Miami-Fort Lauderdale Area
As a Client Success Manager at Medallia, I am passionate about helping businesses unlock the full potential of their customer and employee experience programs. Over the past three years, I’ve partnered with clients across retail, financial services, manufacturing, and hospitality to align Medallia’s powerful tools with their unique goals, delivering measurable value and driving program growth. My role centers on advocacy and collaboration. I connect clients with Medallia’s network of experts, share best practices, and provide strategic insights to ensure success. By aligning our teams to your business objectives, I empower organizations to confidently articulate their wins and maximize the impact of their investments. Whether it’s facilitating connections with industry peers or identifying untapped growth opportunities, I’m here to keep programs moving forward. Prior to Medallia, I spent 12 years with Apple, advising third-party partners on enhancing the Apple customer experience. My work included consulting directly with customers to assess and meet their technology needs, testing and scaling pilot programs, and developing actionable business plans. During the pandemic, I pivoted to operational management, designing databases to enable remote workforce management and ensuring field teams maintained productivity and cohesion. With a background spanning technology consulting, program strategy, and data-driven decision-making, I bring a unique combination of skills to the table. Whether it's driving customer experience transformation or navigating operational challenges, I thrive at the intersection of innovation and collaboration. Let’s connect to discuss how we can elevate customer experiences together!
Client Success Manager owning a portfolio of 14 enterprise CX programs representing ~$14.3M in ARR ($12.4M software, $1.9M recurring managed services). I serve as the primary strategic and executive point of contact, responsible for account strategy, health, retention, and value realization. I partner with business leaders across Sales, Marketing, Operations, and IT to connect Medallia adoption to measurable outcomes. This includes building mutual value plans, leading “Get to Green” action plans for at-risk accounts, and driving renewal strategy and forecasting 10–12 months ahead of contract events. Recent results include saving five high-risk enterprise customers (including one in bankruptcy), outperforming company GRR by 10 percentage points and NRR by 5 percentage points, and securing an early renewal for a major at-risk customer. I orchestrate cross-functional teams (Sales, Professional Services, Support, Product, Finance, Partners, and IT) to optimize implementations, resolve escalations, and ensure programs deliver to scope, budget, and quality. I facilitate solution health reviews and technical working sessions with admins and IT to improve configuration, data integrity, and integrations, and I deliver value-centric executive business reviews that tie experience metrics to financial impact and investment decisions. Beyond my individual portfolio, I’m a founding member of Medallia’s CSM AI Steering Committee and received the Mega Medallian Award for Innovation in 2025. I designed Highspot-powered client success portals and generative AI workflows (for business reviews, earnings call analysis, and success plan drafts) that have been adopted by the broader CSM org. I also mentor new CSMs, sharing workflows, tools, and practical tips that accelerate ramp and drive consistency across the team.
I analyzed sales trends, identified areas of opportunity, and created and executed a business plan for my account.
I managed a team of field employees as we tested a new pilot program with our channel partners. I tracked metrics, presented status updates to stakeholders, and coached the team on solution selling and partner alignment.
Created and maintained a spreadsheet database to track equipment and employee health and safety status changes for over 700 Channel field employees working from home across multiple programs. Developed risk assessments that ultimately lead to the creation of a new virtual program within the Channel Partner org.