Atlanta Metropolitan Area
I am a transformation-driven executive with a career spanning marketing, business development, sales, strategic account management, and client success leadership. This cross-functional foundation gives me a deep understanding of customer value, buyer behavior, and the operational rigor required to deliver consistently at scale — especially in high-stakes, enterprise environments. I specialize in building and modernizing customer-facing organizations. Most recently, I led an end-to-end redesign of Client Success programs, driving a 7.6% improvement in Gross Dollar Retention, a 150 bps lift in Net Dollar Retention, and 101% attainment of EBITA target — while cutting team workload 15% through AI-enabled automation and a Gainsight rollout, and securing $2.7M in combined budget and strategic investment to upgrade leadership talent and expand delivery capacity. Prior to that, I led additional global transformation initiatives, including building a Sales Engineering function from 4 reactive engineers into a 15-person proactive organization, and launching the company's first Global Renewals Program from the ground up. I thrive in moments of change — aligning strategy, talent, process, and technology to drive measurable outcomes. I am a hands-on leader known for speaking up when something isn't working and rolling up my sleeves alongside the team to fix it. My passion is turning complexity into clarity and helping organizations — and people — perform at their best.
• Produced a 7.6% improvement in GDR and finished at 101% of EBITA target by leading a Global Client Success transformation in 2025. • Drove a 150 bps swing in Net Dollar Retention (NDR) in Q1 2026 by refreshing the QBR Program to focus on proactive engagement and lifecycle optimization. • Surfaced at-risk signals 90-120 days earlier for strategic accounts by establishing a joint Sales-Services review process that routed early warning signs to leadership before they became revenue losses. • Executed a top-grading talent strategy, securing $1M in incremental budget to elevate leadership capability, upgrade team performance, and build a high-impact Client Success organization. • Secured $1.7M in strategic investment to expand delivery capacity, modernize Client Success operations, and support scalable growth. • Reduced SMB workload 15% in 6 months by launching Gainsight and AI-enabled workflows that automated SMB engagement and renewal processes — improving product adoption and customer health visibility. • Rebuilt the Managed Services offering into a tiered, multi-SKU portfolio with defined SOWs and migration paths, aligning delivery models to customer maturity and growth potential. • Led executive response to the company’s first enterprise-wide outage in 25 years while establishing cross-functional communications governance to strengthen customer trust and change adoption.
• Lead collaborative efforts with internal & external stakeholders to define the strategic direction, goals and objectives of the newly-formed Global renewals Program. • Leveraged insights from cross-departmental business reviews to shape program strategy • Ensured clarity in roles and responsibilities across departments, fostering a cohesive approach to maximizing revenue retention and growth while keeping the customer at the forefront of our actions • Executive Sponsor for the development & implementation of Salesforce’s Renewal Module working with Revenue Operations and Business intelligence teams to maximize process automation and data analysis • Collaborated with executive leadership to define KPIs and risk metrics to effectively manage daily operations and identify trends and potential deviations from program objectives. • 9 months from program start date, saw a 20% increase in multi-year contracts, renegotiated 28 MSAs with top strategic clients, automated 62% of manual outreach tasks for SMB clients and tracked $3.5M in salvaged ARR (in Q4 only) • Consolidated 2 Sales Engineering programs into a single Global Program where team collaborates cross-departmentally based on strengths, customer need & product interest
- Acquired by CommerceHub (now Rithum) - Expanded the success achieved in the US region by establishing and leading a cohesive Global Sales Engineering Department. - Spearheaded a comprehensive account review initiative, facilitating Sales Engineers in analyzing existing customer accounts, refining their presentations, and collaborating with service leaders to ensure the optimum health of our customer relationships. - Pioneered a product feedback loop by appointing Subject Matter Experts (SMEs) at each product level. - Collected both quantitative and qualitative sales feedback, presented findings directly to the product team, and collaborated closely with marketing and product marketing to enhance new product releases and enablement. - Implemented a Global Career Pathing program, introducing distinct tracks for management and subject matter expertise. Developed job leveling structures to expedite career progression and established transparent indicators for promotion.
- Revitalized an under-developed Sales Engineering organization characterized by reactivity, disjointedness, and risk aversion. - Engineered a tightly integrated partnered selling approach within 18 months, with Sales Engineers actively contributing to sales strategy, enablement, and pursuing pipeline generating opportunities alongside Sales Managers. - Cultivated a sense of urgency within the team through the implementation of a dynamic compensation structure encompassing quotas, a pathway to President's Club, and accelerators aligned with the QBSR organization. - Streamlined onboarding for new team members, reducing the onboarding period from 6 to 3 months. - Instituted a cross-departmental training and shadowing initiative to enhance Sales Engineers' customer consultation capabilities by providing firsthand experience in our customers' shoes. - Orchestrated the most successful Sales Kickoff Event (2020) in company history, featuring partner sponsorship opportunities, team-building activities, engaging training workshops, and appreciation events. Successfully repeated in 2021 as a virtual event. - Led the Sales Team's efforts in the acquisition of BlueBoard.io, now Brand Analytics. This included defining sales processes, technical scoping, sales enablement, and delivering comprehensive demo training. - Achieved 112% of quota in 2020 and maintained a strong performance with 98% of quota YTD in 2021.
As a ChannelAdvisor platform expert and e-commerce consultant, I am responsible for helping to support a growing team of Sales Executives with the selling tools, strategy, and support to obtain qualified, long term e-commerce clients. I assist with product demonstrations, perform opportunity analyses, and collaborate with Sales Executives on sales strategy to determine the best way to establish the value our software and services can provide for prospective clients. Most importantly my goal is to ensure there are no technical road blocks when integrating our system into a retailer's current process. I provide work flow processes to make our solution a part of their overall e-commerce ecosystem. As the liaison between Sales and Product Management and our Services Team, I work collaboratively with these inter-departmental teams to drive the development of software functionality and customer satisfaction.
• Guided the transition of the services team during the acquisition of HubLogix by ChannelAdvisor (Now Rithum) • Responsible for all operational aspects of the business, including support, account management, business development, and vendor relationships • Lead effort to map out sales lifecycle from inbound lead through business validation, technical validation, to closed-won opportunity leveraging Salesforce.com, proprietary accounting system, and the HubLogix platform. • Built and implemented structured onboarding process to effectively and efficiently move new customers through implementation and training of platform to adoption and optimization • Established expansion revenue program to optimize revenue while building and maintaining relationships in existing customer base • Led the research, investigation, and delivery of solutions to customer issues including end user questions and problems about usability and results, as well as IT issues related to installation, infrastructure, and performance.
- Established the Professional Services Division, achieving a remarkable 120% revenue growth in the inaugural year. - Founded and led the Onboarding Team from inception, enhancing efficiency in new customer training and configuration processes while preserving a personalized and interactive customer experience. - Implemented an internal process book, comprehensively detailing aspects from new employee training and support call handling to distinguishing billable versus non-billable services. Also, outlined procedures for identifying and engaging account managers. - Directed the support staff towards prioritizing customer satisfaction and instituted a case schedule to optimize coverage for our international customer base. - Formulated and tracked support metrics on a monthly basis, providing insightful analysis to the Executive Team for areas of concern and improvement. - Developed an outage and change management policy for the product and engineering team, ensuring consistency in customer communication and defining timelines for infrastructural changes. - Established a comprehensive team bonus plan, growth plan, and career path opportunities, complete with requirements and educational opportunities, fostering employee contribution and professional development.
• Planned and executed on a $500,000 annual marketing budget including enablement, lead generation, awareness and sales incentive programs and grew to over $1.5M in just 2 years (200% growth) • Proactively managed and evolved the Software Value Incentive program leading to 210% YOY growth • Responsible for $165M revenue target, 2nd largest vendor at Softchoice • Increased System X profitability by 200 basis points in just 6 months and grew IBM to Softchoice North American Partner of the Year (2 in 2000+ vendors) • Secured a $70,000 investment from IBM, the first fully-funded IBM investment in Softchoice History