Fuel your company growth with the leading commercial construction project data, market forecasting & analytics services. Dodge Construction Network leverages an unmatched offering of data, analytics, and industry-spanning relationships to generate the most powerful source of information, knowledge, insights, and connections in the commercial construction industry. The company powers five longstanding and trusted industry solutions—Dodge Data & Analytics, The Blue Book Network, Sweets, IMS and Principia—to connect the dots across the entire commercial construction ecosystem.

Managed a team of Client Relationship Consultants in both in-office and remote locations, ensuring a consistently excellent experience while maintaining business standards and fiscal responsibility. ❖ Piloted a “retention desk” and implemented process for retaining clients wanting to leave, resulting in $8.8M saved in annual revenue.❖ Established consistency in the execution of effective service practices among all CSCs. ❖ Performed essential leadership responsibilities—e.g., meet regularly with each team member to monitor and discuss performance and personal development❖ Address performance issues with appropriate disciplinary action, identify training and development needs and create plans to implement them; create and execute onboarding plan for new team members, identify staffing needs and participate in hiring processes.❖ Built outstanding relationships with fellow Client Service leaders as well as other cross-functional stakeholders; partner with them to continually review and enhance operational performance and strategy. Act as the CSC business partner to other stakeholder groups—clients, Sales, etc. ❖ Stood up a First-Year engagement track to mitigate risk through early engagement and adoption of software.❖ Came in consistently under budget on loss target goals—2019 Q4 results were 23% under budget.

❖ Assisted with building demo environment and performed pre-sale demo to prospects.❖ Utilized consultative approach to understanding and uncovering needs of the client.❖ Aligned client business objective within software capabilities.❖ Project managed the onboarding, implementation and execution of go live for clients.❖ Coordinated with Account Managers to take over relationship of the account.❖ Resolve team member workflow challenges, creating a highly engaged work environment.❖ Coached Account Managers on processes and best practices within compliance of standards.❖ Participated in hiring process of perspective employees.❖ Assisted with the development and monitoring of daily department metrics.❖ Coordinated training for Account Managers on customer service/up-sell techniques; coordinated new-hire training.

❖ Provided strong leadership driving the customer success activities across the individual or multiple business lines. ❖ Impacted the growth of renewal rates and decreased the default rates through strategic customer engagement model ❖ Led a team of 22 Customer Success Managers increasing first year customer retention by 12%. ❖ Led the team through 3 mergers and aquistions successfully. ❖ Hired, delveloped and coached dialy with CSMs on best practices, retention efforts etc. ❖ Insturmental in creating a churn risk model to identify early risk of loss through journey mapping. ❖ Ran day to day operations of the customer success First year team. ❖ Collaborated cross-departmentally to ensure success of our clients and early adoption – through nurture tracks, strategic planning and execution. ❖ Utilized software such as Pendo, Marketo and Zuora for insight on customer behaviors within the app, financially, and adoption of the program

Team Lead, Customer Success (February 2015 – January 2016)❖ Resolve team member workflow challenges; creating a highly engaged work environment❖ Coached Account Managers on processes and best practices within compliance of standards❖ Drove a high-low touch customer service model ensuring time spent efficiency❖ Focused on customer adoption – delivered business impact and innovation to a customer’s business by truly understanding the customers’ business, trade, market challenges and opportunities❖ Executed on account strategy to drive and ensure success throughout the initial contract period❖ Handled operational components for renewals, customer satisfaction, premier support engagement and customer adoption metrics❖ Participated in hiring process of perspective employees❖ Assisted with the development and monitoring of daily department metrics❖ Coordinated training for Account Managers on customer service/up-sell techniques; coordinated new hire training National Account Manager, Customer Success (May 2010 – February 2015)❖ Increased business revenue 5% by maintaining renewals as an individual contributor❖ Increased revenue through consultative selling with monthly upgrade of $17,417.67❖ Managed partner relationship with Carolina’s AGC; retained 85.30% ACV, upgraded $42,912 ACV❖ Mentored Account Managers to improve productivity, professionalism and organizational skills❖ Utilized consultative selling to ensure effective use of product and continued customer satisfaction❖ Trained customers and participated in annual sales meetings❖ Assisted in gathering reports and presented to the executive leadership team❖ Created reports to evaluate customer account usage and implementation of service❖ Reported and analyzed retention data to determine past retention rates and forecasting❖ Partnered cross-departmentally to improve renewal Sales Analyst (June 2008 – May 2010)

❖ Developed and executed a proactive communication program utilizing several information channels and platforms❖ Instrumental in strategizing in the vision and direction of the organization❖ Maintained extensive and positive relationships with all organization members; acing as liaison for the president❖ Produced all presentations and media; promotional material, webpage and executive board reports❖ Administrator and trainer for salesforce.com

❖ Recognized as a “Shining Star” club based on sales, growth and customer service.❖ Develioped and implemented sales and marketing programs, increasing membership to over 400 within 12 months.❖ Reported weekly on marketing, new sales results, renewal results and order inventory❖ Manged day to day business—e.g., daily receipts and depositis, employee relations, customer escalations.❖ Hired, trained and managed staff and ensured excellent customer service.❖ Performed reviews and held staff accountable for sales quota/lead quota on a monthly basis.❖ Preformed solution based selling.