of 2 test boards with team of 10, including contract manufacturer representatives and Cisco engineers• Presented opportunity to increase price visibility across verticals and leverage volume discounts on non-commodity test equipment