- Maintain a portfolio of accounts with low churn, high adoption, and high health scores- Collaborate cross-functionally to shepherd customers through an optimal customer journey that engenders strong satisfaction, supports high-levels of product utilization, and enables true business value attainment- Maintain an effective account governance process in collaboration with customers key stakeholders as well as the internal account team- Manage customer interactions in a manner that establishes credibility and trust as a business advisor to a specified portfolio of accounts- Support the marketing programs that develop customer specific case studies and references- Collaborate cross-functionally to extend the reach and capability of the Customer Success team- Cross Sell/Upsell other Vonage products and services- Execute on growth strategies and drive demand for incremental solutions

- Led healthcare and SaaS retention strategy and renewals for 900 SMBs ($3 million ARR).- Calibrated with Sales, Finance, Marketing, and Devs to optimize CS experience for 18,000 users.- Developed post-sale playbook that grew company to 100+ FTEs and $60 million in Series B funding.

- Drove CS strategy for enterprise partners, including Amazon, Chick-fil-A, and NAPA Auto Parts.- Maintained 97% retention rate across small business client base through annual renewals.- Helped grow annual recurring revenue from $1 million in 2016 to $12 million in 2021.- Exceeded KPIs, like increasing NPS year-to-year, culminating in a score of 40 in 2021.

- Designed, launched, and managed the company’s contact center to service 1,500+ clients.- Optimized post-sale onboarding process for 200+ newly-sold health benefits and SaaS clients.- Refined business intelligence reporting for CS activities, improving KPI visibility for COO.

- Managed two direct reports + more than $1 million in ARR in the small business health benefits and HR admin space. - Led client presentations for C-Suite and other key decision makers at renewal.- Delivered a 97% renewal rate while effectively cross-selling and up-selling insurance products and platform features.

- Empower non-profits and other SMBs across the US to make critical insurance decisions.- Maintain relationships with founders, executives, HR teams, and hundreds of SMB professionals.- Compile and analyze market research and other data crucial our clients' continued success.- Ensure a competitive benefits portfolio every year as to attract the top talent.- Promote employee health and wellness.- Help enterprise clients hit their budgetary goals in the HR/benefits space.- Licensed to operate as a Life-Only, Accident and Health Insurance Agent in the state of California.

Create content for a music discovery site with more than 100k Facebook fans. Premiere new and exciting music to a loyal web and mobile-based audience. Network with artists, writers, publicists, managers, and other tastemakers across the world.Current number of plays on my reviews: 7,141,960 (and counting)

- Helped open the company’s first call center in Austin, TX, to support Google Glass.- Scaled service operations from from one to three service teams across two time zones.- Obtained the highest CSAT scores in Google’s history as of 2015.

Provided white glove technical support via phone and email for Google customers. Coordinated with teleNetwork and Google managers to continually improve product and support offerings. Managed time and resources effectively in order to build rapport, ensure customer satisfaction, and resolve inquiries quickly. Reviewed Tier 1 Specialists’ open cases, offering guidance to assure fluid customer interactions and timely solutions. Encouraged open communication and camaraderie among team members. Promoted from trainee to Tier 1 to Tier 2 to management in less than five months.

Researched, wrote, and edited forward-thinking content, including employment news and career advice, for the company's official blog. Managed the company's social media campaigns, engaging users and potential users on Facebook, Twitter, Google+, and more. Improved the company's standing in Google's search rankings for various targeted keywords. Helped customers via email and telephone to better understand the company's products and services.

Researched, wrote, and edited over 600 pieces of original content (revenue reports, criminal cases, mergers and acquisitions, etc.) for the firm’s widely read Daily News blog/newsletter; wrote an op-ed for the company’s monthly publication, SI Review.