Senior Customer Success Manager
- At Motorola Solutions, I managed more than 150 key client accounts generating $10M in revenue, with operations including customer adoption of currently owned products, proactive and prescriptive customer engagement.
- Achieved customer retention rate of 96% and maintenance renewal rate of over 95%, through customer relationship development and encouragement of the company's largest and most influential partners.
- Headed a senior management team that created customer segmentation criteria, to be used in determining the level of services to be delivered to a specific client, allowing for the focus of resources on the.
- Implemented the Customer Success model (Land, Adopt, Expand, Renew) at Motorola, as part of a transition away from a traditional reactive client services approach.
- Part of the team that evaluated, acquired, and implemented, the Gainsight Customer Success Software platform.
- Served every year on the planning committee and acted as one of the main hosts for the annual Summit national user conference (roughly 2000 attendees), held in rotating cities across the country.
Sep 1997 - Jul 2020
