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Work Background
Mega HRPartnerships Advisor
Aug. 2024Ponte Vedra Beach, Florida, United States
Nerd WerkPartnership Advisor
Jan. 2023San Francisco Bay Area
Freelance (Self employed)Business Consultant (Customer Success, Sales, Operations)
Aug. 2022Manage clientele throughout all lifecycle milestones by employing robust customer engagement and support systems Advising the company-wide Customer Success strategy, ensuring “strategy” is part of the team’s scope of responsibility, so they don’t lose sight of customers and their goals Establish a well-defined management structure by introducing OKRs (Objectives and Key Results) and department reporting mechanisms to ensure streamlined operations and alignment with organizational goals Overseeing execution, technical integrations, and ensuring the quality of the products / services delivered during onboarding, implementation, and beyond Working with the customer success team to ensure customers receive value and a high ROI from the products / services they’ve purchased Go-To-Market Strategies (Product Launch, Features, Media Campaigns): Crafting launch plans for products and services, ensuring the right features get the spotlight and strategic media campaigns amplify their reach Building partnerships that optimize client's supply chain and educate negotiation skills/tactics to secure favorable long-term contracts Navigating growth – prioritizing sustainable strategies over quick wins, ensuring long-term success Designing an operation structure that scales with growth, analyzing in-house vs. off-shore options to optimize costs and efficiency
PrelimFounding Customer Success Leader
Aug. 2021 - Sep. 2022As the founding business hire, I played a pivotal role in establishing customer success and optimizing business operations. I created efficient and repeatable hand-offs, designed comprehensive training programs, and facilitated scalable support, fostering seamless collaboration with product and design teams. Developed an effective escalation and crisis management system to ensure exceptional service delivery for our valued clients and end-users. - Drove program success and uncovered upsell opportunities by negotiating with VP and CXO stakeholders.
CourseKeyDirector of Customer Success Operations
Mar. 2021 - Aug. 2021San Diego, California, United StatesIn my role, I had the opportunity to lead a transformative initiative where I overhauled the structure, processes, and platforms within the customer success department. One of the key responsibilities during my tenure was identifying untapped cross-sell opportunities. - Enhanced sales conversion rates by 20% via integration of account management within the proposal process.
- Increased task visibility and reduced time to complete by designing cross-functional processes.
Breezy HRDirector of Client Success
Oct. 2016 - Mar. 2021Breezy is a delightfully simple, modern way to streamline hiring. You can promote open jobs, source quickly, review candidates as a team, and shorten the timeline of new hires. Management of Customer Service and Account Management teams Grew number of paid customers from 200 to 16,000+ in less than 3 years, which led to an acquisition by Learning Technologies Group Increase revenue on complimentary products through strategy design, pricing, marketing resources, and team training Manage budget for Customer Success department, billing system and managerial accounting for the entire company Partnered with vendors to grow non-recurring revenue, resulting in an increase of 20% Standardized platforms and processes between departments (Sales, CS, Finance, Engineering, Product) Quickly learned HR technology landscape to provide SME knowledge for employee onboarding/training
Visible.vcClient Success & Operations
Sep. 2014 - Oct. 2016San Francisco Bay Area/ChicagoCapture key performance data and share your story with key stakeholders all in one platform. Built Operations and Customer Success practices, processes, platforms, and playbook Worked with Venture Capital firms to manage and aggregate their portfolio data for Limited Partner reporting Identified most valuable features for product roadmap after analyzing customer development, feedback, and user data Created the 'Analyst-in-Residence' program to share best practices with company reporting
OneTractionGrowth and Strategy
Apr. 2014 - Aug. 2014San Francisco Bay AreaConsulting with startups to gain customer traction and strategic financing
WashioLaunch Manager // San Francisco General Manager
Sep. 2013 - Mar. 2014San Francisco, CaliforniaLaunched Washio Service in San Francisco Managed reporting, forecasting, payroll, capacity, logistics, and strategy for the San Francisco office Streamlined supply chain by standardizing processes in product lifecycle to reduce full-time capacity Developed training guides and managed performance of over 65 drivers in the fastest growing city Created launch playbook for future cities (DC)
Stanford Graduate School of BusinessProgram Instructor
Jun. 2013 - Jul. 2013Stanford, CAIncreased participant satisfaction through dynamic adjustments conveyed in data analysis Managed a group of over 120 participants with the collaboration of additional counselors and staff Decreased human capital requirements by restructuring program activities and personnel Coordinated after class sessions with outside speakers and networking events Reduced budget costs of extra-curricular activities through alternative sourcing
Groupon AustraliaOperations Manager, Partner Management
Sep. 2011 - Jun. 2013Sydney Area, AustraliaJoined Groupon Australia & New Zealand Pre-IPO to drive execution and execute according to the roadmap during a period of hyper-growth. Streamlined processes and delivered solutions for Account Management teams. Oversaw the team leads of Customer Support and Account Management; managed Partner Operations and Escalation Resolved all escalated merchant/customer issues that required C-Level approvals Liaised with departments to carry out new processes and roll-outs of platform integration/upgrades.
Marquette University Operations/LogisticsStudent Intern
May. 2009 - May. 2011Milwaukee, WIAssisted in creating an efficient collection schedule that navigated student traffic and increased campus mobility Proposed recommendations on facility layout to make work less demanding and more efficient Maintained relationships between facility departments; motivated co-workers during projects Analyzed waste output and created a formula to forecast waste removal/replacement
FedExDistribution Coordinator
Jun. 2008 - Aug. 2008Oshkosh, Wisconsin AreaDeveloped logistical comprehension of a tangible global network Increased employee satisfaction through maintaining relationships and implementing feedback Consulted with managers to improve labor efficiency while increasing local package distribution
First American Engineered Solutions LLCIntern/Junior Analyst
Jun. 2007 - Aug. 2010Oshkosh, Wisconsin AreaDeveloped understanding of logistics, concepts, and infrastructure of an entrepreneurial company Corresponded with partnering companies and outside professionals through various written and verbal communications Presented venture recommendations evaluating company capacity and available contracts Forecasted potential contracts through current political, social and economic events
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