Responsible for driving a remarkable business to business (B2B) customer experience across the BuildingLink business units that support multi-family and condo/co-op customers around the globe. BuildingLink simplifies and elevates modern working and living in residential communities with inspired solutions, pioneering technology, and dedicated service. We are a rapidly growing SaaS company, providing an incredibly robust, cross-platform suite of products, serving 5,000+ properties and a growing customer base of nearly two million residents across the globe.

Working with an international team to create and provide the world’s first customer experience coaching platform that fits in your pocket. I build and optimize the system and data capability across all teams to drive scalable and repeatable revenue growth and support a play to win culture. I leverage key business metrics to drive insights and influence business decisions.

Welcome to the Experience Economy. Our mission is to help businesses drive customer happiness by collecting feedback directly after an experience (based on the NPS framework) and enabling your people to take action immediately.

Founded in 1999, Routeware's single-minded vision is to be the #1 technology provider for fleet management. Our sole mission is to fully automate the entire workflow, replacing paper-based scheduling, dispatching, and traditional methods with easy-to-use electronic tools in the office and in the truck. The products and services that we sell are a direct result of the input we have received from our 18-plus years of experience modeling the fleet management industry.

Responsible for all aspects of client implementation, satisfaction, support, and retention of 2,000 trucking companies nationwide representing nearly 1 million truck drivers. Managed customer growth from initial start-up with zero customers. • Evolved implementation processes to allow streamlined jump-start for customers, with options from on-site rollout to private webinars to as-you-need-it remote training tools…all with a personal touch.• Tens of thousands of support cases resolved across portfolio of products. Deeply customized CRM (Salesforce) to allow efficient resolution and appropriate escalation within tiered queue system. Provided dashboarding, analytics, and key metrics to executive team. • Customer satisfaction extremely high. Achieved high retention rates in SaaS subscription model. Created many channels for customers to let their voice be heard – conferences, emails, newsletters, videos, on-site visits, phone calls, regulatory change briefings, blog posts.

Responsible for all aspects of delivered content for web-based compliance platform, including researching best-of-breed content providers, such as law firms, professional organizations, and industry trade groups. Negotiate agreements with content providers, guide implementation, and maintain relationships.

Responsible for ongoing client satisfaction clients (representing 40,000 + users) who have implemented Compli Compliance Management System. In addition, responsible for upsell, lead, and referral opportunities from this client base. Recommends effective client communication and retention strategies, along with participating in product development process.

Head of Professional Services Department for web-based risk management company. Responsible for designing and systematizing all aspects of client experience, including system rollout, training, documentation, tech support, contract renewals, consulting, and account management. Worked closely and built relationships with CFOs, General Counsels, HR Directors, and technology managers of client companies to mitigate identified risk priorities, coordinate system rollout, and address ongoing compliance and workflow requirements.

Managed the overall administration of large national class actions (up to nine simultaneously), including designing specifications for custom proprietary databases, direct mailing to millions of class members, national advertising, call center and voice response units, websites, and disbursements of proceeds, totaling over $1,000,000. Responsible for managing client relationships with attorneys, consulting, recommending solutions, project management, and budgeting. Responsible for hiring and training team of case managers and claims processors.

Managed client relationships and implementations and training for internet-based enterprise collaborative software for company’s legal clients, including premier law firms in the U.S. Acted as liaison between partner attorney sponsor, law firm technology staff, and development team. Developed internal networked relational database through Access as CRM system.

As Training Manager: Hired, trained, and supervised staff of nine full-time instructors. Designed promotion/salary structure for instructors. Created customized on-site classes, including syllabus, objectives, and exercise files. As Instructor: Specialized in the advanced level courses, especially spreadsheets and databases. Taught groups of up to 25 people on over 60 different courseware titles.