Directed the overall success department and strategy and assisted in building the Professional Services functionAccomplishments-Defined roles and responsibilities and streamlined processes and support procedures reducing duplication of effort across the support and success teams-Segmented customers into tiers based on spend and support effort and created playbooks based on these segmentations increasing the team's bandwidth for higher value support tasks-Upsold and project managed Professional Services to increase TCV by 60%-Created the sales handoff process reducing friction and improving customer satisfaction post sale

Directed the complete post sales customer journey and managed the implementation, onboarding, support, and success teamsAccomplishments-Built a proactive outreach plan, utilized data to define success metrics and monitor usage, and drove playbooks on my teams which secured a 93% retention rate-Directed and improved the implementation and onboarding process which grew the number of customers onboarded in a month by 275% and shortened the onboarding process time by 53%-Optimized the productivity and efficiency of customer support by configuring and implementing the Freshdesk ticketing system, establishing SLA’s, and enforcing processes which led to a 98% satisfaction rating in customer support-Created the employee training program that cut training time down by 25%-Hired and trained two new teams of implementation specialists and product trainers, increasing the bandwidth on the support team to reach SLA's