Lead the Mortgage CSM team

Argyle allows consumers to instantly verify income and employment in real time via secure, direct payroll connections for over 210 million US consumers. As a Customer Success Manager, my job is to ensure smooth transitions into our product offerings though implementation and integration processes, change management, and oversight of the customer journey.

As the primary point of contact for our most strategic customers, owned customer adoption and experience management through all process stages, including integration, scaling, product expansion, and account management. Influenced product and platform roadmap development as voice of the customer, sharing insights to internal stakeholders including UX, Engineering, and Product teams driving customer ROI and delivery efficiencies. Cultivated upsell opportunities through discovering customer needs and providing value-add solutions through cross-selling. Monitored KPIs and customer health to reduce churn risk, promote retention, and improve the overall customer experience.- Created and implemented a new growth project plan reducing those implementations from 6 months to 60 days enhancing the client experience post go-live, owning all aspects of budget development, project management, product training, and as-needed implementation across multiple work streams. - Established and upheld consistent performance expectations for the customer relationship management team, creating a service roadmap leading directly to the team’s capability to increase client bandwidth by 250%. - Increased NPS score by 62 points in 2022 by prioritizing the client experience throughout the first 90 days of post go-live – maintained communication through weekly health checks, and Quarterly Business Reviews to uphold service-level agreements.- Secured a portfolio retention/renewal rate of 100% by developing tailored action plans to address performance gaps.

Oversaw a team of engagement managers tasked with optimizing service delivery to large national accounts with responsibility for meeting budget and growth goals. Partnered with customers to uncover strategic initiatives and developed action plans to ensure delivery on set KPI’s and contracted SLA's.Directed sales and recruiting efforts, oversaw RPO & BPO projects, and udpated internal and external CRM’s & VMS tools to ensure consistent communication across business lines.Lead weekly production/forecasting meetings, monthly scorecard/dashboard meetings, and quarterly & annual business reviews by mining, analyzing, and presenting data trends and competitive market analysisNoted Achievements: - Increased revenue by 20% across existing portfolio by spearheading a standardized pricing model across locations, streamlining the renewal process and securing national contracts.- Created a 7% increase in Gross Profit margins across accounts by cross selling into technical departments, creating return-to-work programs, workplace safety campaigns, and focusing on redeployment campaigns.

Guided a team of service advisors deployed across regional markets to manage internal talent, drive efforts to achieve sales growth across new verticals, ensure client retention, and meet NPS standards, KPI's, and SLA's across a $30M book of business. Noted Achievements:- Increased billables 62% throughout region - Signed two National Contracts- 96 % Client Retention Rates

Established business and financial strategies across the state of Kansas, overseeing seven profit & loss statements while directing long-term planning regarding business development, account retention, and recruiting. Fostered relationships with key account partners, community leaders, and corporate stakeholders, developing and implementing corporate initiatives to drive continuous improvement.Noted Achievements:- Developed a sales staff, recruiters, and account managers to ensure the acquisition, retention, and satisfaction of local accounts – exceeded financial budget 13 of 16 quarters and achieved more than 110% of district budgeted gross profit 4 of 5 years.- Oversaw campaign development, training, and talent deployment across five states as Regional Fee Champion, aligning a team of nine district managers on service delivery strategy and sales positioning to exceed regional fee budget by 120% in 2016.- Voted “Best of Topeka and Northeast Kansas” in employment agency category

Built and strengthened relationships with accounts representing a $7M annual book of business. Drove consistent growth as the top individual sales leader for five consecutive years, assessing and responding to market conditions to maximize profitability. Earned recognition as of People’s Choice Award by ACT’s Top Vendor Partners in Topeka.

Launched a SaaS based Financial Technology start up offering Financial and Real Estate Investment opportunities and coaching. Developed sales strategies, service modeling, and marketing campaigns to attract and retain new business. Built and led client facing team to drive ROI for customers and produce client growth. Hosted bi-weekly webinars to market product to potential new users as well as provided weekly coaching sessions with tier 1 investor clients. Collaborated with Product and DevOps team serving as voice of the customer to customize product roadmaps

Directed marketing strategies, business development plans, initiated strategic alliances and joint venture programsOversaw the management of the company’s regional sales team, driving sales to $40M in 2006