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Work Background
Raab Insight Consulting LLCFounder and Principal Consultant
Aug. 2024Washington, District of Columbia, United States
IntelliBoardSenior Director of Account Management
Feb. 2023 - Jun. 2024Remote• Campaign Development: Collaborated with Marketing and Product teams to create new outreach campaigns, leading to the identification of new client champions and expanded utilization.
• Playbook Creation: Developed an account management playbook, outlining best practices for renewal management, client engagement, and system usage, enhancing team alignment and effectiveness.
• Process Enhancement: Partnered with the Director of Business Operations to optimize renewal opportunity records in Salesforce, resulting in improved visibility and strategic decision-making.
• Training Initiative: Orchestrated the launch of a recurring webinar training series for existing clients in collaboration with the Director of Enablement and Director of Client Success, enhancing user knowledge and product adoption.
• Systems Optimization: Engineered new workflows and fields in Salesforce, facilitating comprehensive client insights and empowering data-driven decision-making.
• Client Journey Improvement: Enhanced the existing client journey map to elevate customer experience and streamline internal processes, fostering higher operational efficiency and satisfaction.
• KPI Standardization: Updated account management KPIs to ensure uniformity in client service delivery and team performance evaluation, reinforcing organizational effectiveness.
CatalyteSr. Director of Sales Operations
Jul. 2022 - Dec. 2022• Inside Sales Team Leadership: Managed and provided guidance to a 2-member Inside Sales team, optimizing their processes and tactics to boost performance and achieve monthly targets.
• Salesforce Management: Oversaw the administration, upkeep, and customization of Catalyte's Salesforce platform, ensuring that it aligned with the evolving needs and best practices of the sales team and broader organization.
• Process Refinement: Worked on refining and honing the company's messaging strategies, resulting in a significant increase in introduction and discovery call rates, bolstering the sales pipeline. • Forecasting Methodology Enhancement: Revamped forecasting procedures and methodologies, leading to a 10% improvement in forecasting accuracy over the year, providing sales leaders with more reliable sales projections and insights.
• Performance Tracking and Analysis: Initiated and monitored comprehensive systems for tracking and analyzing sales performance, utilizing the insights to optimize the compensation structure and motivate the sales team while maintaining cost-efficiency for the organization.
CatalyteDirector of Sales Operations
Jan. 2022 - Jul. 2022
DoceboSenior Director
Feb. 2021 - Aug. 2021• Team Management: Managed a team of Technical and Solution Deployment Managers, overseeing client implementation, technical support, and services delivery processes.
• New Pricing Model: Developed and implemented a new pricing model for implementation services, resulting in more accurate and tailored pricing based on client needs, while also increasing revenue for the company.
• Value-Added Services: Launched a new suite of Value Added and Extension services, allowing for deeper client engagement and additional revenue streams beyond basic platform implementation.
• Process Optimization: Streamlined team operations by centralizing documentation on processes and services, improving efficiency and knowledge management.
• Systems Enhancement: Collaborated with the Salesforce development team to revamp the Professional Services support request process, resulting in a more effective and centralized system for managing service requests and resource allocation.
InterfolioSenior Director - Professional Services Operations
Mar. 2019 - Jan. 2021Washington, District Of Columbia• Managed and Mentored Teams: Led teams of Client Success Managers and product support professionals, providing guidance and support to ensure the successful delivery of services and support to clients.
• Process Improvement: Contributed to the development and implementation of new processes to enhance client support, streamline operations, and drive efficiency across the organization.
• Client Community: Worked cross-functionally to establish the Interfolio Client Community, providing clients with a platform to engage, share best practices, and gain insights, ultimately strengthening client relationships and fostering a sense of collaboration.
• Performance Management: Developed a robust set of key performance indicators (KPIs) focused on professional services, ensuring alignment with company-wide objectives and enabling more effective performance tracking and management.
• Acquisition Assistance: Collaborated with various teams to facilitate the seamless integration of new technologies and platforms, including Researchfish and Faculty180, into company operations, driving operational efficiency and scalability.
• Systems Administration: Served as a Salesforce administrator, enhancing system functionality and usability by creating and updating custom fields, reports, and dashboards tailored to the needs of multiple teams within the organization.
• Process Improvement: Led the creation, dissemination, and enforcement of new support processes and customer reference tracking methods.
• Renewal Management: Contributed to a significant increase in the renewal book of business, supporting its growth from $7M to over $13M, while achieving a renewal rate exceeding 97%.
• Service Offering Enhancement: Created, launched, and expanded new service offerings, resulting in a $500K increase in renewable services sales in 2019.
Interfolio, Inc.Director - Professional Service Operations
Feb. 2018 - Mar. 2019Washington D.C. Metro Area
Interfolio, Inc.Director of Client Success
Apr. 2017 - Feb. 2018Washington D.C. Metro Area
HobsonsSenior Manager of Client Relations
Feb. 2016 - Mar. 2017Arlington, VA• Revenue Growth: Achieving a 63% growth in subscription revenue during the first year and sustaining a year-over-year growth of over 40%, I successfully managed to improve the financial performance of the business with my strategic approach.
• Renewal Rates: I managed to maintain renewal rates at 90+% over the course of two years, highlighting a strong focus on customer retention and satisfaction.
• Operational Excellence: I streamlined the internal reporting and dashboards for the team in Salesforce, which subsequently allowed for better performance tracking and overall sales management.
• Product Development: I established strong working relationships with product and IT teams, allowing for effective input on product roadmap and innovation. This not only ensured that our product offering met the evolving needs of our clients, but also reduced time-to-market for new features/products.
• Technology: I successfully piloted and implemented new products and pricing models within our Salesforce instance, providing cutting-edge solutions to our clients and ultimately driving growth in new and existing markets.
• Team Empowerment: I took a proactive approach in terms of knowledge exchange by creating personalized dashboards for all team members, which in turn not only improved their productivity, but also deepened their understanding of their book of business.
HobsonsManager of Client Relations
Nov. 2014 - Feb. 2016
BlackboardChannel Sales Operations Manager
Apr. 2013 - Nov. 2014• Channel Partnership Management: Oversaw and managed 40+ channel partner organizations across the Latin America, EMEA, and Asia Pacific regions, ensuring consistent communication and support to drive mutual business growth.
• Agreement Negotiation and Compliance: Successfully negotiated new partner agreements and meticulously monitored compliance with contract terms, ensuring alignment with Blackboard's corporate visions and business objectives.
• Training and On-boarding: Developed and implemented a comprehensive onboarding program for new channel partners, equipping them with in-depth knowledge of Blackboard products, solution selling techniques, pricing strategies, and sales processes.
• Quota Setting and Pipeline Management: Established clear, achievable partner quotas and closely monitored pipeline development to identify potential bottlenecks, address challenges, and proactively support partners in achieving their sales targets.
• Performance Reporting and Analytics: Created detailed internal reports and dashboards to provide regular insights into channel partner performance, identifying areas for improvement and highlighting successful strategies and tactics.
• International Acquisition Support: Played an integral role in Blackboard's international acquisition initiatives by conducting in- depth market and partnership analyses to evaluate potential targets and assess their compatibility with the existing channel analyses to evaluate potential targets and assess their compatibility with the existing channel partner landscape.
BlackboardSenior Analyst - Channel Partner Operations
Oct. 2011 - Apr. 2013
BlackboardSenior Contract Manager
Nov. 2010 - Oct. 2011• Collaborative Contract Negotiations: Initiated and led negotiations with new and existing clients to secure mutually beneficial contract terms, resulting in improved client satisfaction and retention.
• Strategic Process Improvement: Implemented a new contract management system and standardized procedures, reducing approval times by 30% and enhancing overall contract accuracy.
• Legal Compliance: Ensured all contracts, agreements, and proposals adhered to legal and regulatory requirements, mitigating the risk of non-compliance and potential legal issues for the company.
• Acquisition Support: Played a key supporting role in acquisition processes, conducting thorough due diligence and identifying synergies between Blackboard and potential organizations identified for acquisition. Contributed to seamless integration and alignment post-purchase for contract management.
BlackboardContract Manager
Mar. 2007 - Nov. 2010
BlackboardContracts Associate
Jun. 2006 - Mar. 2007
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