• Oversaw the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction for assigned enterprise customers.• Built strategic customer relationships to develop a loyal client base and turn them into champions and advocates.• Led projects from conception to closure while leveraging and influencing internal resources to get things done.• Ongoing collaboration with sales teams to provide insight to customer health and to effectively align on renewals/expansion.• Successfully met and exceeded monthly and quarterly team KPIs.• Designed and delivered EBRs & QBRs to customer partners and C-level executives.• Continuously promoted and achieved a customer-first culture.

• By promoting a customer-first methodology, I maintained strategic relationships and advised customers on CDP best practices for faster ROI.• Liaise cross-functionally within the organization to promote a seamless experience for customers.• Led projects from conception to closure while leveraging and influencing internal resources.• Created and led customer EBRs & QBRs.• Successfully met and exceeded monthly and quarterly team KPIs.• Identified new processes and ways to effectively promote a customer-first culture and improve client experience.• Participated in the recruitment and interviews of hiring new team members.

• Managed project teams consisting of developers, designers, content creators, and solution architects to deliver excellent solutions to customers.• Successfully managed and led the execution of digital marketing campaigns, including paid search, programmatic display, LinkedIn, Facebook, CRM, marketing automation, account-based marketing, and B2B campaigns• Provided insights and recommendations on tactical improvements across marketing channels to drive efficiency toward meeting client campaign goals.

Successfully leading a team of skilled Business Intelligence Analysts, Program Managers, and Developers to drive the "Rhythm of Business" for our senior leadership team using advanced analytics. Key responsibilities include:• Lead Business Intelligence Analysts that use data and statistical methods to provide insight into business performance to uncover methods for improving sales operations. • Implements and oversees the analytical approaches and methodologies. • Presents actionable insights and recommendations to senior leaders for decision making and strategic planning. • Derive actionable insights using customer analytics to help internal stakeholders understand their customer's behavior and levels of adoption using our SaaS products. • Successfully implemented multiple software and data projects to provide our internal customers the technology and analytics needed to support the company's business objectives.• Sales Process Manager (SPM) for the business unit to advocate change to our reporting systems, improve metrics & processes, test new reports/systems, provide leadership support (escalations), and maintain business operations awareness and alignment.

Successfully leading two global teams of skilled Business Intelligence Analysts and Customer Adoption Analysts to drive overall customer success and satisfaction within Oracle’s Global Marketing Cloud (OMC) business unit. Key responsibilities include: • Provide leadership and strategic direction to both Analyst teams that align with overall organization goals. • Act as Product Release Readiness (PRR) Integration Manager for MOS system migrations. Work with business owners to define migration requirements/needs while setting appropriate expectations - including possible system limitations. • Liaison and owner of Customer Success Systems. Continuously evaluate processes and procedures to align with all customer experience teams and company goals. • Lead efforts to develop the OMCs new data warehouse in OBIEE to centralize data to provide OneView of our customers and their journey using OMC products and services. • Oversee the development and customization of reports/dashboards using OBIEE to analyze customer behavior in order to take a proactive approach and identify CSAT issues early. • Lead Innovative and informative data projects that drive customer adoption and utilization. The value proposition reports tell a story that help the customer understand their behavior and/or adoption efforts using the platform. • My team(s) are the data experts within the Global OMC org and beyond. As trusted resources we continuously look for new or better ways to create new views and/or add new features to database framework or value proposition reports.

I work closely with my clients to have them become modern marketers. By helping align marketing automation strategy and tactics with organizational objectives, I help customers improve their marketing maturity and transform into modern marketing experts themselves.As a Modern Marketer I work with my clients by: • Proactively manage and increase client satisfaction• Align client business pain points to solution options• Proactively develop an actionable ‘success plan’ to guide client through their Eloqua subscription• Drive customer adoption and success by fulfilling a trusted advisor role, education of product capabilities and engaging fee-based resources as necessary• Learn industry best practices and identify how Eloqua solutions can be leveraged to implement these practices for customer success.Eloqua Masters CertifiedEloqua Revenue Lifecycle Certified

Senior Project Manager 2008 – 2010 Project and Client Relationship Management for National Accounts team with two clients whose revenue exceeded $20M annually. • Planned and executed online fundraising initiatives improving gift generation by 30%. • Created project plans, requirement documents, statements of work, and quality assurance testing leading to shared expectations with clients and accurate accountability of budget. • Facilitated and managed the work of production teams to ensure deadlines were met within the required guidelines. • Successfully managed client expectations while simultaneously advocating for product enhancements improving final product delivery and ensuring customer satisfaction.

Senior Account Manager 2006 – 2008Client advocate, support liaison, sales, and strategic consultant for over 100 non-profits on the Convio platform whose revenue ranged between $2M – 10M a year. • Provided website analysis and advice regarding online fundraising, advocacy, email campaign, and social media initiatives using Convio tools, which resulted in client surpassing expected ROI by over 200%. • Managed client projects. Created project plans, requirement documents, statements of work, and oversaw quality assurance testing to ensure clients expectations were met with accurate accountability of budget. • Built strong and effective relationships with all key non-profit staff and successfully improved overall client experience and increased client renewals. After taking over assigned area client renewals increased by 45% and client satisfaction survey scores improved by 75%. • Maintained over 200 clients for over a year and exceeded quarterly quotas by 125% for 4 straight quarters.

Initiated and maintained solid relationships with over 800 customers post-sales for deployment, account management and support. • Developed deployment process for direct and channel partner customers resulting in a 40% decrease in length of average customer deployment.• Reduced number of on-hold deployments by 80% in first 6 months.• Initiated process review for key support initiatives which improved customer satisfaction.• Created customer and end user documentation to provide valuable training material for clients and new hires. • Managed overall client health and deployment of projects. Acted as single point of contact for all assigned clients. Created project plans, requirement documents, and statements of work. • Managed feedback to internal and partner stakeholders on key customer deployments resulting in streamlined cross functional communication.