United States
“your success = your customer’s success” ethos Accomplishments: >> Supported the largest customer in Tines history (by $ARR) + 2x expansion within my first year. >> Using AI tools, including Tines Workbench, to take actions like producing reports, creating analyses, and writing code to support my customers. >> Maintained 95%+ retention for strategic accounts at New Relic; ACR totaling $20-$30 million. >> Drove a customer’s platform consumption growth from 30% to 96% of subscription in 4 months. >> Created a blog and led effort to align customer business goals with key performance indicators during QBR/EBRs to drive business value such as increased revenue, reduced cost or reduced risk. >> Utilized dashboards and consumption/account maturity analyses to target outreach and other efforts which supported average account growth of 5-10%. >> Within first few months as CSM, secured renewal with ~40% increase in monthly recurring revenue >> Developed a customer success solution enabling a large telecom provider to capture customer “health”, reduce churn (~1-2%) and improve CSAT. >> Led business process improvement and change management projects at a large credit union that resulted in a 71% reduction in the time needed to open a customer account. >> Grew Public Sector federal market 1500% in 3 months, with $4million+ in Salesforce services pipeline, including sales enablement for channel partners. >> As team lead or individual contributor on IBM consulting projects, with billable utilization +90% Industries: Financial services / banking, healthcare, biotech, pharmaceuticals, telcom, travel, digital media, manufacturing , consumer products / retail, energy, government, and member organizations. Select Customers: Capital One, Epic Games, Home Depot, Cigna, Asurion, Red Ventures, T Rowe Price, Stride Specialties: >> Certified in: New Relic, Certified Success Manager (SuccessHackers), Salesforce.com Sales Cloud and Cloud Admin, ITIL v3, Green Business Environmental Specialist >> Learning and/or used: Openai ChatGPT, New Relic, Snowflake, DevSecOps, SRE, Salesforce - Lightning Experience, Service / Marketing / Sales Clouds, FSL; AWS Cloud, Slack, Okta, Agile, SugarCRM, Big Data, Kubernetes, Cybersecurity /CISSP, Design Thinking, ServiceNow, Cloud / SaaS, BI, Artificial Intelligence- AI, IoT, SAP Success Factors, Tableau, G Suite, IT Ops, Atlassian / JIRA, Citrix, Hubspot, Microsoft Azure Cloud and Modern Workplace, Adobe, Workday, Gainsight, Asana, Github, Docker, Zendesk, Zoom, Terraform, Splunk, Kafka, Eco(systems) value platform, MS Office, Aha! Vitally
• Maintaining 108% Net Dollar Retention (renewal) rate for enterprise customers that I support. • Supported the onboarding and expansion of the largest customer account in Tines history. • Partnering with customers to accelerate their intelligent workflow maturity.
• Maintained renewal rate of over 95% for covered enterprise accounts, with total ARR value over $9 million. • Recognized by management as “Rising Star” for accomplishments within first 3 months at New Relic. • Achieved NR Certified Performance Pro designation/certification, industry recognized badge.
As the "voice of the customer" for FranConnect clients, I was responsible for the following: • Within first 5 months on the job, secured renewal with nearly 40% increase in monthly recurring revenue. • Upsold training services to client on initial customer advocacy call, within first 15 days on the job. • Retained ownership and accountability for driving user and platform adoption, identifying customer growth opportunities and managing retention within assigned accounts.
• Grew Public Sector federal government practice 1500% in 3 months, with over $4M in pipeline, far exceeding Managing Director expectations. • Created account list from nothing, producing over 70 net new sales channel relationships within 4 months in Enterprise Business Unit for retail, industrial products, healthcare, life sciences/pharmaceuticals, and insurance accounts. • Initiated technology (Salesforce ecosystem) and service alliance partner relationships, enabling go-to-market efforts in multiple new logo pursuits. • Utilized Salesforce and related tools (Altify, Cirrus Insights, Eloqua) for account, opportunity and lead management, reporting/analysis, marketing and collaboration. Story: For one pursuit, the customer had some specific requirements that were beyond the capabilities of Bluewolf alone. Because of my strong network and experience with ITIL, I was able to rapidly identify and engage multiple partners to collaborate on the RFP response.
• Managed cross-functional teams through all aspects of software delivery lifecycle driving customer success, particularly discovery, design (Agile stories, use cases), quality assurance (SIT / UAT / integration test plans, test cases and test cycle reports), and delivery excellence by asking “Why?”, including risk and mitigation measures. • Chosen for “tiger teams”, dealing with urgent customer concerns and reporting to senior management when projects faced challenges which could have impacted customer success and ability for IBM team to secure license renewals, using root cause analysis techniques such as “5 Whys” to identify true reason for problems and challenges. • Developed customer success solution enabling telecom provider to capture customer experience moments of truth, and triggers designed to help Sprint proactively engage with the customer to improve CSAT and reduce churn by 1-2%. • Led and contributed to business development pursuits for IBM services totaling over $5M in value, working with executives and subject matter experts across business lines and partner relationships for bid / RFP responses.