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Open to Consult with businesses, investors, and opportunistsCustomer Experience Strategy Project managementProcess developmentPeople leadership and development

Director, Restaurant Technical SuccessEstablished technical account strategy at scale, a post-live function across five workflows, coordinating small business to enterprise. Oversaw customer technical outcomes and value in support of adoption and expansion for managed customers.●Led and expanded the restaurant technical consultant (RTC) team across segments to become a team of 17 managers and individual consultants, including a new specialty product team for small to medium-sized business (SMB) segment, surpassing team key performance indicators (KPIs), including adoption and retention. Team was recognized for highest rating in organization on employee survey, rating 90% favorably for psychological safety.●Orchestrated and operationalized a revised brand, and developed strategy, vision, and capacity plan with a clear focus on customer experience and time to value. Created KPIs using a data-driven approach to align with organization revenue targets.●Implemented a new technical certification and skill competency program for the entire restaurant success organization, including training on the entire Toast product suite, APIs, and integrations, resulting in improved team expertise and an uptick in net promoter score (NPS) score.●Collaborated with internal stakeholders, onboarding, care team, escalation team, professional services, and product management to form a technical center of excellence.●Developed a conservative budget and capacity plan with a focus on scaling, refining processes, and partnering with cross-functional teams to reduce redundancy throughout the customer journey.●Guided multiple pilot programs which expanded enterprise segment, including enterprise technical support, dedicated CSM, and RTC coverage. Utilized learnings to create a new enterprise customer journey.

Led a diverse team of 15 customer success managers, technical account managers, second-line managers, and strategic, enterprise customer accounts across West and Central United States.●Secured expansion opportunities and minimized customer churn by ensuring CSMs worked with customers on value management and adoption, surpassing FY21 team goals by 10%.●Developed, coached, and provided leadership to regional managers to support the opening of a new hub office of 20 CSMs, as well as an additional 10 CSMs distributed across North America, doubling the size of the customer success (CS) organization.●Initiated and implemented collaboration efforts to build out a customer-centric culture, securing positive feedback on improvements from technical support management and customer survey feedback.●Led Gainsight implementation for technical support account managers (TSAMs), improving efficiency, collaboration, and adding reporting ability. Received Gainsight Dream Team award at Pulse conference in 2021.●Guided cross-functional digital transformation efforts around changes to go-to-market strategy, initiation of Success Plans, and processes as the model transitioned from a perpetual to subscription, as well as on-premise to SAAS, ensuring customer impact was minimal.

Collaboratively led and supervised a team of 13 TSAMs who supported legacy enterprise customers.●Functioned as a subject-matter expert (SME) for multimillion-dollar TSAM service within North America, maintaining the quality of service and driving consistent renewal of service (100% for FY20).●Expanded highly functioning team from 10 to 15 TSAMs by recruiting and developing account managers to support large, strategic customers.●Provided partner-like managerial support to most politically visible customers, avoiding or resolving escalations quickly, and improving customer experience.

Collaboratively led a mature team of Technical Support Account Managers (TSAMs). Functioned as SME for PTC's multimillion-dollar TSAM service within North America, maintaining the quality of the service, and drove consistent renewal of service-100% for FY20Expanded a highly functioning team from 10 to 15 TSAMs by recruiting and developing account managers who were able to support extremely large customersProvided partner-like managerial support to some of PTCs most politically visible customers, ensuring escalations were avoided or resolved quickly.

Led quality control efforts, optimization, and improvements to CSM and TSAM services and processes with a focus on people, and performance metrics in line with the strategic direction of Customer success and improving customer experience.● Architected design and modifications to customer success roles, support tools, success plans, processes, KPIs, metrics, business intelligence, and data reporting, resulting in a more mature organization with clear objectives. ● Spearheaded collaboration initiative to share and act on enterprise customer feedback between executives in cloud infrastructure and technical support, resulting in more effective teams and higher customer satisfaction.●Provided coaching, mentoring, consulting, and training to front-line TSAM and CSM managers, resulting in well-functioning collaborative teams.●Analyzed CRM data and delivered quarterly global metrics to senior leadership, sharing suggestions to improve service. ●Directed change management projects around customer engagement, resulting in a new customer engagement model built around the customer’s subscription lifecycle that became a standard and was presented at the Gainsight conference.●Developed and enhanced customer success marketing materials and coached sales on the service value, resulting in five new TSAM purchases in two months.●Implemented two employee recognition programs, one for tech support and one for customer success, improving employee morale in both organizations by 20% over the course of a year.

Directly managed a mixed team of seven engineers and account managers while facilitating, scheduling, and collaborating with a larger organization of runtime engineers.●Created and delivered emotional intelligence and soft skills training workshops for technical support, engineering, and cloud leadership, resulting in more effective teams in customer interactions.

Advocated and facilitated technical guidance as a trusted advisor and direct customer-facing contact to five enterprise customers.●Led technical advisory board and drove departmental changes and improvements, including Salesforce user interface (UI) changes, creating less effort for the customer and a better experience.●Excelled in a year-long PTC manager training program and built relationships with various managers to elevate my career to the next level in management.

Facilitated support and expansion for key accounts (while managing 10+ account representatives, four warehouses, and two sourcing companies) and maintained existing customer relationships, driving new business from within accounts.●Drove global business expansion from four employees to 50, transforming a start-up into a midsized global business.●Recruited from established business relationships (8 to 10 new clients per year for the past nine years).