San Diego, California, United States
Are you currently struggling with your customer data strategy? Are you currently evaluating, implementing, or trying to realize value from a customer data platform or other related tech? Look no further. I am here to help you! Over the last decade, I have been at the forefront of the Customer Data Platform (CDP) Industry and have seen many successes as well as failures when approaching tech to solve for customer experience challenges. In 2014, I joined Tealium (www.tealium.com), a CDP category creator, as a strategic implementation advisor servicing data platform customers. Beginning in 2015, I went on to help build one of the first strategic service teams in the CDP space and eventually was responsible for all customer facing teams (Customer Success, Renewals, Account Management, Pro Services). From 2020 - 2022, I also held a leadership role on the Product team responsible for our Product Growth strategy. I am proud to say I was part of building the business to a $1.3 Billion valuation. Having worked with customers of all shapes, sizes, and maturity levels, I remained passionate about assisting strategic customers with their customer data strategy and being a shoulder they could lean on as they were adopting the CDP for the very first time. In early 2022, I continued my journey as a CS Leader at Twilio Segment (www.segment.io), also a leader in the CDP industry. Throughout the last decade I consistently toyed with the notion of starting my own consulting service and after only a few months at Segment I took a risk and formed GrooveData and shortly after GTX Solutions, LLC. The vision of GTX Solutions is to be your go-to partner with a team of business growth mavens specializing in go-to-market strategies, customer value delivery, and technology solutions. Our team has the skill and experience to help you achieve your business goals by providing data-driven insights and expert advice. We deliver value through technology solutions and data analysis, allowing our clients to make better-informed decisions that drive growth and bottom-line results. → GO HERE for a list of strategic services (https://www.gtxsolutions.com/what-we-do) → GO HERE to book an intro call with me (https://calendly.com/gtxsolutions) Selected Proficiencies: Tealium, Segment, Salesforce, Pendo.io, Adobe Analytics, Google Analytics, HTML, CSS, Agile / SCRUM, Machine Learning, Tableau, Freshworks Suite, Gainsight, Jira, ZenDesk, customer data platforms, enterprise architecture, and paid media.
GTX Solutions is your go-to partner with a team of business growth mavens specializing in go-to-market strategies, customer value delivery, and technology solutions. Our team has the skill and experience to help you achieve your business goals by providing data-driven insights and expert advice. We deliver value through technology solutions and data analysis, allowing our clients to make better-informed decisions that drive growth and bottom-line results.
www.groovedata.com The vision of GrooveData is to help businesses strategically evaluate, implement, and scale CDPs and other data technologies. By leveraging our advisory services, you'll be sure to get an honest, unbiased consultation on how to achieve success with your data and tech stack.
Leads customer-facing teams for the Americas region, including cross-functional staff and management, comprised of over 80 reports accountable for supporting more than 800 customers at over $140M in recurring subscription revenue. Defines and optimizes the customer journey, develops/oversees lifecycle processes and touch points. Identifies opportunities for continuous improvement. Develops solutions for Customer-Facing Managers to deeply understand customers’ objectives. Gathers feedback from cross-functional departments to detect areas that will improve the customer experience. A few of my accomplishments include: • Proactively managed and grew product adoption, customer satisfaction and overall health scores for assigned accounts, supporting one of the largest upsell quarters in for customer success, resulting in more than 20% of renewable revenue and best in class retention rates for 2019. • Restructured pre-sales solution design and scoping process to increase efficiency across deal closure and information hand-off, boosting efficiency by 10% and quality by 25%. • Consistently drove upsell by 15% to 20% of total renewable revenue quarter-over-quarter. • Implemented Agile methodology and regionalization for customer onboarding and account teams to streamline the customer experience and internal workflows, resulting in increased efficiency for 2019 and beyond. • Defined segmentation of customer base and varying strategies by applying qualitative/quantitative scientific approach. • Revamped and implemented CSM software and sponsored the purchase/initial build, training and related deliverables, resulting in a cross-team rollout for proactive automation of CSM/AM operations and successfully mitigated risk and unexpected churn.
Directed global customer-facing teams and cross-functional teams comprised of over 35 reports responsible for supporting 800 customers at over $100M in recurring subscription revenue. Delivered strategic leadership for driving customer value and success through process improvement of technical support for customer experience touchpoints. Drove professional service engagements, resulting in upsell. A few of my accomplishments include: • Redesigned and implemented enhancements by unifying onboarding processes, engineer skill sets, and designed automated queue system and escalation paths resulting in decreased ticket resolution time by 20% quarter-over-quarter, beginning Q4 of 2019. • Decreased ticket response time by 50% YOY, beginning in 2018. • Increased number of first contact resolution touchpoints by 75%. • Achieved a CSAT score of 97% three consecutive years. • Revamped customer onboarding templates for Agile and Kanban project management approach, resulting in reduced time to value by 20%. • Introduced weighted agent scoring model to drive enhanced individual Key Performance Indicator (KPI)-based performance metrics. • Executed an advanced project management and support queue analytics initiative to identify ongoing areas of improvement for customer success and product teams.
Implementation and management of Adobe SiteCatalyst\Tealium Tag Management solution within enterprise applications including web-based and mobile platforms consumed by both internal and external users; manage defects, enhancements, testing and troubleshooting of analytics code Develop business and technical requirements for enterprise projects; forge highly-effective working relationships with project managers, technical leads, application developers and business stakeholders to maintain consistency of analytics implementation and data delivery Preserve high-level of confidence from business and IT partners through on-going, timely responsiveness and support Establish and maintain repeatable processes to ensure adherence to digital analytics architecture direction Produce repeatable scheduled reports and dashboards and provide data analysis to business and IT partners Develop and maintain an understanding of enterprise data and database architecture for meaningful data collection and analysis
Member of Agile development team for re-design and migration of the company intranet to Microsoft SharePoint Solution Act as SME for SharePoint governance, architecture, development and content self-service model Design, implement and test customized workflows to enhance enterprise business operations and content deployment
Manage analytic code implementation across Enterprise Applications by coordinating with Project Teams and Application Developers Provide analytic reports to various business units across the enterprise Develop and maintain Requirements Documentation