Lead a remote, Global Customer Success organization supporting a SaaS platform comprised of 7+ homegrown and acquired solutions. Developed and implemented a vision and strategy for global Customer Success at Bigtincan. Active steward for an incredible team-based culture.Scaled the Global Customer Success organization from 7 to 60+ in 3 years across NA, EMEA, and APAC.Transformed the organization from a Tribal to an Institutional Knowledge focus by implementing tools and processes across Salesforce, Gainsight, SmartSheet, and Jira. Implemented data and analytics to the Customer Success function to drive improved 1:1’s for CSMs, resulting in customer satisfaction and stickiness.Introduce Force Management, Use Case development, and Ever-boarding programs to support our learning culture. Be the Voice of the Customer Success team across the company through Customer escalations, Executive alignment, Product Management prioritization, and feeding market sensing to Product Management, Engineering, and UX Design.The Executive responsible for Customer facing escalations, Business Reviews, pre-sales discussions, and consultations.

Player-coach for the US, EMEA, and APAC Enterprise Customer Success team responsible for the top 200 accounts and ~80% of the revenue base. Introduced several internal communication rhythms to raise the internal awareness of customer implementations, status, and risk across Engineering and Product management. Deliver improvements in the customer experience across multiple products with different customer touchpoints.

CSM for industry leading SaaS based Sales Enablement platform, responsible for 9 of the top 15 accounts driving customer success, NPS, and revenue growth. Customer list includes: Amazon, AMEX, ANZ, AT&T, Biogen, Brookdale, Cisco, Farmers, Guess, Merck, NBC, Nike, Pacific Life, T-Mobile.- Manage multiple cross client project implementations, acting as the voice of the customer driving delightwithin the customer and results for the business- Culture change and engagement consulting- Build and nurture client advocates- Onboard client admins and end users- Identify user stories to develop strong implementation and training plans- Report consulting and training- Uncover new opportunities to drive stickiness and revenue growth- Customer Success manager for largest Sales Enablement sale in the Industry – 2018

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Coaching others on resume building, searching for that perfect job and to become effective interviewers.

Manage the AT&T Client Executive program designed to align senior AT&T executives with strategic accounts to drive deep relationships and further sales opportunities. Collaboration expert for the Enterprise Marketing organization developing and driving new Sales and Marketing collaboration communities.- Responsible for the strategic direction and growth of AT&T’s Executive Relationship Program supporting 250+ strategic accounts.- Developed Technical Field Evangelists through development of online collaboration and knowledge sharing communities, scaling expertise and driving sales of strategic services.

Organizational Subject Matter Expert (SME) for development and execution of Enterprise Knowledge Management and Field Readiness communities across AT&T. Enterprise Business Marketing SME for current mobile device and application ecosystems. Develop and execute strategic plans and projects from concept to completion combining internal and external stakeholders across various business units.Lead on cross organization Portfolio team tasked with creating cross-organization synergy, process,visibility, subject matter expertise and to become a single voice for the fastest growing organization inAT&T.- Positioned as a go-to resource for multiple cross-functional organizations; Marketing, Device, Legal, Care,Pricing, CTO and Sales.- The Business Marketing application lead on all Product launch v-teams, providing insights and input on how to effectively leverage the Mobility Sales teams and resell Partners in marketing and education.- Application and device SME responsible for bringing together device OEMs, application partners andAT&T for joint marketing, product development, and support resolution.

Rugged devices, Tablets, Chief of Staff and Sales Enablement for the Mobility Industry Marketing team.

Deliver social based tools to the AT&T Mobility Application Consultants enabling the organization to rapidly scale, become more effective, and improve the flow of knowledge.- Led strategy, development and execution for the creation of a web2.0 enterprise collaboration andknowledge management solution that leverages various social media aspects that has become afundamental part of the AT&T Business Services Sales team’s toolkit.- Define and execute new mobility tools roadmap in collaboration with feedback from the sales community, Sales Directors and Area Vice Presidents resulting in immediate community buy-in upon delivery of new tools.- Subject Matter Expert for social networking and enterprise collaboration technologies and trends.- Manage external team of developers for web, SharePoint and other projects.- Lead project management activities for pilot projects from requirements gathering thru evaluation androll-out.