Argyle, Texas, United States
Experienced Senior Director with a Master of Science in Leadership from Grand Canyon University. Recently concluded a role at ServiceTitan, where I led enterprise and mid-market client services teams, supporting complex SaaS customers. My responsibilities included budget planning, performance metrics, operational execution, and serving as the senior escalation point for high-impact customer issues. I am passionate about collaborative leadership, leadership development coaching, and conflict management, with a focus on improving customer outcomes and retention. My career reflects a commitment to mentoring leaders and fostering team alignment around measurable objectives, driving success through structured coaching and cross-functional partnerships.
• Led enterprise and mid-market client services teams supporting complex SaaS customers • Senior escalation point for high-impact customer issues • Owned budget planning, performance metrics, and operational execution • Partnered cross-functionally to improve customer outcomes and retention
• Led teams managing portfolios of 150+ clients • Drove client satisfaction, renewals, and revenue reporting • Developed and coached client-facing leaders
• Led a 35-person professional services organization • Standardized delivery processes and exceeded revenue KPIs
Led a 35-member Professional Services organization-including Project Managers, Implementation Managers, and Implementation Specialists-by establishing clear delivery processes and performance metrics, which improved project completion rates and enhanced client satisfaction. Achieved or exceeded revenue KPIs through disciplined operational oversight.
Designed and delivered in-person and virtual training programs for healthcare clients using a blended-learning approach and an LMS, which improved staff competency in clinical procedures.
Provided classroom instruction and individualized behavior support using IEP guidelines and data-driven intervention plans, which improved student participation and reduced classroom disruptions. Served as District De-escalation Trainer, instructing staff and administrators on crisis intervention and behavioral management.
Safeguarded mission-critical assets, aircraft, personnel, and weapons systems by conducting regular security inspections, enforcing access controls, and coordinating with cross-functional teams, which prevented unauthorized incidents and maintained operational readiness.