Dallas-Fort Worth Metroplex
Customer Success leader with 10+ years of experience driving customer retention, product adoption, onboarding, digital transformation, and revenue expansion across SaaS, analytics, and enterprise technology portfolios. Proven track record of managing complex commercial and enterprise accounts, building executive relationships, leading escalations, and delivering measurable business value through automation, process optimization, and strong customer lifecycle governance. Adept at translating technical capabilities into business outcomes for stakeholders across Sales, Product, Support, Finance, Marketing, and Customer Operations.KEY SKILLS:• Customer Success Strategy & Planning• Communicating Value & ROI• Customer Relationship Management• Professional Services Delivery• Gross Retention and Net Retention• Customer Lifecycle Management• Customer Loyalty• Business Review Presentation (EBRs, MBRSs, QBRs)• Project Management• Analytical Problem-Solving INDUSTRY EXPERTISE:SaaS | Salesforce | QA Automation | Public Sector | Healthcare | Finance | Multifamily Property ManagementTECHNOLOGIES & TOOLS:Salesforce | Tableau | MS Suite (Excel, PowerPoint, Word, Outlook) | Google Workspace | Google Looker Studio
Provar is the leading automated, no-code Salesforce testing tool delivering benefits of testing while avoiding many of the pitfalls of other testing tools
• Presented 40+ QBRs to executives and teams help measure, prioritize, and improve business performance • Analyzed benchmark and KPI data for 35+ clients and developed strategies to drive client success • Drove post-sales engagements to accelerate utilization and platform adoption during client onboarding
• Cultivated and managed relationships with 35+ clients, ensuring a valuable service and product experience • Accomplished a 100% retention rate with all assigned client accounts • Overcame challenges and drove critical priorites of a top client, raising CSAT / NPS from a 6 to 10
A family-owned business that specializes in making kimchi (a staple food in Korean cuisine). • Managed relationships with customers and ensured quality and on-time delivery of products • Collaborated with a team of two project managers to align product and go-to market strategies • Prioritized team work streams to scope and scheduled short-term and long-term initiatives
• Mentored a team of 13 responsible for driving customer loyalty and expanding client accounts by growing renewals and uncovering business opportunities • Partnered with sales and product management teams to launch a Capital Spend Management Solution and secured 20+ accounts in less than 1 year • Partnered with leadership and analytics teams to implement and evolve KPIs and success metrics • Oversaw the revamp of end-user training and documentation and created a unified experience across a suite of spend management solutions
• Managed an avg. portfolio of 10 key enterprise accounts and consistently achieved a 100% retention rate • Presented 40+ QBRs for key accounts to drive client retention and consistently realize high ROI • Acted as a product expert and secured, onboarded, and managed the first pilot client of a novel product • Led an RFP and renewed a top 5 account by identifying cost savings and process efficiency opportunities • Worked closely with 5 peers in Product Management and User Experience teams to gather needs, accommodate usability studies, and pilot beta features for Spend Management Solutions
• Partnered with 10+ Account Managers to build and execute components of the Client Success Plan • Collaborated with Account Management, QA, and Solution Consultants to help deploy, test, and implement new customer environments. • Acted as a superuser for the team and also validated customer accounts, contracts, and orders in Salesforce