Austin, Texas, United States
I am a versatile manager with 25 years of progressive responsibility in program management with an emphasis on customer success and sales and marketing operations. High energy, organized, and creative individual who is able to adapt to new challenges, manage teams, and maintain a high work ethic under pressure. A talent for analyzing problems, identifying efficiencies and minimizing costs. Proven success in establishing and maintaining high-level, long-term relationships and partnerships that increase customer satisfaction and profitability. Strengths Finder: Developer, Strategic, Communication, Individualization & Empathy Myers Briggs: INTJ DISC Profile: Split C/S, Planner, Analyst Specialties: o Strategic Account Management o Relationship Management o Customer Advocacy & Advisory o Customer Retention & Satisfaction o Success Metrics & Evaluations o Contract Renewals & Negotiations o Product Feedback & Enhancements o Customer Loyalty & Reference Programs o Strong Communications Skills o Sales & Marketing Operations o eCommerce Operations
• Manage projects and resources for the development and delivery of online training courses, certification programs, exams, and related communications. • Collaborate with engineering teams to guide development of the AI-driven CSO application “CoCoAI,” improving content creation and localization efficiency. • Oversee localization and validation of courses and exams in six languages, ensuring global quality, technical accuracy, and accessibility. • Produce monthly analytics reports tracking adoption, completions, expirations, and badge engagement to inform program performance and leadership decisions.
• Manage 25 Tier 1 enterprise accounts representing $2.5M in annual ARR, ensuring long-term client satisfaction and revenue growth. • Drive adoption and retention by leading client onboarding, delivering best-practice guidance, and serving as a trusted advisor and primary point of contact. • Identify automation opportunities for clients to utilize Workato to help streamline operations, improve efficiency, and drive with business objectives.
• Led a global team of 12 Customer Success Managers, including five remote employees across London, France, Dublin, Spain, and India, plus a Customer Community Portal Manager. • Oversee onboarding, adoption, risk mitigation, and retention for 6,000 customers representing $47M in annual revenue. • Achieved an 83% annual renewal rate for Cloud services, consistently meeting organizational targets. • Directed the migration of 5,800 customers to a new Cloud service within five months, retaining 99% of active accounts during transition. • Migrated Lifesize Customer Community from JIVE to Salesforce Community Cloud in just three months, generating $100K in annual contract savings. • Developed and implemented key customer programs, including a customer reference database, tracking system, and escalation management process.
• Led a team of 15 CSMs while partnering with other directors to build a scalable program that would support a high-volume customer segment and a high-turnover team. • Owned the success for 1,300 customers (<$100K ARR) within a pooled CSM model, driving $20M in ARR through retention and expansion initiatives. • Designed and implemented data-driven segmentation and risk-scoring processes, prioritizing interventions to reduce at-risk accounts and improve renewal outcomes. • Collaborated with Product, Sales, and Finance teams to create enablement materials, standardize success metrics, and implement automated reporting that would enhance CSM productivity and forecast accuracy, resulting in a 68% annual renewal rate and exceeded expansion targets at 120%.
• Implemented standardized project management methodology aligned with industry best practices, including creation of branded project templates to streamline SaaS deployments. • Managed project resources, budgets, milestones, scope, and change management from kickoff through go-live, ensuring timely and successful delivery. • Monitored support ticket queues and coordinated with technical support and engineering teams to resolve issues and manage change requests efficiently.