Dallas-Fort Worth Metroplex
Experienced Customer Success Manager in the application observability and developer experience space. In my time as a Customer Success Manager I have held accounts in both the large enterprise space and the mid-market level. In my current role at Sourcegraph I manage an Enterprise book of business focused on revenue retention and expansion across key accounts. I pride myself on being a team player, and developing strong relationships with my customer stakeholders and users, as well as my internal partners to help drive positive business outcomes for our customers.
-Responsible for a mix of technical customer success and commercial account management activities for Enterprise customers -Generated over $2.1m of of NACV within existing customer accounts
-Founding team member of the scaled customer success team at Grafana, responsible for servicing 600+ accounts, $22 million ARR -Produced scalable and customized onboarding paths for new customers reducing time to activation by 41% -Launched customer usage alert playbooks that proactively tracked & identified potential risk and expansion opportunities -Generated over $500k of closed NACV within 6 months rolling out of programmatic customer usage alerts playbooks -Created customer utilization dashboard to scale delivery of key data points and value return for executive business reviews
-Responsible for managing and renewing ~30 mid-market and enterprise accounts with total ARR of $6+ million -Generated $4.8 million of closed NACV within existing customer accounts via new product adoption -Onboarded new customers to Grafana Enterprise and Cloud platforms and quickly drive product adoption and usage -Established regular cadence with technical stakeholders to build out and execute shared success plans -Partnered with Sales and Marketing teams to coordinate Grafana Days with key accounts to expand existing footprint
-Manage 20 strategic accounts across the Colorado/Utah territories -Work with technical stakeholders and executive buyers to define customer vision, objectives and KPI's for success -Collaborate with Sales, Education, Support, Services teams to onboard and enable new and existing clients
-Managed commercial level accounts in the Southeast region -Responsible for contract renewal and retention of existing customers -Execute health checks with existing customers to understand how they use AppDynamics and ways to improve -Partner with account executives to find new opportunities within accounts -Subject matter expert for clients regarding their licenses, contract rights, and deal structuring
-Responsible for sourcing new business meetings and opportunities for Commercial, Territory, and Field Sales Reps -Partner with sales reps to foster expansion opportunities within their accounts through outbound and inbound prospecting -Establish strong relationships with prospective customers as the first point of contact -Lead discovery meetings with prospects to understand current problems and pain within their business-critical applications -Sourced 12 new logos and $1.5 million in total closed business
Coordinated recruiting visits for prospective athletes Assisted with administrative duties such as lodging and transportation Performed post-match video analysis and performance reviews with players and coaches
Assisted in verifying sample support provided by the client Tested the operating effectiveness of process controls Updated and completed work papers for engagement teams