- Individual Contributor (IC) solely focused on Tier 1 accounts in the Southeast US Region totaling $15M+ in annual recurring revenue.- Responsible for accurately forecasting retention and expansion within accounts on a weekly basis, flagging potential risks and developing mitigation plans to drive revenue retention and customer satisfaction.- Developed Success Plans based on customer goals and milestones, leveraging consultative solution development and migration strategies to enable seamless technology adoption and deployment to applications and supporting teams.- Spearheaded high-value activities (HVAs) at customers to nurture stakeholder engagement and loyalty, resulting in relationship transparency and predictable net-new revenue streams via CSQLs/CSQOs and additional New Workloads (NWLs).

- Results-first leadership role focused on identifying and understanding the Ideal Customer Profile (ICP), centering around operationalizing programming for greatest scalability, rooting decisions with data-first driven execution- Key contributor to and presenter at quarterly Board and Investor meetings, articulating progress on strategic initiatives as well as opportunities for improvement and needs for additional investment.- Crafted a Salesforce reporting model for clear insight into customer health,opportunity and risk tracking for real-time advocacy.- Ecosystem superstar, working cross-functionally to ensure alignment across teams and establish systematic and playbook workflows for consistent execution.- Partnered with Marketing to develop sales collateral and marketing calendar geared towards educating non-sales and technical individuals on changes to our processes and ensure they are empowered to identify opportunities within the bounds of their role.- Customer Obsessed; dedicated to obtaining knowledge about customers, their goals and priorities and aligning actions, tailored to individual success criteria.- Established standardized pricing, Work Order structure and automation, and standardized contractual and legal language to ensure continuity across the new and existing customers..- Responsible $1.6MM expansion quota achieved through negotiated, value-driven increases, contract right-sizing and identification of new ARR opportunities. Q1 attainment: 134%.

- Customer Success liaison for top-tier accounts in the Central/East Region, managing daily implementation and strategy plans and timing appropriate execution to ensure long-term account success.- Drove value realization and expansion opportunities through cloud consumption, upsell and cross-sell, and relationship building.- Owned “Mutual Success Plan” (MSP) creation and maintenance for individual accounts, centralizing account team and executive leadership insights to facilitate knowledge share of customer adoption status, opportunities, and overall customer health via Gainsight.- Team lead and/or contributor to extra curricular projects, such as Gainsight SteerCo & Execution Committee, Tech Talk Program revamp, and renewal strategy and operations planning and execution for the next five (5) years, aligned with coordinating with the executive growth initiatives.- Facilitator with strong sense and aptitude to improve overall outcomes through efficient workflows and cross-departmental teaming.

- Responsible for the worldwide multi-million dollar book of annual recurring revenue (ARR) business, managing a globally-dispersed team of account managers. - Charged with guiding strategic and tactical opportunities for expansion through development and execution of playbooks delivered by the account managers in partnership with various departments, including marketing and product. - High focus on program efficiency and systems to support scalable practices to alleviate administrative burden on post-COVID, resource-strapped teams. - Facilitated and participated in QBRs, forecasting calls and strategy, ensuring leadership had access to the most relevant deal information in a clear and concise manner. Regularly recommended, advocated for and drove improvements and innovation initiatives, leveraging outcome-based project tracking and metrics to track effective rollouts. - Respected team leader with consistent track record of delivering on role responsibilities and continuing to over-deliver on quota attainment plans. - Continued over-achievement of quarter-over-quarter sales goals, with the first quarter managing a team of individual contributors (ICs) attaining 121% of goal in Q1.

- In 2020, Stepped into Team Lead management role following furlough of Director of Account Management while still owning Top 100 Tier Accounts, maintaining current book of business spanning 75+ partners, totaling $7.8M in Annual Reoccurring Revenue (ARR). - Guided team of Account Managers, who collectively owned an additional $40M+ in ARR, helping strategize, plan and execute against pre-pandemic sales quotas in challenging economic environment. - Reported directly to the Vice President of North America Sales, providing forecasting, deal review presentations, team evaluation feedback and taking strategic organizational projects to aggressively exceed company goals for 2020 in unprecedented times.- As individual contributor, responsible for developing engaging and strong relationships through strategic business discussions encompassing short- and long-term goals for organizational growth and product-rollout. - Responsible for establishing and executing playbooks, marketing content and operational processes to efficiently execute and measure results. - Actively prospected into accounts through business development activities such as cold-calls, emails and referral opportunities where organic growth can occur through our dedicated partnership practice. Quota carrying role based on securing and growing renewal (expansion), standalone (net-new) opportunities, and services targets. Attainment while in role: - 2020 (pre-COVID-19 quota): 97% overall, 99% expansion, 37% services; - 2019: 106% overall, 301% expansion, 111% services; - 2018: 166% overall, 199% expansion, 208% services

- Implemented strategic account plans across multiple customer industries with intent of increasing product mix and dependency with emphasis on establishing “trusted advisor” status with customer base. - Established renewal cadence from previous role, leveraging “compelling events” within the customer journey to effectively communicate and time sales opportunities for successful completion within customer buying cycle. - Leveraged Salesforce for pipeline management and opportunity tracking and assisted team in developing pertinent user views to enhance and streamline information sharing and consistency across verticals and internal processes. - Quota carrying role based on securing renewal, standalone/expansion, and services targets. Attainment while in role: - 2017: 261% overall, 630% expansion, 42% services

- Customer Success manager of the North American Enterprise renewal business totaling over $4.5 million in Annual Reoccurring Revenue (ARR) across 1,000+ clients. - Established a defined process for approaching renewal cycles through Salesforce, ensuring revenue is secured while providing visibility to the CEO through dashboards and accurate forecasting. - Developed Sales and Customer Success program focusing on leveraging existing customer relationships and facilitating knowledge-sharing to produce revenue expansion opportunities. - Worked cross-departmentally with Marketing, Product Management, Professional Services and Customer Success teams to build and program a robust, interactive Community where customers can find information, both general and customer-specific, to increase engagement, encourage “enhancement requests” for product road map, and drive self-paced learning and certifications through an LMS. - Coordinated efforts with the Channel Partner team to define appropriate, strategic relationships to remain valuable at partner level as well as grow the end-user base.

- Trusted advisor and partner to Federal/Civilian Agencies with the pleasure of serving Veterans Affairs, USDA, Department of Energy, Navy, United States Courts, and others. - Ensured continued success and identified opportunities for revenue expansion and increased product mix. Leveraged knowledge in agency goals and mission to cater solution to needs and drive solution dependency. - Pipeline, renewal, reporting and contact maintenance with Salesforce, tracked deals in various stages; discovery, confirmation, procurement, etc., providing clean and clear visibility into region pipeline and potential. - Collaboration across teams both internally and externally with clients. Quota carrying role with significant individual contribution/attainment: - 2015: 104% / 217% projected year- 2014: 143% overall

- Executive Assistant for the GVP of Enterprise East and team consisting of 80 plus Application Sales Representatives over various industry verticals. Sales support through coordination, training, asset development and collaboration. - Heavy graphic design with Adobe Creative Suite; Illustrator, InDesign and Photoshop. Sales methodology execution and glide path management for team throughout entire sales process at multiple levels. - Individual support with travel, expenses, calendar management and presentations with strict attention to detail. Team support through hiring work flow, forecasting, planning and marketing events. - Ability to execute without direction, work independently and effectively. Proactive problem solver, empowering others through professional and personal engagement.

- Worked primarily with government agencies, higher education, non-profit and healthcare institutions. - Developed and assisted with campaigns concentrated around events, online user groups and email blasts. - Created internal and external marketing assets. Worked with Sales Operations to define and clean-up lead and customer databases; built and ran reports, logged customer entries and leads. - Provided public relations support through media channels of Facebook, Twitter, and LinkedIn. - Coordinated sales support staff to achieve focused results and build pipeline through targeted “Blitz” programs. - Managed event logistics and collateral; worked with Account Executives to optimize results.

- Worked on small projects incorporating marketing and advertising skills to both small and large businesses. - Communicated with local media outlets to generate appropriate advertising and marketing for clients. - Assisted internal operations using public relation skills to promote clients' features and benefits through event. - Worked on photography editing, design layouts for promotional advertising and event coordination. - Created and published E-Newsletters for clients; internal and external distribution.- Extensive experience with Constant Contact, e-mail blasts and customer database analyses.