● Managed senior Executive-level relationships on projects representing $6M ARR from 3K+ B2B Enterprise accounts, overseeing both internal and external Education Services projects to meet deadlines for customer onboarding, adoption, time to value, renewal, and expansion. ● Increased process adoption 60% by enabling a team of 600+ users across Analyst and CSM teams, creating user guides and demos onto an internal learning platform. ● Raised adoption up 30% for an online enablement portal by gathering and analyzing weekly customer usage data.● Leveraged data from Saba and Salesforce to create data stories in Domo and Power BI for Customer Success, Sales, Finance, Learning Content, and Technology; providing valuable insights to support senior leadership decision-making. ● Created Business Management Systems that streamlined operations for senior leadership across 10+ teams, enabling process automation, resource planning, KPI tracking, and compliance, with data reviewed bi-weekly.

● Oversaw over 100 SMB accounts across North America representing $3.6M ARR, guiding customers post-sales from training to success planning and retention, kick-off calls, monthly check-ins, quarterly business reviews, and group training sessions.● Exceeded NRR goal to hit 135% attainment in 2019 (vs. a 60% team average). ● Increased end user adoption for 10 key accounts by 91% YoY by leading holistic reviews with account stakeholders in Sales, Technology, and Training to meet their enablement needs.● Developed customer training to drive a 50% YoY increase in user adoption of a new Learning Management System.● Led monthly meetings with the global CS team to improve LMS processes, generating leveraging technology and data analysis to design and implement customer-focused strategies, manage complex projects, a 40% YoY increase in SMB enrollments.● Protected 20% of revenue across portfolio by leveraging data from Saba to get deep insights into customer health, analyzing performance data using Excel and Tableau. ● Partnered with Sales, Product Solutions, and Technology on complex projects including the implementation of 2 new Learning Management Systems.

● Designed and delivered in-person and virtual training programs for over 200 new hires and existing employees, achieving an average satisfaction rating of 4.8/5 and 95% satisfaction rate. ● Led deep discovery to identify learning objectives, developing content to address specific performance gaps, reducing the knowledge gap by 57% through pre and post training assessments.● Drove an 85% increase in customer Net Promoter Scores by leading customer feedback sessions, strengthening relationships and driving business improvements.

• Serve as main point of contact between sales process leads and third-party auditors to ensure business requirements are met throughout the Quality Audit process• Manage on-boarding of new queues to the US Quality program by assessing audit needs, implementing processes to set up audit, train agents, calibrate auditors, and design reporting to communicate results to the business• Design and implement audit changes and training for sales reps as business needs evolve• Serve as team lead for global support staff by conducting team and individual meetings to ensure business objectives are met as well as mitigate any risks that could compromise those objectives• Design and maintain Access databases for progressive discipline reporting as well as house historical Quality scores used for compensation reports and reward programs• Assist with re-design and launch of the Canada Consumer Quality program and progressive discipline launch• Develop the Quality Audit and Policy scripting for sales reps across multiple queues to reduce Customer Dissatisfaction by increasing compliance to the Quality requirements