Dallas-Fort Worth Metroplex
💎Data-driven customer facing consulting professional💎 Strong background of uncovering key insights and defining activities that support driving the growth and adoption of technology products and services, boosting renewals and increasing the lifetime value of the customer through the customer lifecycle. Track record of enthusiastic collaboration and discovery contributing to the design and production of blueprints and best practices adopted by multiple sides of the organization to increase customer success, and post-sales adoption, profits and financial performance. Keen interest in gaining working knowledge in the cybersecurity space. 💎Passion for customer success and team/organizational leadership.💎 Empathetic leader skilled in people management, hiring and coaching. Known for empathy and customer advocacy efforts that inspire thought leadership and effective strategy implementation. 🔹Certified SAFe Agilist, 2019 🔹Gainsight CSM Certificate, 2018 🔹Certified Scrum Master, Scrum Alliance, 2017 🔹Lean Six Sigma Greenbelt, 2016 🔹Medallia CSM Certified, 2016 🔹CA's Leadership Development Program, 2016
In my role as Principal Customer Success Manager at VMware, I led the development and delivery of Customer Engagement Practices, Product Education, and Personal Branding to enhance the performance of Customer Success Managers. I successfully achieved an average of 20% growth at renewal, managing a $40M+ Annual Customer Spend. My responsibilities included upskilling and consulting other Customer Success Managers to drive success across various industries such as Airplane Manufacturing, Fintech, Insurtech, Banking, and Hospitality while continuing to cover my accounts
Trusted advisor and core customer liaison, creating and maintaining long-term strategic relationships. Discovery and understanding of client business operations and models and footprints to build custom enterprise software to maximize value. Persuasion and organizational consensus building efforts for cross-departmental product adoption and implementation to meet customer business needs. Lead weekly status update meetings with 3 core clients facilitate roadmap sessions, ensure support, process customer feedback and benchmark progress. 🔹Support 3 customers, each with +$1MM in annual spend 🔹Maintaining an average 107% renewal rate
Managed a program of 5 projects across 4 departments creating and executing against a project plan in an Agile environment using Lean/Six Sigma Principles. Created one-source reporting leading to programmatic decision making across all levels of the organization up to C-level. Enhanced data for better reporting. Partnered with sales operations and sales management to enhance customer success and sales team’s ability to achieve customer outcomes with a portfolio of products. Expanded use of Customer Success tools to 3 other organizations (Sales, Support and Product Management). 🔹Increased 1st year renewals by $3MM 🔹Increased revenue of mid-market accounts by $5MM 🔹Increased sales efficiency by reducing sales cost; +90% reduction in time spent on inside sales 🔹Reduced Mean Time to Resolution (MTTR) by 4 hours 🔹Increased (Net Promoter Score) 9% from 7.8 to 8.6 by providing support with data available in internal systems 🔹Penetrated a new customer base accounting for 10% of company revenue and 30% of customers; Team contributor – helped create and launch an international Digital Customer Success Team
Track install base product adoption metrics via Customer Success Team daily activities and programs. Mine data and dashboards for creating reports to derive actionable insights for presentation and coaching across the organization (C-Level, Sales, Product Management, Support). Partner with field CSMs to share data and create a council for best practices to be developed and shared. 🔹Coached, mentored and motivated +100 globally dispersed Customer Success Team for territory alignment 🔹Increased renewal rates and team productivity up to 3% via collecting and analyzing install base data to initiate and recommend business practices and procedures (MS Office, Qlik, Power BI, Salesforce.com) 🔹Increased activity effectiveness and account renewals by 11%; analyzed and measured the effectiveness of Customer Success Engagements, drastically reducing the number of inefficient activities
Trusted advisor & business partner for 3 core customers providing programs to improve adoption and increase value from software engineering solutions. Managed the full customer sales process from onboarding to renewal via Salesforce increasing Customer Satisfaction scores and reduced Mean Time to Resolution 🔹Averaged 97% renewal rate, outperformed company average by 5%
I began my career with the Panthers organization while still a student at Florida Atlantic University. As a Strategic Partners Intern, I consistently worked a minimum of 40 hours per week. Due to my successes developing strategies that helped grow the Florida Panther brand, and that of its partners, I was awarded a full-time position within their organization. ✪ ✪ ✪ Two of my proudest achievements during my time with the Panthers was identifying and developing brand strategies resulting in new product offerings which surpassed the 2012 – 2013 multi-million dollar sponsorship budget and managing a team of five interns. Two of the interns were hired full-time. ✪ ✪ ✪ My Responsibilities Included: ⇨ Created integrated sales proposals ⇨ Managed the sales proposal process from request to completion ⇨ Solely sourced and negotiated for third party digital sales presentation platform ⇨ Managed sponsorship inventory to maximize revenue from partnerships ⇨ Oversaw the media sales process with internal and national sales personnel ⇨ Handled trafficking of television and radio spots with broadcast partners ⇨ Managed undergraduate and graduate level interns At the time of my departure, the Florida Panthers organization was undergoing a transition as a result of new ownership.