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Work Background
Booz Allen HamiltonData Engineering
Mar. 2024
HackerOneHead of Customer Success Operations
Sep. 2020 - Jan. 2024At HackerOne, I've been instrumental in elevating the stature of the customer success department, which now stands as a robust one-third of the company's total workforce. Team Development & Leadership: In collaboration with the CCO, I've guided the meteoric rise of our customer success division. We've tripled in size, architecting a matrix that now boasts eight distinct teams. This encompasses everything from traditional customer success managers, to proficient post-sales technical liaisons and swift support teams. Operational Excellence: Amid our rapid growth, I've been relentless in instilling processes that are efficient, scalable, and laser-focused on customer outcomes. As a testament, we've seen discernible improvements, including reduced resolution times and bolstered CSAT scores. Tech & Analytical Acumen: Under my leadership, the integration of cutting-edge tools has been paramount. This move has not only elevated our automation capabilities but also honed our decision-making. With metrics like NPS, CSAT, and time-to-value serving as our compass, we've crafted client-centric strategies that resonate. Data Leadership: My roots in data engineering have never been more relevant. I've been vigilant in overseeing our customer success data governance, ensuring our metrics and decisions are founded on clean, actionable data. This dedication has metamorphosed our operations, embedding data as a pivotal asset that underpins our strategies. Holistic Collaboration: My role transcends traditional silos. Serving as a conduit between customer success and the broader organization, I've been at the forefront, fostering integrative collaborations, and ensuring our customers' voices echo in our strategies and actions. At the heart of my tenure at HackerOne is a conviction that surpasses problem-solving. It's about nurturing relationships with our customers, rooted in trust, value, and longevity. Speaker: Gainsight Pulse 2022
LucidworksHead of Customer Excellence Operations
Nov. 2018 - Oct. 2019San Francisco Bay AreaAt Lucidworks, I elevated the operational and strategic aspects of both the Customer Success and Professional Services teams, harnessing growth opportunities and curating pathways for customer-centric innovation. Strategic Formulation & Implementation: As the torchbearer for customer excellence, I devised a holistic strategy that blended essential processes — from ensuring customer satisfaction, fostering advocacy, to finetuning retention mechanisms. This strategy was the foundation of our customer-focused ethos, always adapting to the ever-changing needs of our client base. Operational Excellence: I orchestrated initiatives spanning from customer onboarding intricacies, progressive product adoption methods, tailored communication pathways, to efficient renewals. The dual objectives: craft a consistent, enhanced customer journey and align seamlessly with sales and finance operations. Data & Analytics Leadership: Recognizing the transformative power of data, I championed the advancement of our business intelligence capabilities. Meticulous data accuracy oversight, combined with enhanced reporting tools like Salesforce, Gainsight, and Smartsheet, ensured we were at the forefront of actionable, data-informed strategies. Cross-Functional Collaboration: Throughout my tenure, I acted as a unifying force. Bridging the divides between customer success, sales, and finance, our teams operated as interlinked cogs in a larger mechanism. This synergy not only augmented our internal efficiencies but promised our customers a harmonized, value-laden journey. Reflecting on my chapter at Lucidworks, it stands out as a transformative journey. Together, we navigated challenges, converting them into opportunities for innovation, setting new standards in customer success. Speaker: Gainsight Pulse 2019
Guidance SoftwareHead of Professional Services Operations
Jun. 2013 - Nov. 2018Greater Los Angeles AreaAt Guidance Software, my global stewardship spanned the realm of forensic security and discovery service business. This encompassed both managerial and technical teams, a synergy of talent dedicated to project implementation and astute advisory services. Organizational Blueprinting & Growth: As the architect of the professional services division, I tailored our structural landscape. This involved calibrating headcount, sculpting recruitment blueprints, and optimizing resource distribution. The aim was clear: to cultivate an ecosystem where our advisory services flourished, meeting intricate client needs while fostering innovation. Operational Streamlining & Efficiency: My dedication to best practices shaped our consulting onboarding and implementation frameworks. I championed operational controls and progressive reporting procedures, ensuring not just scalability but also a robust foundation for sustained financial health. Customer-Centric Processes: Anchoring our operations in the bedrock of customer satisfaction, I curated processes that heightened customer outcomes and fortified their loyalty. This was complemented by meticulous workflows dedicated to onboarding, support, and fostering collaborative partnerships with our clientele. The goal? Transforming every interaction into an avenue for retention and advocacy. Sales & Expansion Strategies: In tandem with our sales brigade, I harnessed cross-sell and up-sell opportunities, bringing a broader spectrum of our offerings to the forefront. Strategic Customer Relationships: Managing customer escalations was not just about issue resolution; it was about forging bonds. I took the helm in nurturing relationships with strategic clients, a move that resonated in amplified advocacy and heightened referenceability. Reflecting upon my tenure at Guidance Software, it emerges as a period of evolution, growth, and unwavering commitment to customer triumph. Speaker: EnFuse (CEIC) 2014, 2015, 2016, 2017
Shelly MuseData Strategy & Analytics Consultant
Mar. 2010 - Jun. 2013Charlotte, NCAs a freelance consultant in data architecture, engineering, and analysis, my endeavors transcended mere service delivery; I was an architect of transformation. With a firm grasp on the pulse of industry standards and emergent trends, I carved bespoke strategies for my clientele, weaving intricate tapestries of data into actionable insights. Flexibility was paramount. While deeply versed in a wide array of tools, I was never tethered to one. Whether leveraging legacy systems or adapting the avant-garde, my objective remained unwavering: delivering pristine, optimized solutions. I was not just a practitioner but a visionary. My engagements often began with dissecting challenges and identifying gaps. From there, I'd conceptualize, crafting roadmaps that didn't just meet immediate needs but poised my clients for future growth. My strategies were both broad in vision and granular in detail, ensuring comprehensive coverage. Data, in my hands, became an instrument of empowerment. I devised infrastructures that stood robust against flux, and analytic mechanisms that could pierce through noise, revealing lucid narratives. My role often blurred the lines between a strategic advisor and hands-on executor. This duality fortified my consultancy, making me an end-to-end solution provider. Collaboration was intrinsic to my approach. Each engagement was a symphony of cross-functional inputs, where I'd often work hand-in-hand with stakeholders, ensuring alignment across organizational strata. In this dance of data and strategy, my consultancy fostered environments where data was not just a metric but a beacon guiding forward momentum. In this chapter of my journey, I chiseled a niche, marrying deep technical prowess with strategic acumen. Each endeavor was a testament to my commitment to excellence, innovation, and the unyielding pursuit of transformative outcomes.
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