Denver Metropolitan Area
I am an enthusiastic leader in Customer Success, dedicated to driving strategic initiatives that enhance client satisfaction and foster positive relationships. With a strong foundation in project management and a diverse career across multiple industries, I thrive in dynamic environments where creativity and data-driven decision-making intersect. I excel in applying my strong sense of organization and detail orientation, emphasizing independence and creativity in tackling challenges, particularly in data analysis. My approach conveys a blend of structure and innovation, allowing me to introduce a data-driven mindset that optimizes end-to-end processes. Understanding clients’ goals and business objectives is key to defining clear success criteria while managing expectations both internally and externally. As a trusted advisor, I guide clients through critical stages by providing data analysis, product training, onboarding, and risk assessment. My commitment to these principles has consistently enabled me to achieve 100% of my quarterly goals. I am eager to continue growing into a leadership role within Customer Success, where I can leverage my skills to drive impactful strategies that elevate client experiences and outcomes.
• Led a successful pilot project in Q2-Q3 2024 to create targeted customer playbooks for onboarding, risk management, adoption, and expansion cohorts, resulting in a 98% average increase in customer adoption and moved 63% of at-risk customers to a healthy state. • Establish measurement frameworks and reporting systems to evaluate CXM live engagements, driving continuous improvement in key metrics like customer time-to-value. • Collaborate with Sales and Customer Success leadership to proactively address customer gaps and challenges, optimizing Segment use cases.
• Led data-driven approach to optimize digital processes for efficiency. • Managed $14M revenue portfolio with scalable engagement strategies. • Developed and launched successful Digital Customer Success engagement. • Presented thought leadership insights at Segment Customer Success Kickoffs.
Participant on Executive Committee
• Developed and implemented a Client Engagement model and strategy, reducing Churn by 60% and decreasing Risk MRR by 40%. • Established strong post-sale relationships as the POC at Simplifya, driving upsell and renewal opportunities. • Led Product Innovation with a Bottom-Up Approach to drive continuous improvement and growth.
- Owned relationships with the NFL League; - Developed Success Plans that outlined key factors and success metrics, and created multi-threaded strategies for existing clients; - Led meetings to manage client stages; - Identified trends and proactively eliminated and assessed potential risk.
- Analyze results/data of campaigns to determine success; - Collaborate with cross-functional internal and external teams to maintain client satisfaction; - Co-own annual revenue goal of $3.3mm-$3.8mm; - Manage client relationships through project/account management; - Mentor colleagues in the AAM program.
- Performed independent research and analysis to develop account based strategies; - Improved communication between Sales and Finance by owning multiple billing reports for Sales; - Helped structure campaigns and analyzed campaign results; - Drove new B2B product utilization across Finance and Sales function.