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Work Background
Revegy, Inc.Senior Strategic Global Account Executive, Customer Success Management
Jan. 2016Atlanta, GASales Transformation/Effectiveness SaaS Platform embedded in Salesforce.com * Visual Account Planning and Opportunity Management Technology * Customer Revenue Optimization Helping companies see the way to win! • Engages a named portfolio of strategic enterprise accounts to drive value recognition, success, and renewal through a client specific success plan of action, meeting cadence and proactive communication.
• Drives client development and expansion to meet and exceed revenue targets, resulting in a 45% increase in TCV, achieving triple digit expansion through multi-year renewals and product upsells.
• Increases value recognition through success metrics and establishes position as trusted advisor, reducing churn from 32% to less than 7% in named account portfolio. • Identifies, pursues and develops relationships with key decision-makers across enterprise accounts to grow footprint through up-sell and cross-sell opportunities.
• Promotes greater business value by delivering best practices, innovations, and new products/tools that solves both strategic and tactical client goals & challenges. • Solves strategic problems and identifies business process improvement strategies for the client, ensuring that issues are acknowledged and resolved in a timely manner.
• Collaborates with internal and external matrixed teams, such as Client Services, Product Management and Sales, to ensure client success and satisfaction.
• Delights customers successfully with a balance of strategic planning and tactical on-boarding and issue resolution, to deliver high customer satisfaction, advocacy, and loyalty.
• Drives success outcomes through accurate forecasting, monitoring operational metrics, tracking target metrics, reporting sales activity and developing monthly recaps and quarterly reviews.
DSH One GroupSenior Director, Customer Success, Account Management
Jan. 2015 - Dec. 2016Atlanta, GASecurity * Privileged Users * SaaS * IoT * UI/User Experience
Customer Success Journey * Account-based Marketing * Cross-functional Teaming
Business Process Requirements * Solution Selling • Successfully managed client relationships, drove user adoption, secured customer satisfaction and increased revenue through defined business objectives, a strategic direction for success, an advocated point of view and proven return on investment.
• Defined and developed customer success journey and lifecycle with critical success factors, metrics for success and identified potential issues to ensure ongoing excellence and service for adoption and growth.
• Built high value relationships and managed customer experience through multi-functional advocacy including onboarding, education, internal promotion, solution selling and customer support.
• Maximized product adoption and drove product expansion resulting in early renewals and increased subscription values of 28-40%.
• Managed client expectations and helped them use the product successfully in mainstream and innovative ways to solve business challenges.
• Prioritized and drove resolution of escalated customer issues, developing success plans and proactively identifying business issues and solutions.
• Drove success outcomes through operational metrics, tracking metrics, monthly recaps and quarterly reviews.
ILANTUS TechnologiesSenior Director, Marketing, Customer Success
Jan. 2012 - Dec. 2015Atlanta, GA and Bangalore, India (REMOTE)SaaS * Identity Access Management * Governance * Security * PaaS
Sales Development * Integrated Marketing * Outsourced Resource Management
Client Success Journey • Developed client relationships, drove product adoption, and secured customer satisfaction through aligned strategies and tactics, increasing revenues by 20-34%.
• Grew enterprise SaaS and on-prem agreements to an average 30% increase in 18 months and expanded scope of contract to include an average of 3 new business units. • Successfully promoted usage of subscription agreements leading to early renewals and larger agreements.
• Prioritized and drove resolution of escalated customer issues, managed customer expectations and developed contingency plans to ensure success.
• Coordinated cross-functional teams – both internally and externally - over multiple locations and time zones to deliver high value customer ROI and problem resolution.
• Managed and trained an outsourced lead generation team to build $5M pipeline and close business.
M-Cubed Performance ResourcesPrincipal Consultant, Product Management, Businesss Development, Customer Success
Jan. 2006 - Dec. 2016Atlanta, GACustomer Success Journey * Account-based Marketing * Account Management
Channel Development * Lead Generation * Business Development
Product Management * Program Management * Business Process Fractional project work focused on start-ups, new product/service initiatives, customer success experience and business process re-engineering. • Developed Customer Success Journey plan for G100 FinTech firm to promote adoption and use of 8M transactions annually with the target to increase usage to 12M over 2 years through coordinated strategies for account-based promotion, education, customer service, marketing, sales, reporting and business analytics.
• Integrated marketing plans, channel development, sales enablement and client success roadmaps for high tech markets generating > $18M.
• Start-up and new product launch marketing, product management and business development for high tech markets, including Enterprise SaaS, Identity Security and Compliance Solutions, Enterprise Technical and Managed Services, Cloud Content Storage, Process Model Software, BMI, CAD Modeling and eBusiness.
Mida CMSVice President, Business Development, Major Accounts
Jul. 2002 - Dec. 2010Kennesaw, GASales * Negotiation * Account Development * Customer Success * Project Management • Drove a Major Account initiative that ensured client advocacy, results and recognized value through solution oriented, cost-effective implementation resulting in 60% increase in renewed negotiated projects and 100% referral.
• Explored and uncovered business solution sales opportunities and delivered estimates, detailed proposals and negotiated contracts in excess of $15M.
• Organized and managed multiple projects concurrently with collaborative cross-functional communication and reporting resulting in on time and on budget delivery. • Built collaborative partnerships with key stakeholders to proactively solve issues and deliver in scope projects.
ArizanCo-Founder, Senior Director, Product and Market
Jan. 1999 - Dec. 2002Atlanta, GA• Business content in the cloud using mobile devices
• Sold technology platform to Research in Motion (RIM) for integration with the Blackberry.
MicroHelpDirector, Product Management, Business and Channels
Jan. 1995 - Dec. 1998Marietta, GAUtility software that filled gaps in Windows OS: Uninstaller * MH Zip * MH Dashboard • Managed full scope of product management from gathering market requirements to generating product specifications, developing integrated marketing plans and building revenue through business and channel development.
• Coordinated cross-functional teams and stakeholders to ensure complete product and customer support - engineering, quality assurance, customer service, training, finance, creative development, packaging and distribution.
KnowledgewareSr. Product Manager
Jan. 1992 - Dec. 1995Atlanta, GA
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