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Work Background
Panorama EducationChief Client Officer
Oct. 2021 - Aug. 2024Boston, Massachusetts, United StatesAt Panorama Education, I lead a nationwide team of 150+ professionals, transforming the client experience across Customer Success, Technical Services, Strategy & Operations, and Learning & Development. My primary focus is to ensure that Panorama's CX organization is strategically aligned with our business growth goals and consistently delivers exceptional value to our clients. Through organizational restructuring, innovative processes, and targeted metrics, I drive customer satisfaction, engagement, and long-term success. Key Achievements: CX Transformation: Spearheaded the evolution of our client experience function, reducing customer implementation timelines from 8 months to 6 weeks, resulting in a sustained customer satisfaction score of 95%+. Revenue Growth: Developed a growth strategy that led to an 80% increase in consulting services revenue and introduced new professional services that increased ARR by 18%. Leadership Development: Established KPIs for every role within CX, creating clear performance expectations and a high-performance culture, while mentoring a team of 7 senior leaders across all CX disciplines. Customer-Centric Product Development: Built a customer feedback loop to inform product and service enhancements, ensuring our roadmap aligns closely with client needs. In this role, I collaborate closely with Panorama’s executive team to drive strategic initiatives that enhance our client experience and directly contribute to our revenue growth and company mission.
BrightcoveEVP, Customer Community
Feb. 2021 - Jun. 2021Boston, Massachusetts, United States
BrightcoveChief Customer Experience Officer, CXO
Jan. 2020 - Feb. 2021Boston, MAAs Chief Customer Officer at Brightcove, I led the global customer experience strategy, transforming our CX function into a profit-generating center while driving industry-leading customer satisfaction and retention metrics. I managed a comprehensive customer journey across multiple functions, including Customer Success, Technical Support, Professional Services, and Revenue Operations, and built a globally recognized support organization that consistently achieved above 96% CSAT scores. Key Achievements: Revenue and Retention Growth: Designed and launched the Platinum+ Program, resulting in a 218% increase in revenue under management with a perfect 100% retention rate. Operational Efficiency: Spearheaded a company-wide migration to a new platform within nine months, cutting duplicative costs and creating a global center of excellence that elevated client satisfaction. Global Team Building: Established and directed a 24/7 global technical support operation that consistently exceeded support quality benchmarks, earning TSIA recognition for eight consecutive years. Client Health and Product Alignment: Partnered with product and engineering teams to align our roadmap with customer needs, addressing critical pain points and enhancing forecasting stability. In this role, I focused on creating seamless, scalable processes that delivered exceptional client experiences while contributing directly to Brightcove’s growth and reputation in the market.
BrightcoveSenior Vice President Customer Experience
Sep. 2017 - Jan. 2020Boston
BrightcoveVice President Customer Success
Apr. 2016 - Sep. 2017
BrightcoveVice President Global Sales Operations & Technical Support
Sep. 2014 - Mar. 2016Boston
BrightcoveVice President Global Technical Support
Oct. 2013 - Sep. 2014Boston, MA
BrightcoveSenior Director of Technical Support, Americas
Mar. 2013 - Oct. 2013Boston, MA
BrightcoveDirector, Customer Service
Jun. 2011 - Feb. 2013Cambridge, MA
BrightcoveMananger Global Tier 1 Support
Sep. 2010 - Jun. 2011
Insight DirectDirector of Customer Success
Feb. 2010 - Oct. 2010Boston
Vanu, Inc.Director, Customer Service
Jan. 2005 - Jan. 2010Lead a team tasked to identify market requirements related to wireless implementation services for our existing customers and partners resulting in a suite of services now offered to meet our customer’s business needs
• Collaborate with product management and sales organizations to build a pricing model for existing and new services to ensure a competitive edge in the wireless market • Develop and execute a company business plan to deploy Vanu products in commercial networks and military projects locally and internationally • Oversee Deployment team consisting of CS manager, project managers, field engineers and purchasing agent for each customer project
• Create and implement a training process tailored to a customer’s specific requirements • Implement a clear deployment to support handover processes enabling customer to seamlessly transition from one group to the next. • Actively participate in the review of RFPs in the sales process to ensure corporate compliance • Provide budgetary estimates for Sales to accurately estimate cost of implementation for prospective customers
• Provide COO and CEO with weekly reports tracking customer deployment goals, budget and overall project status Technical Support & NOC Services
• Collaborate with the CSO to create Service Level Agreements to meet our customers' business requirements • Built and supervise a support organization that currently provides 24/7 software support and NOC functionality for commercial and military customers
• Research industry requirements to create tiered support models to competitively address the needs of our commercial customers • Create support guidelines and procedures for handling requests for assistance from customer base
• Provide extensive daily and weekly reports to COO and CEO ranging from network statistics to actual use of software in the field • Oversee daily tasks of technical support group and work with engineers in the pursuit of issue resolution
Deploy SolutionsCustomer Success Advocate
Jan. 2004 - Jan. 2005Customer Success Advocate – Management Responsibilities
• Hold weekly conference calls with customer contacts to review all open technical support issues and prioritize call resolution
• Direct management of part-time offsite resources that are responsible for assisting the technical support and professional services group in the delivery of services
• Provide ongoing mentoring and training to technical support and professional services resources as a means to ensure effective and accurate delivery of service
• Ensure that services rendered meet the success criteria outlines in Statements of Work and that delivery of service is completed within the time frame allotted for said project
• Develop functional specifications and GUI design for new software functionality based on direct customer feedback and work with Engineering team to ensure customer needs are met
• Outline group initiatives and goals, including metrics, ROI and reference program • Establish partnership with customers to ensure the successful use of software application resulting in additional sales
• Work with customer to compile list of product issues which are mission critical and solicit assistance from development team to ensure each issue is resolved • Negotiated resolution on escalated support issues with customer • Supplied the strategic leadership to improve customer satisfaction and evangelized the customer within the corporation
Deploy SolutionsTechnical Support Engineer
Jan. 2000 - Jan. 2004Technical Support Engineer ~ Management Responsibilities • Mentor, guide and train interns responsible for customer’s Resume Processing and Job Board Integrations • Report to and work closely with Vice President of Customer Services and Director of Technical Support and Quality Assurance to staff intern position, outline standards for customer care and support, and ensure that excellent customer care is executed • Create, propose and implement new procedures for call management within the Technical Support and Backline Technical Support groups Technical Support Engineer • Work independently and in team environment for efficient resolution of customer software issues • Manage all aspects of customer support, from initial customer contact to final resolution, including extensive research with Backline Support & Engineering groups • Execute excellent analytical and management skills to assess level of urgency for each customer support request and organize the appropriate resources to reach a resolution in an efficient manner • Update and Maintain customer call tracking system that provides detailed information for various cross-functional groups as well as status reports used to assess group resources as the organization grows
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