San Jose, California, United States
I have over 12 years of experience in customer success, project management, and recruitment where I received multiple awards for my performance and relationships. My passion is to translate data into action and deliver value for our customers and their users. I enjoy building deep and lasting customer relationships, proactively managing internal and external teams, and implementing best practices and processes for SaaS products. I also love mentoring others and helping them achieve their potential and beyond. My goal is to be an agent of positive change and have fun while creating success
For security teams charged with defending hybrid and multi-cloud environments, Semperis ensures the integrity and availability of critical enterprise directory services at every step in the cyber kill chain and cuts recovery time by 90%. Purpose-built for securing hybrid Active Directory environments, Semperis' patented technology protects over 50 million identities from cyberattacks, data breaches, and operational errors. The world's leading organizations trust Semperis to spot directory vulnerabilities, intercept cyberattacks in progress, and quickly recover from ransomware and other data integrity emergencies.
Customer Success Coach for the Catalyst Coaching Corner, an application-based program that pairs folks who are looking to break into CS or elevate their CS career with experienced industry leaders for monthly coaching sessions
In a player-coach role, I manage all segments of the Customer Success team and personally partner with some of our largest Strategic customers. My key focus is on building CS programs (internally and externally), process improvement, coaching, operations and change management. I drive the team to ensure customer lifetime value by aligning solutions with strategic goals. Key Accomplishments include: Creating segmentation for the team leading to a better engagment model; Decreased churn by 52% YoY in my first year in the role. Consistently met and exceeded expansion targets for the first two years running the organization. Created internal processes which were then productized and available to all customers to leverage.
In a player-coach role, I manage the Enterprise Customer Success team and personally partner with some of our largest Enterprise customers.
At Totango my goal is to ensure customer lifetime value. I do this by understanding my customer’s strategic goals and implementing successful solution(s). This involves configuring our product to drive key processes, linking the changes in business metrics (KPIs) to a scorecard, and ultimately driving major business outcomes. As a SR CSM I am responsible for the client relationship from implementation to renewal. I become a trusted partner to my clients by understanding what value is to them and helping them achieve it both with Totango and their clients. I partner with the Customer Success Engineers to drive the initial implementation as well as new and ongoing integrations. I work closely with Marketing to build case studies and provide webinar content and speakers. As part of my role I educate on industry developments and implement new functionalities, best practices and processes.
As a Strategic Recruitment Product Consultant I’m a trusted advisor that guides LinkedIn’s strategic customers to achieve success through LinkedIn’s Talent Solutions Platform. I’m responsible for partnering with some of today’s biggest Talent Acquisition leaders including: Adobe, Adidas Group, Apple, Chevron, CH2M Hill, NetApp, VMware and Wells Fargo. My responsibilities include implementing LinkedIn solutions and technologies, transforming recruiting processes and amplifying employment brands on the world’s largest professional network. I actively collaborate with TA Leaders to understand their talent acquisition objectives while providing LinkedIn insights and solutions that help drive my client’s recruiting objectives. Key accomplishments in this role have included: on-boarding over 75 new recruitment product consultants and customer education specialists for LinkedIn’s Global Product Consulting organization ensuring employee success, optimizing job wrapping for clients that had been underutilizing their LinkedIn investments, supporting over 20 clients for LinkedIn’s Global Accounts in the North America West region and playing a key role in the development and launch of LinkedIn’s “LinkedIn Certified Professional – Recruiter” certification program.
I am a trusted adviser to LinkedIn's largest enterprise customers to help them to achieve success with LinkedIn products and maximize their return on investment. Working in close partnership with LinkedIn's Relationship Managers and account teams to identify a client's recruiting challenges and put in place a change management plan which incorporates new processes and best practices designed to improve their measurable success. By providing an interactive learning environment Recruiter users will go beyond the how-to and become expert LinkedIn Recruiter users and brand ambassadors to enable them to find the best passive and active talent for their organization.
While holding the position of Engagement Trainer/Coordinator, I was responsible for educating LinkedIn’s clients on the value of LinkedIn’s Talent Solutions and services. This role included on-boarding users, consulting on features/product capabilities, managing LinkedIn’s eLearning curriculum, creating Instructor Lead Training (ILT) collateral and developing educational content used for LinkedIn’s Talent Solutions website. Created and continuously improved the new hire onboarding program for LinkedIn Corporate Solutions team. Managed department intern.