Thycotic is a leading provider of Privileged Access Management (PAM) solutions. Privileged accounts like domain admin accounts, root accounts, superuser accounts, and more, are the preferred targets for hackers these days. Why? Because they give them the “keys to the kingdom,” allowing them to gain access to your most sensitive and critical information.Leading an international Customer Success team of 9 professionals in the Cyber Security SaaS space. Designed, built, and operationalized Customer Success systems and processes for Customer Success at scale. • Developed segmented Customer Success programs for improving client retention and account growth including scalable customer on-boarding, outreach, and health reviews• Implemented Customer Success retention platform to manage customer health scoring, segmenting, alerting, and customer outreach cadence• Responsible for measuring success by creating, driving, and reporting on metrics including NPS, CSAT, product adoption, and health scoring

Pythian is a global IT services company that specializes in designing, implementing, and managing systems that directly contribute to revenue and business success. We help companies adopt disruptive technologies to advance innovation and increase agility. Our highly skilled technical teams work as an integrated extension of our clients’ organizations to deliver continuous transformation and uninterrupted operational excellence using our expertise in cloud, DevOps, big data infrastructure, advanced analytics, infrastructure management, and databases.• Focusing on client retention and growing existing business by looking for new opportunities • Define success criteria for customer projects • Being the customer’s advocate within the organization to assure successful business outcomes• Manage technical team deliverables and provide regular reports and status updates • Collaborate with internal teams to influence priorities and drive tasks to completion and issues to resolution

Neustar is a technology company that provides real-time information and analytics for the Internet, risk, digital performance, and defense, telecommunications, entertainment, and marketing industries, and also provides clearinghouse and directory services to the global communications and Internet industries.Lead team of 18+ professionals focused on client delivery, providing solution architecture, technical guidance, setup, and ongoing support for licensed information services and products. Develop specifications and project plans for customer integration projects. Resolve points of conflict and manage workload for managerial team. Improve delivery and project tracking through development of leadership and internal visibility efforts. Recruit and develop new team members. Partner with product and engineering teams to create product backlog within Agile/SCRUM framework. ▪ Worked with internal stakeholders to design and establish Customer Success methodology. Developed standard client engagement practices to drive efficiencies in revenue recognition. ▪ Collaborated with multi-functional teams to define and develop company “Total Support Model,” establishing processes and strategy to holistically engage and support customer base. ▪ Recruited, trained, and developed team members to manage new growth opportunities. Created and developed new roles to support emerging product initiatives. ▪ Maintained close ties and consistent communications among internal cooperating teams through regular interlock meetings, in-person updates, and reporting to effectively deliver highest quality of client service.

• Leading a team focused on measuring data quality and providing analytics for the business local search space• Developed KPIs and represented data quality for our customers• Created automated processes for gathering information to measure• Worked with offshore teams to develop a call verification methodology and how to incorporate those results• Worked in conjunction with Support to understand what they were seeing from a ticket perspective and use that information to drive improvement

Managed product development, delivery, and support programs. Led business data quality efforts. Contributed to business rules and source data matching, helping to direct the development of data products. Tested new product sources and created rules for source integration. Met with clients to explore trends, data needs, and data quality. Managed ongoing client needs, production of classification system entries, and local search ontology. ▪ Developed relational data delivery model for business data product to create a more scalable delivery method for keywords, business classification, and other SEO-related content. ▪ Served as “go to” product expert for all business data inquiries and team needs. Onboarded new customers and explained aspects of data collection and use.▪ Drove system improvements leading to addition of classification and keyword information for business listings.▪ Partnered with engineering team to create “Manage Your Listings” service to enable end-user business owners to take control of the manner in which their business information was listed on major search sites.

Oversaw largest and most strategic accounts, performing data analysis and resolving complex data issues. Coordinated with engineering to improve data product quality and set production schedules for offshore teams. Managed key account renewals and new growth opportunities. Assisted in driving product improvements through use of customer feedback.