Leesburg, Virginia, United States
• Oversee a strategic customer portfolio valued at $86M TCV, spanning Service Provider, Enterprise, and Public Sector segments. • Spearheaded the development of an Automated Client Health Score, leveraging ChurnZero to improve customer insights and proactive engagement. • Launched a High Touch Customer Account Review Program, delivering measurable results that have been recognized by the Gigamon executive leadership team. • Played a key role in cross-functional initiatives, representing Customer Success across various interdepartmental projects. • Collaborated with leadership to optimize subscription adoption and enhance onboarding processes for high-value customers. • New hire mentoring, providing onboarding support and fostering team development. • Recognized with the Q3 2023 Gigamon Global Services Rockstar award, selected from 90 candidates for exceptional performance and impact.
• Managed $11M in annual subscription revenue across strategic Service Provider and Enterprise accounts. • Championed customer feedback and represented client interests in discussions with Product Management, Engineering, and other key stakeholders. • Led the team in 2019, providing direction and strategic oversight on high-priority accounts. • Co-authored and executed a Customer Success Playbook that introduced standardized processes, enhancing efficiency and consistency across the team. • Recognized with the "Top Customer Success Manager Award" in 2019. • Mentored new hires, improving onboarding efficiency and contributing to higher team performance. ________________________________________
• Managed a client base of 250 accounts, ensuring an 86% renewal rate in FY16, contributing $2.8M in revenue. • Delivered training to clients through a variety of mediums (online, in-person, classroom), driving product adoption and user engagement. • Actively contributed to the product roadmap by relaying customer feedback to Product Management, influencing feature development and bug fixes. • Awarded the 2012 "Trifecta" Award for achieving the highest renewal rate, upsell amount, and cross-sell amount in a single quarter. • Finalist for the 2016 Employee Recognition Award for Best Customer Service.
• Grew business by 10% through cross-departmental sales, building relationships with key decision-makers. • Provided thought leadership on staffing best practices, cost-saving strategies, and diversity initiatives.