Pensacola, Florida, United States
Director of Client Services and Customer Success leader with 15+ years building the lifecycle systems, onboarding, QBRs, KPI frameworks, escalation playbooks, that turn complex enterprise portfolios into measurable, renewal-ready outcomes. I own the corporate liaison function between Sales, clients, and Tech/Support across ~175 dealer partner programs in a hybrid SaaS and Managed Services model. My focus is simple: make performance practical and measurable. I help clients and internal teams align around the KPIs that matter most, qualified leads generated, with website and inventory traffic and visibility as supporting signals, then translate those signals into clear next actions, consistent operating rhythm, and renewal-ready value. What I do: - Lead Customer Success and Client Services operations across complex, multi-stakeholder accounts - Build scalable systems: onboarding, playbooks, enablement, success plans, and feedback loops - Drive operational rigor across pacing, reporting, forecasting, and account health - Lead executive QBRs that translate performance signals into ROI narratives and clear next-quarter actions - Partner cross-functionally with Sales, Product, and Data/Analytics to turn customer insights into improvements and growth plans - Build production AI workflow tools with Claude, OpenAI, and n8n to streamline delivery, reporting, and operating cadence across complex multi-stakeholder accounts Over the past decade, I've supported enterprise customers, including luxury retailers, automotive OEMs, and growth-stage teams, by simplifying complex workflows and turning performance data into confident decisions. Increasingly, my focus is the practical application of AI to Customer Success operations: workflow automation, executive-level AI adoption strategy, and the operating systems that make AI deployment stick rather than stall.
• Lead client services and customer success operations as the corporate liaison between Sales, dealer clients, and Tech/Support—owning escalations, alignment, and outcomes across ~175 dealer partner programs. • Drive a platform-led customer value motion focused on what clients measure most: leads generated from the marketplace, and secondarily website/inventory traffic and visibility. • Build and scale onboarding frameworks, playbooks, and enablement processes that support both managed-services delivery and software-supported client engagements. • Establish operating rigor across pacing, reporting, forecasting, and account health, improving predictability, renewal readiness, and long-term retention. • Partner cross-functionally with Sales, Product, Data/Analytics, and Marketing to translate performance signals into clear recommendations, roadmap feedback, and account growth plans. • Leverage AI-enabled workflows and automation to streamline delivery, increase performance visibility, and elevate the customer experience across complex multi-stakeholder accounts.
Collaborate with the Executive Vice President of Sales on the ideation, implementation, and execution of client success and business development strategies. Function as Executive Corporate Liaison for Clients, Sales staff, and Web Development department. Responsibilities include: Managing all technical Client/Sales issues for all Autos, Homes, and Boat websites. Dealer/Agent profile management and inventory feed process implementation. Generate statistical performance reports for all websites, profiles, listings, and campaigns via Google Analytics. Manage content and digital marketing on the company LinkedIn page. Create and deliver paid social media campaigns on Facebook and Instagram.
Managed and maintained Internet customer sales and follow-up. Updated dealer website, including pricing, specials, and layout. Provided customers with vehicle and program information, scheduled appointments, and coordinated with finance and sales departments.
Assist with management of seven (7) dealer locations. Supervise and train sales and management staff. Manage inventory, including tracking inter-dealer transfers. Set corporate pricing for pre-owned inventory. Establish best practices for online marketing. Photograph cars and write corresponding summaries for posting on dealer website, Autotrader, Craigslist, etc. Assist with vehicle certifications. Maintain lists for all sales on OVE, Openlane, and Smart Auction.
Managed and maintained Internet customer sales. Provided customers with vehicle and program information, scheduled appointments, coordinated with finance department, and delivered vehicles.
Assisted with the design and development of software programs to create web-based solutions for consistency and accuracy across all dealers’ sales. Provided training and assisted with in-house implementation for dealerships and sales teams.