Atlanta, Georgia, United States
Customer-focused SaaS professional with 5+ years of experience owning the full customer lifecycle CML & Mid-Market accounts. Proven ability to increase adoption, solve complex issues, support renewals, and drive expansion through trust based relationship management. Strong background across transportation, non-profit, government, and entertainment/leisure verticals.
- Own a blended book of mid-market accounts managing existing relationships while onboarding net new customers from inbound pipeline - Act as quarterback on every deal: scoping customer requirements, pulling in industry specific implementation partners for technical demos, and orchestrating full solutions tailored to each account - Quarterly quota attainment: Q2 110% - Driving adoption and long term retention by aligning Monday.com's product capabilities to each customer's operational goals post sale - Serve as primary point of contact across the full customer lifecycle — from discovery through onboarding, training, adoption, expansion, and renewal
- Owned a book of 75 mid market accounts; consistently exceeded quota and driving adoption cross departmentally - Managed full cycle motion across mid market accounts in restaurants, ecommerce, nonprofit, and entertainment verticals - Owned post sale relationships, onboarding and training with post sale ownership. - Sold Mailchimp into Intuit's existing book of IES customers, representing 45% of total ACV. - Served as internal customer advocate, improving alignment between Sales, Product, and CS in a rapidly evolving product environment
- Managed a blended book of existing customers and net new accounts ($40k - 120K ACV) owing onboarding, adoption, renewal support, and long term success of the customer post sale. - Led account setup, early training, workflow mapping, and troubleshooting to ensure smooth adoption and help customers hit their operational and safety goals. - Partnered with renewal reps & managers on ~20 renewal cycles and directly closed several myself, including saving a high risk churn account by coordinating Finance, Operations and Safety teams, resolving hardware/support issues, and securing the renewal plus expansion. - Drove 107% average quota attainment, with 30 - 50% of ACV generated through cross-sells and expansions
- Qualified ENT, MM & SMB accounts across transportation, public sectors and private verticals. - Built early rapport with prospects/accounts contributing to a smooth hand off to appropriate AEs - Consistently exceeded meeting targets both inbound & outbound. - Multiple SPIFFS won, average ADR monthly attainment 125%.
Providing contracting services in the DoD and private sectors.
• Investigated police misconduct complaints filed against the Metropolitan Police Department and the D.C. Housing Authority varying from harassment to excessive force • Assisted in officer, witness, and complainant interviews as well as in recommendation in either dismissal or disciplinary actions of cases • Wrote reports, summaries, and memorandums as well as requested and analyzed appropriate documents to help build cases and to meet investigation deadlines in a timely manner • Conducted open source intelligence on "Unite The Right" protest group in preparation for their 2018 protest in order to strengthen OPC’s monitoring strategies • Went into the field to conduct interviews and document photographs to help build cases • Utilized strong analytical skills daily with investigations in collaboration with supervisors and other investigators • Frequently used Microsoft Office applications such as Word and Excel • Successfully learned and utilized the software system IAPro to meet all investigation deadlines