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Work Background
4M Analytics Director of Customer Success
Jul. 2023 - Jan. 2025
Built TechnologiesSenior Client Success Manager
Aug. 2021 - Jul. 2023
Built TechnologiesClient Success Manager
Jun. 2019 - Aug. 2021
EdgenetOnboarding Team Lead
Jul. 2017 - Jun. 2019Created and executed the Retail Program implementation plans, deadlines and customer communications while managing the onboarding team training more than 6,500 new customers in less than 2 years onto our software
Established efficient Customer onboarding process from post-sale training initiatives to software adoption increasing the number of clients navigating our software weekly by 500% Conducted business reviews with enterprise and retail clients to discuss the health of the relationship and ensuring we met all deliverables, stayed on timeline and within scope of contract
Facilitated communication with client and internal teams ensuring necessary resources were available for client implementation and technical deliverables Served as product and program expert for all clients providing expertise, direction and advisement on best practices for success
Individually trained and implemented more than 2,500 customers since 2017 Served as a Strategic Customer Point of Contact to our enterprise accounts and limited churn by providing training, best practices and an advocate for their needs Generated more than $300,000 in leads for company with product upsells and enterprise client development
EdgenetCustomer Success Manager and Onboarding Specialist
Mar. 2017 - Jul. 2017Nashville
CISCO Systems at ServiceSourceCustomer Success Manager
Oct. 2015 - Feb. 2017SME for Cisco Software Licenses supporting customers, certified partners and internal teammates and allowing me to identify upsells, as well as support users to minimize downtime with software issues
Maintained relationships with client base providing value to the relationship ensuring renewals Managed more than 400 renewals quarterly with limited churn
Forecasted on a weekly, monthly and quarterly basis and exceeded quarterly quotas ranging from $6-$15 million Internally trained 40+ new hires over six months from classroom training, call coaching and sales strategy.
NAMA - Nashville Chapter of the American Marketing AssociationChannel Manager and Membership Committee
Feb. 2015 - Dec. 2015Serving as the Channel Manager for the Membership Committee and the Non-Profit Special Interest Group. Additionally, assisting the Membership Chair in coordinating Membership activities, communications and events.
Concept TechnologyMarketing Coordinator
Oct. 2014 - Apr. 2015Greater Nashville Area, TN
The Creative GroupAccount Manager
May. 2013 - Oct. 2014Greater Nashville Area, TN
Gaylord Opryland HotelSeasonal PR/Marketing Coordinator
Nov. 2012 - Jan. 2013Greater Nashville Area, TN• Oversaw incoming media requests, company forms and marketing budget for the Radio City Rockettes at the Grand Ole Opry House
• Day-to-day management of relationship with the Rockettes management, Madison Square Garden Entertainment
• Responsible for general press inquiries, media schedules and ticket requests for 100+ media outlets who attended seasonal event, “A Country Christmas”
• Conducted interviews with media as a Gaylord Opryland spokesperson
• Monitored media breaks and created the 2012 Gaylord Opryland final media report
Influence Opinions (Formerly I&O Communications)Account Assistant / PR & Digital Marketing Intern
Aug. 2011 - Jan. 2012Austin, Texas Area• Lead strategy and awareness campaign for Arbor Day Foundation’s ‘Tree Campus USA’ program resulting in more than 13 million media impressions
• Consulted on multiple clients’ social media plans and engagement
• Monitored clients' social media accounts and reported back activity • Provided on-site and media support at clients’ events
• Exceeded clients’ expectations, ensuring continued client relationships and business opportunities • Internship extended additional time and appointed as trainer for all incoming interns
Juice ConsultingProject Support / Intern
Apr. 2011 - Feb. 2012Austin, Texas• Secured 35 million media impressions for artMRKT Production’s international art fair, Texas Contemporary
• Managed on-site support, press check-ins, day-of interviews, and all VIP events during fair week
• Assisted in coordination, secured sponsors and donations for Grounded in Music’s annual benefit concert with artists Jack Ingram, Hayes Carll and Savannah Berry
• Directed all press outreach and promotional appearances for artists and GIM board members
• Garnered more than 23 million media impressions for Grounded in Music’s event
• Arranged multiple publicity interviews resulting in increased sales & sold-out events for Juice clients • Surpassed clients’ expectations, ensuring continued relationships for Juice Consulting
• Improved agency tactics of recording and updating media breaks, providing a quicker and more efficient wrap report to clients
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