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Work Background
AlgoliaDirector—CS Strategic Programs & Education
Jan. 2022 - Oct. 2023San Francisco, CaliforniaServes at the forefront of driving transformative initiatives aimed at elevating the company’s Customer Success (CS) organization while also building and supporting all customer education endeavors in an effort to realize product adoption. Holds responsibility for strategic program design and execution, education and technical enablement initiatives, performance management, cross-functional collaboration, and instructional design. • Built the Education team from the grassroots level; the team is charged with supporting 200 people. Aligned the goals of multiple teams, including Customer Success, Solutions, Professional Services, and Customer Support. • Leads, supervises, and mentors four direct reports in all day-to-day responsibilities.
• Liaises with senior leadership, technology thought leaders, and other key stakeholders when assessing project feasibility, balancing costs vs. benefits, prioritizing workflows, and executing innovative programs.
• Strategizes with Sales, Product, and Marketing teams in the facilitation of successful product adoption; results enable the launch and promotion of educational offerings designed to deliver seamless customer onboarding and boost brand awareness in the marketplace. • Architects impactful student and instructor materials inclusive of presentations, course outlines, background content, training resources, quizzes, and performance assessments. • Handled the migration of a Learning Management System to ensure synchronization with the company’s enterprise management strategy, authoring platforms, and organizational objectives.
Be Data LitFounder
Jan. 2021United StatesCAREER COACHING || EDUCATION || THOUGHT LEADERSHIP BeDataLit.com is a career coaching and education consultancy. I help individuals direction and discover their unique career path. Together, we explore your passions, strengths, talents, and interests. I work individuals at different stages of their career to amplify their voice and career confidence. Since our inception, we’ve collaborated with and promoted over 15 organizations, courses, and experts in the Data Literacy industry, written blog posts, produced podcasts and shared over 400 posts to a reach of 1000+ people across all platforms.
SalesforceSenior Manager—Customer Success
Jan. 2021 - Dec. 2022San Francisco, CaliforniaTasked with leading delivery best practices and influencing customer engagement approaches. Took full ownership of overseeing day-to-day operations of a six-member Customer Success team while providing training and fostering career development opportunities. Maintained a laser focus on enhancing operational and business performance while serving as an advocate to customers and aligned needs with the company’s goals.
• Recruited, onboarded, built, and coached a high-performing team of Customer Success Managers (CSMs) that supported Tableau’s public sector subscription customers; managed a $100M+ client portfolio.
• Created and introduced seamless onboarding processes while confirming easy adoption; subsequently minimized risk, improved client retention, and promoted market and client expansion strategies. • Met and exceeded monthly, quarterly, and annual renewal targets and KPIs via account monitoring and tracking; analyzed customer lifecycles to identify opportunities for enhancement. • Coordinated with Sales, Support, and other key internal and external stakeholders to build and maintain cross-functional partnerships that addressed the short and long-term needs of customers.
TableauPrincipal High-Touch Success Manager
Jan. 2020 - Dec. 2021Seattle, WashingtonRecruited back to the organization after a two-year engagement at Qlik. Responsible for driving excellence in customer relationships, growth and revenue generation strategies, and account management and retention. Blended revenue-focused strategies with empathetic customer service to outperform targeted retention goals. • Recognized as a senior-level advisor and thought leader in the Healthcare & Life Sciences (HLS) sector. • Managed a substantial $14M client portfolio; demonstrated considerable sales and product solution knowledge to proactively resolve issues, bolster customer usage and adoption, and enhance loyalty. • Partnered with the Sales team to cultivate new revenue streams with existing client base; engaged in targeted upselling and cross-selling related to customer subscription and renewal sales.
QlikData Literacy Strategic Manager
Jan. 2018 - Dec. 2020King of Prussia, PennsylvaniaSpearheaded transformative training initiatives that significantly enhanced employee productivity and drove alignment with the organization’s strategic goals. Charged with implementing sustainable learning plans to boost customer loyalty and engagement while realizing a holistic approach to employee development. Directed organizational training programs that identified skill gaps, uncovered areas for improvement, and empowered employees to thrive within their roles.
• Promoted from Training Manager to Senior Strategic Manager within one year of tenure; set the organization’s vision related to education and professional development. • Collaborated with a global pharmaceutical customer and expanded “The Data Literacy Project,” a renowned thought leadership program. Secured the organization’s largest education sale in 2019; results successfully generated $500K in revenue within three years. • Exceeded education quotas by consistently implementing solutions-based practices that elevated quarterly customer adoption rates and resulted in repeat purchases.
TableauGlobal Services Product Manager
Jan. 2015 - Dec. 2018Seattle, WashingtonOversaw program development, leadership training, and team motivation initiatives and played a key role in advancing the organization’s services on a global scale. Managed a diverse portfolio of Instructor-Led Training (ILT) education products while guiding curriculum development and spearheading transformative change endeavors through comprehensive ideation and launch phases. • Hired to initially serve as Training Product Manager; promoted to a senior-level role within two years.
• Envisioned, designed, and launched Desktop III (3), the first pioneering course release in five years; directed a team of 3-4 technical writers and product developers in a project that was recognized as a significant milestone for the enterprise’s educational offerings. • Drove the onboarding and development of 100+ Accredited Global Trainers; leveraged change management skills alongside emotional intelligence to enable trainer excellence. • Established and ran the global Train the Trainer program; results boosted proficiency and impact of educational efforts spanning the organization.
AE Business SolutionsBusiness Intelligence Engineer
Jan. 2013 - Dec. 2015
ManpowerGroupData Analyst
Jan. 2006 - Dec. 2015Milwaukee, Wisconsin
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