• Lead comprehensive customer onboarding initiatives, ensuring seamless planning and execution to enhance user experience and product integration.• Craft targeted collateral for the Adoption team to enhance onboarding processes, and develop comprehensive self-paced educational materials to complement manual efforts, facilitating deeper customer engagement and product understanding.• Direct customer data analytics efforts across multiple products, including the generation of database queries, pandas scripts, and Salesforce reports to inform strategy and decision-making.• Manage a dedicated team of Adoption Engineers, coordinating across diverse license models and product types to meet and exceed customer needs.• Implement strategic programs aimed at accelerating customer adoption, focusing on increased retention and expansion through effective expectation management post-sale.• Spearhead the identification and establishment of key performance indicators (KPIs) for customer adoption, designing milestone trackers to monitor progress and ensure ROI realization for each product.

• Trained a new Enterprise CS team to cover SmartBear's largest and most complex accounts globally.• Identified and reported against KPIs and health metrics for prioritizing activity and staying proactive.• Articulated product features and benefits in alignment with customer requirements and goals.• Acted as a key internal contact for customer support issues, facilitating risk mitigation and remediation efforts.• Assisted in the development and execution of customer programs including migration to new licensing models, on-prem version updates, and improvement of data collection.• Worked closely with various internal teams to identify customer trends and enact programs to maximize expansion and retention across all customer levels.

• Oversaw a Customer Data Analyst to identify strategic areas to maximize impact.• Created customized Getting Started guides and automated nurtures by product, after which average time to activation decreased by 9%.• Identified and reported on licensing loopholes leading to over $1.4M in additional revenue closed.• Hired and trained an RFP Specialist to centralize all incoming security questionnaires and RFPs, greatly increasing response bandwidth.• Rebuilt database queries to ensure continual availability of activation data. • Aggregated available customer engagement and product data into customized account health scores across our portfolio.• Oversaw relationships with training partners for premium training and consultation engagements.• Customized our NPS process for better response rates and more timely surveys.

• Provide strategic interactions with customer base• Train team on SmartBear product value, licensing, and segment ecosystems• Motivate team to meet key success criteria, including productivity, engagement, and retention• Identify risk factors within customer base and create plans for resolution or mitigation• Implement processes for successful customer engagement across all product offerings• Identify and define key performance indicators for Customer Success Team• Provide internal weekly reporting on team productivity, churn, and expansion

• Maintain a strong proficiency and understanding of all SmartBear products• Communicate value propositions across product service offerings• Design and execute launch and growth programs for Strategic accounts• Help develop and execute a communication plan to ensure customers receive the most value from their investment in SmartBear tools• Provide world-class phone-based engagement with customers, resulting in increased overall customer satisfaction, retention and growth

• Building and managing lead development pipeline• Generating familiarity with target market, prospects’ business drivers and strategies to develop interest in SmartBear solutions• Providing baseline research within targeted accounts to identify key contacts prior to prospecting call• Follow up with marketing campaign respondents to initiate conversation and qualify potential prospects• Lead qualification and appointment setting with Inside Sales Managers• Proactively communicating SmartBear’s product and industry knowledge to prospects

Supported General Manager in all aspects business operations, including but not limited to: - Ensuring a high rate of guest satisfaction, responding to all customer feedback and implementing plans to address necessary issues- Responsible for interviewing, hiring, and training of staff- Maintaining schedules for wait staff- Full daily opening/closing procedures including all necessary reporting and payment processing- Maintaining Micros POS systems for menu accuracy and updated when needed for new items- Ensuring compliance with company guidelines- Assisting in inventory management and profitability analysis

Lead Kung Fu Instructor, childrens' programKung Fu Instructor, adults' program- 2nd degree black belt in Shaolin-Do Kung Fu- Coordinated instructors and curriculum across children's programs- Conducted classes spanning all belt levels with varying class sizes- Program included self-defense, sparring, open hand, and various weapons forms