- DarwinAI acquired in January 2024Customer SuccessFounded and managed the Customer Success team which included direct management of 4 CSMs.Defined the customer journey and developed customer playbooks for customer onboarding, support and retention. Collaborated with Sales and Marketing teams to define TAM and service offerings. Responsible for a book of business which included 12 enterprise accounts representing $4.75MM in ARR.Partnered with the Business Development team to finalize MSAs for enterprise customer accounts.Advocate for product improvements and customer prioritization with the Product and Engineering teams.Created key product KPIs, including ROI calculation, AI model performance, system availability, and customer LTV.Automated customer support requests and SLA adherence by implementing Zendesk as a support tool, resulting in 100% of all customer requests being documented and prioritized.Enterprise ImplementationDeveloped a new customer pilot program which allowed prospective customers to calculate product ROI and resulted in a 200% increase in customer adoption. Reduced the enterprise customer deployment timeline from 6 months to 1 month by creating a more efficient implementation plan, resulting in quicker revenue realization for the company.Created a customer training program which included application training modules, user manuals and an online user knowledge base which allowed for an improved customer experience.

Team ManagementBuilt the Professional Services team, established team performance metrics, recruited new team members, and created the employee performance review process.Led a team of 17, which included 13 direct reports. This included coaching, mentoring and professional development. Achieved 95% team utilization rate against a 75% target.Account Management Managed 25+ enterprise accounts representing $3.5MM in ARR from onboarding through renewal. Achieved 100% GRR in 2021-2022, resulting in 15% increase in NRR from the previous year.Conducted annual business reviews for customers, highlighting product performance and ROI, and presented to executive and operations teams.Product OperationsDesigned the data collection pipeline for AI model enhancements, leading to model performance improvements and prioritizing product enhancements with the Engineering team.Achieved customer system availability of 99% against a 95% goal.Developed a monitoring program overseeing 20+ global customer sites and 150+ machine vision systems which captured system issues, performance thresholds and actionable areas for product improvement.

Led 8 internal enterprise implementations, including ERP, HRIS, eCommerce systems and custom API development. Constructed and managed the applications product roadmap which presented clear updates to C-level executives, improving decision-maker engagement. Tracked and managed project budgets, ensuring precision and adherence to financial parameters. Reviewed and analyzed vendor invoices to monitor expenditures, forecast costs, and implement strategic financial controls, contributing to successful project outcomes and revenue increases.Provided user training and support for each implemented solution across the organization.

Led technical implementation for Watson Health SaaS products, to 100+ enterprise customers and over 5,000 providers to increase revenue by 300% year-over-year.Managed the technical implementation team which successfully implemented B2B SaaS solutions and directly impacted revenue growth for the company by enabling new subscribers.Implemented User Acceptance Testing (UAT) process for new customers which resulted in a 25% reduction of user setup issues found in production.Acted as a critical escalation point for customers, skillfully negotiating across organizational levels to resolve issues.Collaborated with Product teams to develop processes and documentation for successful product rollouts.Completed product configuration utilizing SQL, HTML, XML, and final quality assurance (QA).