• Managed $25.4 million across 5 accounts and 31 products within the Adobe Digital Experience Platform.• Focused on risk mitigation and value documentation to ensure client satisfaction and retention.• Collaborated with cross-functional teams to drive strategic customer success initiatives.• Implemented data-driven strategies to optimize customer experience and drive revenue growth.

• Collaborated with internal and external partners for successful Marketo implementations. with focus on being a value advisor. • Created product documentation for peer knowledge base and managed proactive engagements from product marketing webinars.• Mentor for Associate CSM program, Co-Lead for Action Circles for peer community with DEI focus , leader of CSM Community Pods, Women's Executive Shadowing Program and completed Adobe Career Management Program

• Managed a $9.4M book of business with 31 clients, focusing on Customer Journey Management / Marketo.• Identified risks early, enabled growth opportunities, and closed business quickly through strategic alignment with sales team.• Developed relationships with power users and executives to drive sales, adoption, and value realization.

• Project managed accounts to stabilization after identifying challenges and standard plays not working.• De-escalated 35 accounts worth $3.4 million in 2017 with an average resolution time of 28 days.• Created onboarding documentation for Critical Accounts department and managed an executive stakeholder presentation.

Responsible for recruiting, coaching, and developing a team of 7-14 Program Managers and Specialists who supported operational requirements for a portfolio of clients valued at $200M Accountable for the overall health, retention, and margin growth within client base via collaboration with Sales and successfully addressing sensitive collections, billing, contract management and services SLA’s with corporate restructuring. Led the work with internal partners to define roles, responsibilities and metrics for performance toward focusing on superior client experience. Advised on internal processes and the implication for the client in a post-merger environment. Often acknowledged for working cross-functionally. Successfully addressed threatened departure of a major national grocery account. Having just been given this account, played key role in high profile presentation with senior executive team at WM to major stakeholders at client. Restructured Program Management team for client support. Client was retained. Built cross functional relationships with internal partners to support the successful execution of waste management and recycling programs and client deliverables.Restructured Program Management Account Management organization, balanced book of businesses, and trained new employees to replace 10% involuntary staff reduction in the latter half of 2014Participated in end-to-end process redesign for launching a new client and equipment repairs; Included week long workshop and comprehensive employee training and adoption

Responsible for superior client satisfaction for major retail clients Increased assigned number of clients and revenue managed through increased client satisfaction and implementing process efficiencies Increased profitability of the client by managing to the contract and cost avoidance measuresHandle escalated customer service issues promptly in ensure continued serviceAudit and resolve client billing and aging issuesParticipated and contributed to client QBRs, RFI’s and RFP’sCreated and maintained customized reporting.

• Managed customer billing issues to ensure satisfaction and resolve financial data discrepancies.• Trained and coordinated staff to streamline credit application processes.• Facilitated communication between departments to efficiently handle credit issuance and vendor relations.