-Develop, coach, monitor and assist team members in critical adoption activities and strategies-Provide accurate forecasts and reporting on financials to leadership-Drive alignment with internal teams includingRenewals and SalesManagers and Expansion teams by aligning with R&E on renewal and up-sell strategy and focus on selling with a retention focus-Recruit, mentor, and inspire a world-class team by setting expectations, giving feedback, conducting interviews, create a customer first culture-Manage 10 direct reports, supported and coached an additional 20 CSMs-Managed NPS for the broader Mid-Market team and increased NPS by 36 points-Achieved or exceeded churn and downsell targets each quarter (beat target by 6%)-Developed and launched Onboarding program for new hires-Created a process repository to enable team of their core functions-Developed Digital CSM program to provide coverage to more accounts

- Lead, coached, mentored and trained a team of 10-20 CSM’s with total $81M ARR on best practices, company processes, and new initiatives.- Participated in the hiring and interview process of new hires.- Participated on the Customer Success advisory board as the Customer Success representative to the Ringcentral Organization.- Collaborated with cross functional teams to design and outline account coverage plans for TAMs and Renewal Management teams.- Designated Individual Responsible (DIR) for Enterprise NPS, increased score by 30% YOY- Reviewed, updated and documented departmental processes to streamline and create efficiencies.- Utilized tableau, salesforce and other dashboard tools to create, update and manage relevant dashboards.- Lead and managed internal projects focused on growing, scaling and streamlining the CSM organization.

- Managed a personal portfolio of 17M+ ARR across 14 customers.- Retained 100% of portfolio YoY.- Consistently maintain MRR of portfolio by 110%+ each quarter.- Consistently achieved a NPS score of a 10 from my clients.- Conducted Executive Business Reviews (EBRs) with client C-level executives.- Designed and executed mutual success plans to ensure customers were successful with our products.- Recipient of Q3 2023 Above and Beyond Award.- Engaged and leveraged team members internationally and across all business functions to solve complex client challenges.

-Managed multi-step transition of 350+ clients to a new platform-Coordinated project elements to ensure completion by projected deadline-Completed project within deadline, with twice as many migrations as originally scoped

• Subject matter expert (SME) over integrations with partners.• Assisted in hiring of team members on our team by conducting interviews and reviewing resumes.• Compiled and presented quarterly business reviews with executives to ensure goals were set and being achieved.• Discussed upcoming releases with clients and shared their concerns about bugs and feature requests via Voice of the Client.• Achieved 100% retention of services within my portfolio.• Participated in onboarding of new clients and helped to determine rollout plan and benchmarks for adoption.• Worked with key stakeholders to increase adoption for clients year over year. • Created training materials for new hires to help them learn about our platform and get familiar with the position in half the time it previously took.

-Worked with multiple departments to drive success for each account-Performed quarterly in person visits with client’s executive team -Outlined client roadmaps-Worked with Marketing directors to outline how our products would help them achieve their highest ROI-Coordinated with outside vendors to establish integrations with our software-Acted as project manager to coordinate a variety of initiatives -Negotiated terms of contracts with clients-Built strong relationships with clients-Met annual sales target for up-selling each year, exceeded my goal 300% in 2014-Selected to participate in multiple task forces created to: overhaul reports, improve products, and train on sales tactics. -Worked directly with Regional Vice Presidents

-Excellent verbal and written communication skills-Exceptional interpersonal skills-Handled confidential information daily-Consulted with customers about banking and financial needs-Top performer for sales in branch-Trained new hires on policies and procedures-Found solutions for customers through sales opportunities and customer service

-Screened and interviewed new employees-Created and managed job listings on multiple sites-Excellent communication with patients as well as with internal departments-Managed confidential medical and personal documents-Maintained schedules for multiple providers-Trained new hires-Strong organizational skills and a detail oriented personality-Used organizational and planning skills to open new facility