Greater Boston
Throughout my professional journey as a Customer Success leader, I have been driven by the belief that customer satisfaction and empowered employees are the cornerstones of any successful business. With over a decade of experience in the technology/SaaS industry, I have had the privilege of guiding diverse teams, nurturing strong client relationships and implementing customer-centric strategies that have consistently exceeded expectations.
Lead the North America CS team of seven covering over 1,000 accounts across all customer segments Created and executed the global customer success strategy from point of sale through renewal for $20 million dollars in ARR Partnered on cross-functional initiatives such as rules of engagement, professional services packages & pricing, an enhanced product feedback loop & NPS process, integration management and overall operational effectiveness Act as executive sponsor for strategic level accounts and support the team in the creation of account plans to drive adoption & growth for our Ideal Customer Profile (ICPs) Re-launched the Digital (self service) Success program to deliver a self serve model for lower tier customers Directly reporting to the CEO
Managed a team of five CSMs across all customer segments totaling over seven million in ARR Exceeded gross and net retention targets multiple quarters: 121% to gross retention goal and 225% upsell attainment in Q1 22, 100% gross retention attainment in Q2 22, 106% to gross retention goal in Q3 22 & 104% to regional retention goal in Q1 23 Hired, trained & promoted across the global CS org; established the companies new remote employee onboarding process Demonstrated exceptional leadership skills, as evidence by receiving a 100% overall management effectiveness rating via CultureAmp, surpassing the companies average by 15% higher than the company overall average with inclusion, coaching, caring as leading attributes Launched a global 3-tier account service model to better segment the customer base across our CSMs to allow for greater coverage, scale and focus Designed customer journeys for all segments from onboarding and implementation to adoption & scale, ensuring consistent touchpoints and experience throughout the customer lifecycle Unified global customer success best practices by creating: a standardized playbook, account planning documentation, marketing materials and risk mitigation processes Drove CSP (ChurnZero) utilization to deploy proactive plays across the customer base, track usage and to predict overall customer health Founded Renewal Council; a weekly session with C-level executives and other stakeholders to strategize on high dollar and at risk customers
Managed 30 enterprise customers totaling nearly $3M in total recurring revenue comprised of mostly fortune 500 companies Drove consistent revenue retention and growth achieving over 100% gross & net retention targets Built out the strategic customer segment focusing on providing key customers white glove service from onboarding & implementation, training, exec sponsorship and project management Leveraged data, best practices and market insight to present EBRs to senior executives to showcase value drivers of the tool and overall ROI
Strategically supported all customer relationships from point of sale through renewal negotiations, responsible for a total revenue of nearly three million dollars Responsible for the largest expansion in company history of a fortune 100 financial company from 30k annually to 2.5m over the course of two years Managed Account Manager and one Project Manager who supported day-to-day client needs Partnered with clients to set KPIs, implement software, train users and offer best practices to optimize adoption Worked cross-functionally with business development, sales, product & finance teams to continuously improve our client engagement processes and product offering Generated reports for the Board of Directors and executive team to help with revenue forecasting and identifying growth opportunities Promoted to Director of Client Services after 1 year
Vivoom is a Consumer Activation Platform empowering brands to turn their prospects and customers into a network of authentic influencers. Our solution complements a brand's existing marketing strategies to produce incremental sales, provide a better product experience and foster 1:1 relationships with customers. Vivoom is activating customers for Capital One, L’Oreal, Johnson & Johnson, Crayola, Clorox, Microsoft, Dr. Pepper, Univision, Maroon 5, Boston Celtics, and more.
Mentored four account managers through onboarding, product training sessions, deal strategy, pipe creation & forecasting, call shadowing, contract review and negotiations Managed Customer Success’ largest 20+ customers with ARR from onboarding through renewal Achieved the first 1-million-dollar quarter in the history of the company for Customer Success Conducted strategic quarterly business reviews for these top accounts which led to an average of 25% up and cross sell rate and a top personal quota achievement of 120% Rolled out company wide standard operating procedures such as play books, business reviews, renewal discussion decks, rules of engagement, customer touch points and overall account health audits & reports for the executive team Selected for the first ever Applause Leadership Committee Two Presidents Club Awards
Insight Global is a premier technology staffing services firm, ranked as one of the top 5 fastest growing staffing firms for 6 consecutive years and named the 6th largest IT staffing firm in America. Since our inception in 2001, we have experienced unprecedented growth within our industry. We have rapidly expanded from an Atlanta based start-up to one of the most successful IT staffing firms in America, with 34 offices nationwide and counting. Insight Global employs over 20,000 people each year in companies nationwide and currently boasts revenues over $900 Million. We plan to continue this growth trend by expanding to 50 offices nationwide, entering into industries such as Finance/Accounting, Administrative and Healthcare staffing, and ultimately going international. Insight Global’s focus on client relationships and rapid response time to inbound job requisitions generates unmatched client satisfaction and industry-leading placement times. Insight Global takes pride in finding the right candidate at the right time. Our greatest asset is our people, who are committed to open, frequent communication with our clients and our consultants. It is our ability to develop these professional and personal relationships that has led to our rapid growth. Staffing Industry Analysts- 2013 - 6th Largest IT Staffing Firm & 19th Largest Staffing Firm 2012 - 8th Largest IT Staffing Firm & 20th Largest Staffing Firm 2011 - #5 Fastest Growing & 9th Largest IT Staffing Firm 2010 - #2 Fastest Growing & 9th Largest IT Staffing Firm 2009 - #4 Fastest Growing & 14th Largest IT Staffing Firm 2008 - #4 Fastest Growing IT Staffing Firm 2007 - #1 Fastest Growing IT Staffing Firm 2006 - #1 Fastest Growing IT Staffing Firm