Raleigh, North Carolina, United States
Relationship-driven Customer Success and Strategic Account Management professional with 20+ years of experience helping organizations maximize the value of technology and professional services. Throughout my career, I've built trusted executive relationships, driven customer retention and growth, and partnered with cross-functional teams to solve complex business challenges that improve customer outcomes. My background spans enterprise SaaS, technology, regulatory intelligence, eCommerce, and infrastructure services. I've worked with Fortune 500 companies, healthcare systems, universities, commercial real estate organizations, and global technology leaders, consistently serving as a trusted advisor focused on long-term success rather than transactional sales. Most recently, I serve as a Client Services Manager with StructureCare, partnering with healthcare systems, universities, commercial real estate owners, and facility leaders throughout the Carolinas to develop long-term asset management strategies for critical parking infrastructure. Working alongside engineers, project managers, and executive stakeholders, I help clients reduce risk, improve operational predictability, and make informed capital planning decisions through a consultative, relationship-first approach. Prior to StructureCare, I spent nearly two decades building enterprise customer relationships at Lenovo, ChannelAdvisor (Rithum), and Vixio. During that time, I managed strategic accounts, led complex renewals and growth initiatives, collaborated across sales, product, marketing, and support teams, and helped customers achieve measurable business outcomes. I've had the opportunity to support organizations including HP, Dell, Lenovo, DraftKings, Caesars Entertainment, major sports leagues, and many other enterprise clients. What sets me apart is my ability to build trust, communicate with executive stakeholders, simplify complex challenges, and create long-term partnerships that deliver measurable value for both customers and the organizations I represent. Today, I'm excited about opportunities where I can leverage my experience in Customer Success, Strategic Account Management, Client Experience, and Relationship Management to help organizations deliver exceptional customer outcomes. I'm particularly interested in SaaS, healthcare, education, and mission-driven organizations where building lasting relationships and making a meaningful impact are central to success. 📍 Raleigh, NC | Open to Hybrid, Remote, and On-site Opportunities
As Client Services Manager for StructureCare’s Carolinas territory, I partner with healthcare systems, universities, commercial real estate organizations, municipalities, and property owners to help protect and extend the life of critical parking and structural assets. StructureCare is a national engineering, restoration, and maintenance organization specializing in proactive infrastructure preservation and long-term asset management. Our engineer-led approach combines technical expertise with practical implementation to help clients reduce risk, improve operational predictability, and make informed long-term maintenance decisions. In my role, I: • Develop strategic territory growth and client relationship initiatives across the Carolinas • Partner with facility leaders, engineers, and operational stakeholders to identify infrastructure preservation opportunities • Translate technical findings and condition assessments into practical maintenance and restoration strategies • Collaborate cross-functionally with engineering and operations teams to support customized client solutions • Support long-term client retention through consultative problem solving, strategic planning, and proactive communication I’m passionate about building long-term partnerships and helping organizations preserve critical infrastructure investments through practical, client-focused solutions.
Drove enterprise SaaS revenue growth through strategic account management and consultative sales across major sports leagues, gaming operators, and global suppliers including DraftKings, BetMGM, Caesars Entertainment, Penn Entertainment (ESPN Bet), Aristocrat, IGT, and Konami. Partnered with operators, suppliers, law firms, and payments organizations to support regulatory intelligence, compliance initiatives, and long-term business growth within the rapidly evolving iGaming and sports betting industry. In this role, I: • Managed over 100 enterprise accounts while leading strategic renewal, retention, and account growth initiatives • Redesigned and implemented a new business management system that contributed to retention rates of 112% in 2022, 96% in 2023, and 102% in 2024 • Increased client investment growth year-over-year through consultative account planning and strategic relationship management • Raised first-year renewal rates from 60% to 89% through proactive client engagement and renewal strategy execution • Managed the renegotiation of more than 100 contracts annually, securing multiple multi-year agreements including the highest-value contract in company history totaling $470K+ • Achieved a 233% revenue increase with a key global supplier, growing the account from $41K to $136K+ over two years • Mentored and supported the advancement of a Client Success Manager into Senior CSM and later Junior Account Manager, contributing to recognition as the company’s top-performing CSM • Managed regulatory relationships with government agencies and collaborated with gaming operators and suppliers to support compliance, certification, and market expansion initiatives Consistently ranked among the company’s top performers in strategic account management, client retention, and business development initiatives.
Drove revenue growth through strategic sales of Gambling Compliance SaaS solutions while managing enterprise relationships across major sports leagues, gaming operators, and global suppliers including DraftKings, BetMGM, Caesars Entertainment, Penn Entertainment (ESPN Bet), Aristocrat, IGT, and Konami.
Managed enterprise SaaS relationships supporting major global brands across Amazon, eBay, Walmart, and Target marketplaces, including HP, Lenovo, and Dell. Partnered with clients to drive marketplace growth, improve operational performance, and support long-term digital commerce strategies through ChannelAdvisor’s eCommerce platform and managed services solutions. In this role, I: • Managed enterprise accounts with annual values ranging from $500K to $1M within the consumer electronics sector • Developed strategic account plans focused on client retention, software adoption, and long-term account expansion • Increased subscription revenue through consultative upselling of digital marketing services and Amazon Ads initiatives • Served as a strategic advisor to clients by providing marketplace insights, product training, and operational recommendations • Guided enterprise client conversations focused on business objectives, operational challenges, and long-term account growth • Collaborated cross-functionally with sales, support, and product teams to improve client outcomes and platform utilization • Functioned as category lead in consumer electronics, delivering industry expertise and marketplace best practices to enterprise clients Recognized with President’s Club awards in 2019 and 2020 for achieving exceptionally high client renewal rates of 91% and 93%.
Managed enterprise SaaS relationships across Amazon, eBay, Walmart, and Target marketplaces, supporting strategic account growth, renewals, and digital commerce initiatives for major brands including HP, Lenovo, and Dell.