Henderson, Colorado, United States
Results-proven leader with 20+ years of experience in operations, client success, and product/project management. I have successfully developed strategies and processes focusing on customer retention and revenue growth. I am well versed in customer lifecycles, with extensive experience in both digital and traditional advertising verticals. Specialties include: - Customer Success Operations - Revenue Operations - Project Management - Product Management - Gainsight Administration (implementation and management) - Deep knowledge and experience in all media types (Print, Digital, SEO/SEM, Social Media, Email, Audience-Based Targeted Campaigns) - Strategic Marketing and Promotional Campaigns - Solution Selling - Training and Coaching - Contract and Price Negotiation
Founded in 2010, JOOR now services more than 12,500 brands and over 325,000 retailers in 144 countries, processing an incredible $1.5B in wholesale transaction volume each and every month. JOOR’s exclusive partners range from established luxury conglomerates such as LVMH, Kering, Richemont and Capri, to leading brands such as Stella McCartney, Valentino, Kate Spade, Tory Burch and Dr. Martens. Premier department stores including Neiman Marcus, Printemps and Harrods, as well as global digital retailers such as Shopbop and Revolve, conduct their buying exclusively through JOOR. We are one of the few tech companies with a female CEO and 1/3 of our engineering team is made up of women — well above the industry norm. Walking our floors, you’ll find people of every shape, color, ethnicity and creed. If you are looking to join a team of innovators and trail blazers who value diversity of thought and experience, then JOOR is a great choice for you.
Through a first of its kind technology, paired with an elite squadron of IT technicians, Electric delivers lightning-fast IT support. Whether you're remote, onsite, or hybrid, Electric provides real-time issue resolution, security at the device, app and network levels, employee onboarding/offboarding, and IT management solutions. Along with leading the CX Operations division, I am also responsible for defining, implementing, and measuring the Customer Success strategy's effectiveness. The CX Operations team partners closely with a number of cross-functional departments to deliver a best-in-class customer and employee experience. The CS Operations team is an integral part of the Revenue Operations division and offers a high energy, high tempo, results-driven culture.
Synup is a location intelligence tool that helps businesses with their local marketing, discovery, and engagement. Businesses and agencies alike can use Synup to get listed online, monitor online reputation, generate business reviews and track search engine analytics. Synup has helped marketers and business owners manage 150,000+ business locations over the years. Led the Customer Success Operations team, whose mission is to drive the Customer Success teams' effectiveness and efficiency, focusing on the result of strong customer engagement, retention, and growth. Responsible for building and executing CS processes including CS platform administration, content creation for CS knowledge base, internal process documentation, and comprehensive performance analysis and reporting. Established a new hire onboarding certification program specific to each CS division which has resulted in improved training and onboarding time. Collaborated with SVP to successfully configure and launch Gainsight CX and PX (product analytics tool). Ensured we captured necessary data via integrations across Salesforce, Zendesk, Chargebee (financial platform), and AWS/Redshift. Responsible for administration of the platform. Established sales and CS processes and workflows within Salesforce. Set the behavior of capturing accurate account details in Salesforce (contract details; customer details for onboarding/hand-off, project planning and analysis). Integrated both Docusign and Zendesk into Salesforce, and executed renewal opportunity workflows and automations, CS forecasting models and reporting/analytics. Established an NPS program via Gainsight PX/CX which resulted in better efficiency and alignment across the organization. Additionally, we saw an 80% increase in response rates and improvement of +30 NPS rating points.
Contently is a technology company that helps brands create great content at scale. Contently provides enterprise companies with smart technology, content marketing expertise, and vetted creative talent—journalists, photographers, designers, videographers, and all things in between. We are a software business built by content creators, and both our products and our philosophy reflect this. That's why we count some of the best content marketing brands in the world as our clients. Responsibilities covered various duties, including managing operations, project management, customer service and correspondence, establishing policy and procedures, product roll-out, troubleshooting departmental issues, training, coaching, and developing sales and customer experience employees. Salesforce.com administrator for the division; building reports, managing campaigns, creating dashboards, and deploying process changes, including the implementation of Salesforce Lightning across the organization. Selected, set up, and launched a new project management tool (Cloud Coach Fundamentals), which improved new client on-boarding processes, as well as transparency on customer initiatives. Reduced annual vendor expenses by 48% while improving efficiencies by analyzing, negotiating, and eliminating overlapping and ineffective solution providers within the sales and customer experience tech stack. Implemented both a sales and customer engagement solution (High Velocity Sales/Salesforce Inbox) and a new data enrichment/lead generation solution for the sales division (moved from Clearbit to InsideView). Developed the documentation and training program. Managed and supported the deployment of a marketing automation solution for the marketing and sales team. (Moved team from Marketo to Pardot). Developed and implemented quarterly training programs, which resulted in 20+ individuals acquiring their Google Analytics certification.
TapClicks, Inc. is a leading marketing technology company for agencies, media companies, brands, and enterprises. Its integrated Marketing Operations Platform includes sales enablement, workflow and order management, analytics, and automated reporting -- all within a single intuitive user interface available on demand in the cloud. TapClicks has delivered over 1,000,000 dashboards to over 5,000 brands and over 500 media companies and agencies worldwide. The TapClicks platform leverages over 150 native API integrations with leading marketing and advertising platforms and rounds out its solution with ImportWizard, which enables the platform to use data from virtually any source. Managed and supported the largest TapClicks media clients, which represented 60%+ of revenue. Assisted in leading the client success team focused on our media clients, providing support and direction on strategic initiatives, driving adoption and maintaining top accounts with key stakeholders via project management tactics. Worked closely with product and engineering to improve client experience through feature enhancements, and issues resolution. Conducted both online and in-market training sessions to clients and led on boarding process through project plans to ensure success rate. Key member of executive-level escalation team that managed strategies and tactics for de-escalating customer accounts. Along with the data integrations team, managed third party data providers in order to seamlessly integrate the necessary data for our clients. Designed and built client performance dashboard, which tracked and reported usage and activity across the TapClicks platform. Client Success team utilized this dashboard for their QBR’s as well as internal reporting for the executive team.