As the CEO and founder of NextGen Customer Success Solutions (NCCS), I’m pioneering a new approach to Customer Success for SaaS and startup environments. NCCS specializes in CS recruitment and leadership coaching that aligns talent and leadership with the modern demands of proactive, data-driven Customer Success, designed to elevate retention, advocacy, and long-term growth.Key Responsibilities & Accomplishments:CS-Focused Recruitment: Developed a specialized CS recruitment program tailored to startups, SaaS companies, and larger enterprises. We focus on sourcing Tier One Customer Support, CSMs, Directors of CS, and CS leaders who understand the importance of aligning individual and company goals.Implementing Next-Gen Metrics: Designed and introduced key performance metrics, like the Retention Efficiency Ratio (RER) and Customer Advocacy Engagement Score, enabling teams to proactively engage customers and increase efficiency.Building a CS Community: Developed an approach to create a true CS community within organizations, helping align each team member’s purpose with the company’s core mission to foster resilience and unity.Leadership Training and Mentorship: Coaching and mentorship programs that teach leaders to balance empathy with a results-driven strategy, reinforcing the importance of integrating Sales under CS leadership for streamlined processes and customer satisfaction.

Leading cross-functional initiatives and managing multiple Product Customer Success teams to enhance student experience in higher education. Spearheaded strategic initiatives that align product and customer support, driving education outcomes and increasing engagement, retention, and satisfaction rates.• Leadership & Team Management: Developed and implemented scalable onboarding and training programs for higher educational institutions, contributing to a 9% increase in retention and 13% reduction in onboarding time.• Problem-solving and Decision-making: I resolved a significant disconnect between Customer Success, SaaS Engineers, and Development Teams by getting the “Day-at-the-Grill” cross-functional training approved and implemented. This created better cross-functional cohesion, leading to improved product releases.• Stakeholder Engagement: Fostered strong partnerships with Higher Education Organizations' admission staff, IT Staff, and C-Suite equivalent individuals, driving improved student success and customer relationships.• Customer Portfolio Management: Collaborated with Sales, Support and Engineering to integrate data-driven insights and educator feedback into product roadmap, resulting in a 27% reduction in product defects and higher customer satisfaction.• Team & Customer-First Leadership: Led a 25% improvement in team performance through targeted coaching, professional development, and cross-functional collaboration, while building a community of inclusion and employee development, consistently exceeding customer satisfaction benchmarks and improving employee satisfaction.

Led efforts to align team goals with core purpose, utilizing Key Performance Indicators (KPIs) as more than just metrics, but as evidence of progress. Drove updates to customer onboarding and training programs, emphasizing talent development and building meaningful connections. Leveraged narrative-based reports to enhance the customer experience across their lifecycle, shaping the product roadmap and achieving the highest Customer Satisfaction (CSAT) levels in five years, demonstrating a steadfast commitment to our mission.

Delivered functional and technical assistance, resolving inquiries and troubleshooting errors for end users. Collaborated with managers, TM staff, and clients to gather requirements, test transactions, and ensure program specifications were met. Identified data integration points within MS Dynamics CRM/Recruit system and third-party systems, advising on communication needs and maintenance upgrades. Served as a resource in client/server architecture, database design, networking, systems analysis, and administration. Supported successful deployment for Cloud Clients, updated ticket tracking database (Service Now), and maintained documentation of code changes and specifications.

Managed operations of the International Cooperative Administrative Support Services (ICASS) system at the U.S. Department of State (DoS), interfacing with personnel to resolve issues via the Remedy ticketing system. Provided analysis and reporting on remedial processes, supported system developers, and conducted routine maintenance of the DS-1605 server. Led engagement and resolution of issues with the newly released ICASS 3.00.00 application for DoS clients.

Assumed the position of Team Lead in the direct integration of the War Fighter Information Network Tactical System (WIN-T). Designed and configured the communication networks including all hardware and software installations for both LAN and WAN networks. Recognized for exceptional performance as the Unit’s most experienced and qualified 25B with three years of U.S. Army Advanced hands-on knowledge in computer networking, computer information systems, software and hardware configurations, and repairs.

Provided comprehensive technical support for the U.S. Army Corps of Engineers (USACE) Enterprise Ticketing System, including password resets, network issue identification, trouble ticket creation, and account management. Facilitated Lindenhurst software installation and navigation for new users and developed strategies to resolve software-related issues. Oversaw transfer of IBS Transportation Logs and led implementation of Customer Service Center's new training desktops for Barstow software release. Interacted with analysts to coordinate network activities and disseminate training materials.

Delivered technical support via phone and remote assistance, focusing on password resets and Department of Defense Common Access Card (CAC) issues. Managed multiple trouble tickets simultaneously, ensuring high first-call resolution rates. Achieved rapid average call times (54 seconds for password resets, 1 minute for CAC troubleshooting) and consistently handled the highest volume of calls per shift (210-260). Escalated tickets as necessary and tracked resolutions for timely completion.

Coordinated personnel training on company systems, networks, and servers with the System Administrator. Addressed client IT issues, including SharePoint access, password resets, and software/hardware troubleshooting. Managed daily backups, organized and rewired cables for improved efficiency, and collaborated on installation and configuration of ISA Server 2006.