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Work Background
ProfiseeSenior Customer Success Manager - 20% increase in customer satisfaction
May. 2024United States• Optimized Planhat workflows to track customer health, driving a 20% increase in customer satisfaction
• Analyzed telemetry data using Planhat to identify trends, enhancing product adoption by 15%
• Streamlined account updates with Planhat CSP, achieving a 10% improvement in renewals
• Coordinated ITIL-aligned success plans, completing 20% of projects ahead of schedule
• Managed a Strategic Portfolio including 39 accounts totaling $7.3M ARR with a 98% retention rate
• Cultivated partnerships with customers’ manager and VP-level stakeholders by proactively identifying challenges and working plans to remediate them resulting in high retention and sales expansion
CollibraProduct Success Manager - 30% increase in product success
Aug. 2022 - Mar. 2023Remote - TX• Redefined Aha! workflows to track requests, driving a 30% increase in customer success metrics
• Used Salesforce to analyze telemetry data trends, improving product adoption rates by 15%
• Improved customer enhancement updates with tools like Aha! and Salesforce, achieving a 30% efficiency improvement in updates
• Delivered ITIL-aligned project success plans in Confluence with 80% completed ahead of schedule
• Orchestrated and directed mission-critical initiatives, including the seamless end-of-life (EOL) transition of an embedded database with less than 45 days' runway, impacting all 1,250 SaaS accounts
• Successfully mitigated a cross-site scripting (XSS) cybersecurity vulnerability with undefined scope
• Managed the EOL Operating System, leaving 75 on-premises customers unsupported while also overseeing the change of OEM functionality, requiring off-schedule outage for all 1,250 SaaS accounts
• Achieved a 20% improvement in operational efficiency by refining key performance indicators (KPIs)
ClouderaSenior Strategic Customer Success Manager - 15% increase in product adoption
May. 2021 - Jul. 2022US• Analyzed data using Salesforce and Excel to identify trends, enhancing product adoption by 15%
• Oversaw success plans, finishing 25% of projects ahead of time
• Managed a strategic portfolio of two high-profile key accounts, JPMorgan Chase and Citigroup, with combined ARR of $65 million, consistently exceeding expectations and enhancing client satisfaction
• Surpassed retention and renewal targets of Fortune 100 financial services accounts, achieving a 105% annual recurring revenue (ARR) renewal rate and maintaining 100% customer retention
TalendPrincipal Customer Success Manager - 25% improvement in customer satisfaction
Apr. 2018 - May. 2021North America• Refined Gainsight and Salesforce processes, leading to a 25% improvement in customer satisfaction
• Leveraged Salesforce and Excel to study telemetry data, driving increase in product adoption
• Simplified account updates with Salesforce CRM, resulting in increased renewal rates
• Directed a diverse portfolio of prominent Canadian accounts across FinServ, mining, fleet management, and energy sectors, boasting a total Annual Contract Value (ACV) of $9.5 million
• Received the Talend Impact Award for transforming relationships, mitigating churn threat, and securing renewal within 90 days for strategic Canadian banking customers
• Achieved 116% ARR portfolio growth at renewal and 100% customer retention through creating innovative customer success plans in Gainsight, managing internal projects for customer growth • Transformed TD Bank from a flat account with churn threat into a high-performing asset with a remarkable 130% renewal rate by implementing targeted growth strategies
OraclePrincipal Product Specialist, Oracle Fusion Middleware - 13% increase in customer satisfaction
Mar. 2016 - Jul. 2017North America• Optimized Salesforce workflows to track customer health, driving 13% increase in customer satisfaction metrics by analyzing telemetry data using Salesforce and Excel to identify trends
• Secured a $60M technical deal to introduce Oracle Public Cloud functionality for General Motors by coordinating with account executives to craft and execute account plans
• Coordinated customer success planning, completing 15% of projects ahead of schedule
InformaticaEnterprise Product Specialist - 20% client satisfaction increase
Oct. 2013 - Dec. 2015North America• Updated Salesforce workflows to improve customer tracking, driving a 20% satisfaction increase
Identified trends in telemetry data using SalesForce, enhancing product adoption metrics by 18%
• Coordinated customer success plans, completing 15% of projects ahead of schedule
• Directed 70% of deals through contract negotiation, resulting in $4 million in revenue, implementing impactful client engagement strategies and collaborative consultation with product teams
Quest SoftwareSupport Account Manager, Large Enterprises
Apr. 2008 - Sep. 2013North AmericaInnovated next-generation customer service and engagement model.
• Delivered exceptional end-to-end Customer Success services to the company’s largest accounts, securing 13% of total company annual renewal revenue. • Enriched relationships with clients by understanding their business objectives and providing proactive and pre-emptive assistance – minimizing risk and downtime, while reducing support costs through prevention. • Served as named Single Point of Contact in ensuring success of major financial services enterprises across the Dell Software Group portfolio: Bank of America, Merrill Lynch, Wells Fargo, Wachovia
Quest SoftwareTechnical Product Manager
Sep. 2006 - Apr. 2008Global• ENHANCED PRODUCT MANAGEMENT PRACTICES: owned product strategy for database monitoring modules of Foglight Performance Monitoring suite and Windows Management Pack plug-ins. Coordinated global Development teams in St. Louis, Tel Aviv, Melbourne (Oz), Aliso Viejo and Toronto. Rationalized existing product lines to eliminate low-leverage products (low sales, limited future potential), enabling the company to increase profits and profitability, improve customer satisfaction, and free-up valuable resources.
o Own, communicate and rationalize Product Roadmap
o Coordination of feature integration between remote development labs
o New Feature collection, prioritization and strategy
o SWOT (Strength, Weakness, Opportunity, Threat) analysis for all products
Quest SoftwarePrincipal Presales Consultant
May. 1999 - Sep. 2006Western HemisphereSubject Matter Expert in realtime replication / change data capture, driving customer acquisition through proof of value and demonstrated solutions to end user challenges. Provide robust instruction to internal and customers, evangelizing Shareplex messaging and growing a loyal following.
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