Leads a high performing Strategic Customer Success team and portfolio focused on the Consumer Vertical consisting of Travel, Retail, Tech, Telco. Responsible for Coaching, Mentoring, and Developing top talent who manage our most Strategic Enterprise Brands across the globe. Team includes: CS Directors, Principal CSMs, Sr. CSMs, CSMs, and Ops Ex Managers.

End to End ownership the most Strategic Accounts for the following: - Onboarding & Delivery- Performance Management- Program Management- Relationship Management & CSAT- Supporting Retention & RenewalsCoaching, Mentoring, & Onboarding new CSMs

End to End ownership of the following for a portfolio of Enterprise Customers:- Onboarding & Delivery- Performance Management- Program Management- Relationship Management & CSAT- Supporting Retention & Renewals

Provide exemplary leadership and direction for Deployment Engineers and Solution Architects; develop and implement strategies for multiple functional areas in an effort to improve customer service and deployment activities. Supply strategic direction and day-to-day management of operations, including all technical aspects of programs of the NA East Region; collaborate cross-functionally with senior leaders to ensure achievement of targeted objectives. - Provide % utilization and billable team time.- Consistently achieve and surpass clearly defined department goals and objectives. - Developed and implement initiatives that increase customer usage of the platform.- Perform Resource Forecasting; increase customer satisfaction as measured by NPS (Net Promoter Score).- Encourage, recognize and reward ongoing associate development and provide guidance, coaching and assistance as needed to ensure their development and professional growth. - Coordinate with cross functional teams to maximize customer satisfaction, technician or engineer productivity, and efficiency initiatives.- Responsible for interfacing with the entire Customer Success organization, as well as the Technical Support organization.- Assist transition Technical Solutions team to conduct a more consultative role, to include interfacing with the Sales team, and providing feedback to Product.

Real Estate & Syndication Investing. Long-term rentals.

Directed and oversaw Technical Project Management department, including, Technical Project Managers, & FA Support Analysts, by providing leadership and technical guidance for the team. Set up project schedules and ensured all priority activities were resolved. Developed and conducted training and team enablement.- Led specialized team of Technical Project Managers & Analysts responsible for managing, delivering, and supporting technical integrations.- Owned team utilization and staff forecasting.- Built a solid working relationship with both Sales and Customer Success departments.- Oversaw and Lead all team processes & procedures to maximize efficiency and profitability.- Received and gathered product feedback and articulated these comments to Product Manager.

Aided and Assisted with the Onboarding technical implementations of e-commerce solutions, primarily to e-retailers in regards to SAAS, Shopping Cart Abandonment Campaigns, Welcome Series, Post Purchase, Purchase Cadence Optimization, Web Signup Forms, best practices, etc. - Led non-standard solutions projects transforming them into a standard product. - Coordinated and collaborated with development team, account management team, support team, and design team to deliver e-commerce solution sold, and exceed customer expectation.

Serve as the primary escalation partner for all support incidents that exceed the knowledge and/or resources available to Level 1 Support Engineers. Serve as the primary technical support channel for Gold and Silver accounts and all Internal Account Managers. Document all activities related to support incidents and account retention efforts within Sales Force. Oversee all new white/private labeled accounts to ensure correct implementation. Manage reachouts to all new clients to eliminate frustration during initial learning curve and technical setup.

Network Technician for Landis Computer. Some responsiblities include, install, maintain and support Microsoft Server 2003, Microsoft Windows XP, Small Business Server 2003, Microsoft Exchange, etc.

Was a consultant for a Real Estate and Auction Company called Shaub Enterprises. I performed basic computer up keep and maintaince on computers and worked with Microsoft Server 2003.

Worked at the Marine Depot Staging/Programming computers for the Army & Marines.Obtained a Government Security Clearance.