Empowering the team that launches all of Aurora’s customers on the path to success. • Grew team 4X while managing implementation of eight figures' recurring revenue • Built and scaled implementation motion to drive delivery of requirements and milestones for Strategic, Enterprise and Corporate customers• Led transformation to Professional Services motion, developing and selling service offerings• Built process and collateral for successful migration to updated platform and adoption of new products• Automated new SMB customer activation at scale with email sequences and in-product guides

Heap gathers a complete product usage dataset so you can shine a light on the "unknown unknowns", get insights faster, and make decisions with confidence. Built process and systems so our Customer Success team can focus on helping Heap customers win with their data. Responsibilities included:• Voice of the Customer/NPS Program• Customer Health and Adoption Scoring• CS Workflows and Tooling

Operations Management • Drove adoption of internal tools and process by performing use case discovery and finding opportunities to improve user experience and business outcomes.• Owned business relationships with technology vendors, including RFP, contract negotiations, custom configuration requirements and security reviews. • Built and managed Platform Reporting and Analytics using custom API queries and Python scripts to extract, transform and load (ETL) usage data into dashboards that measure adoption, inform stakeholders and track impact of investment.People and Project Leadership• Managed junior team managers both formally and informally, including new hire onboarding, day-to-day deliverables, coaching, skills development and mentoring.• Managed cross-functional initiatives focused on Account Health, Channel Partner Auto-renewal, Professional Services Delivery, Knowledge Management and Customer Escalations.

Joined the hospitality industry with the intention of opening my own business. I started as a Bar Back and progressed to Bartender, Bar Manager and eventually owner of Diamond Dogs, a Bar & Grill in Oakland, CA.

• Post-Sales: Supported customers of GoodGuide’s sustainability solutions for enterprise to ensure they achieved desired outcomes from the relationship.• Pre-Sales: Initiated and assisted with sales efforts targeting leading manufacturers, retailers and institutional purchasers.

Corporate Budgeting• Built budgets for operations in Emeryville, Brazil and Chicago, encompassing over 25 departments and 230 employees.• Introduced standardized and user-friendly Microsoft Excel budget template to collect and consolidate input from dozens of Budget Managers.• Prepared Budget Summary Package for Executive committee and assisted in discussions prior to presentation of budget at Board of Directors meeting.Forecasting and Investor Communication• Assisted in preparation of financial reporting metrics, including projected cash flow and scenario-based valuations.

• Consulted with Fortune 500 Pharmaceutical companies to create a series of cost/benefit scenario models for early stage drug development and positioning strategy. • Worked with clients to define requirements, managed build and testing of models and presented results.• Developed and delivered proposals to win new business.