United States
I am a fearless leader who transforms challenges into innovative opportunities and inspires others to achieve exceptional results With over 9 years dedicated to enhancing CS at HubSpot, my core competencies lie in strategic vision, unlocking other's potential, and exceptional operational execution. At the heart of my mission is a commitment to customer success, ensuring that every engagement adds value. My approach is to bring diverse perspectives and experiences together, fostering an environment where creativity and efficiency drive outstanding results. My top achievements include: - Building the systems and processes by with the HubSpot Onboarding team run effectively - Creating an innovative bimodal strategy for Customer Training solving for both scale & customization - Creating a usage metric aligned with product teams that is used company wide at HubSpot
I run a flower farm that hosts workshops, sells flower bouquets all summer and designs wedding and event flowers. Enjoying life one bloom at a time!
Leading the support and CS functions for our individual and teams customers.
â—¦ Unite HubSpot Customer Training teams into a global umbrella with regional adaptations. Create novel metrics & established roles/responsibilities for Trainers. â—¦ Set and manage the strategy to train customers in a scaled, low-touch approach resulting in a 13% increase in training participation.
â—¦ Managed the Americas Onboarding & Training teams - 4 managers representing 50+ employees - resulting in over-performance of KPI attainment â—¦ Created a vision and strategy for LATAM region to meet unique regional needs. â—¦ Overhauled HubSpot's training offerings making them profitable - 2M$ in yearly revenue â—¦ Adapted Global Services offerings to HubSpot's new per-seat pricing model â—¦ Piloted 2 new software vendors in order to innovate on customer success and create efficiencies saving an estimated $500K.
â—¦ Architected & implemented the Global Customer Onboarding Operating Model, enhancing leadership structure, project accountability, & communication across teams, which improved service outcomes(tool usage) & customer satisfaction (CSAT). â—¦ Developed Customer Onboarding managers with emphasis on goal-setting & accountability, resulting in direct reports collectively outperforming counterparts across 4 consecutive review cycles (2 years). â—¦ Overhauled global onboarding pricing/packaging strategy & positioning to ease sales & improve forecasts. â—¦ Created headcount & bandwidth models to optimize IC work distribution to enhance services quality while reducing burnouts. â—¦ Aligned recruiting/onboarding processes to reduce median ramp-up time from 4 months to 3 (100% attainment). Reduced median new hire time-to-contribution to 6 weeks while expanding team diversity via hiring across nontraditional backgrounds (e.g. non-SaaS). â—¦ Developed a tool to automate new customer assignments, eliminating a 10-hour weekly load for each manager. Created algorithms to: (1) assign new customers to ICs (multivariate model based on availability/capability, language/timezone), (2) estimate IC bandwidth, & (3) estimate workloads for all service offerings.
-Led implementations of registration/scheduling/ADT EMR software for 3 major healthcare systems in U.S. -Drove validation & design sessions for 200+ hospital executives & providers to optimize software configurations. -Project managed software training curriculum for all employees (8000+). Led training & curriculum development for software Go-Live (WakeMed).
-Recruit, train and support student teachers teaching after school Math and English classes. -Monitor progress of student teachers and give feedback. -Evaluating classroom behavior and support development of teacher’s classroom management skills. -Create curriculum for classes and work with school staff to promote holistic student success.