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Work Background
Bridgeway Benefit TechnologiesDirector of Customer Success
Oct. 2023 - Mar. 2025High-Level Strategic Leadership & Post-Merger Integration Influenced corporate strategy and operations as a core member of Business Leadership Team (BLT). Instrumental in the successful integration of the Customer Success Management team and CSO post- merger, optimizing CSO processes and fostering cross-platform collaboration between basys and ISSI software. Revitalized and expanded a Customer Success team, scaling from 3 to 11 CSMs post-merger to enhance operational efficiency, teamwork, and c-sat Key Performance Metrics & Team Growth Managed a team of 11 CSMs, overseeing 350+ SaaS clients Exceeded the 75% KPI for QBR completion in 2024. Drove performance improvements through structured tracking and 1-on-1 coaching, consistently exceeding CSO goals. Customer Impact & Process Optimization Increased green customer metrics by 36% in 1 year through SOP standardization and proactive issue resolution. Mandated and standardized QBRs for all customers, strengthening partnerships and fostering proactive planning. Oversaw the seamless transition of 6 new enterprise clients in 2024, ensuring a smooth handoff from implementation to customer support. Created an Account Segmentation Model to optimize CSM assignments and servicing strategies. Operational Enhancements & Technology Improvements Optimized workflows and developed internal SOPs for system outages, RYG customer management, improving both internal communication and overall customer satisfaction. Enhanced HubSpot CRM functionality with dashboards, refined RYG and QBR reporting, customer data tracking
Bridgeway Benefit TechnologiesSenior Customer Success Manager
Oct. 2019 - Oct. 2023Owned and grew relationships internally and externally with key client and customer stakeholders in order to address, manage, and resolve escalations, achieve mutual objectives and business deliverables.
Drove strategic direction for core customer benefits administration software and business needs, resulting in new product installations and customer software optimization
Managed and grew a large portion of our Key Customer base, building and growing C-level customer relationships. Owned and developed many PSO process improvements (including the creation of new templates and process documentation for internal resourcing, resulting in a streamlined process across delivery groups with limited resources and capacity as well as project lifecycle management within Professional Services)
Onboarding and mentorship of Customer Experience Managers
Partnered with CEO and execs to create and manage departmental vision, encompassing additional business opportunities, operational improvements, role restructuring, and employee retention
Identified business requirements and solution selling resulting in system optimization, additional value, providing clients with the ability to solve complex business challenges for their organizations, staff and member base
Bridgeway Benefit TechnologiesCustomer Success Manager
Jan. 2016 - Oct. 2019Led a team of 7 Helpdesk and Business Analysts who performed various customer-centric activities including consulting services/projects, basys software upgrades, software maintenance, regulatory compliance, and software support/help desk tickets. Developed accurate and timely forecasts for my team projects that drove weekly Customer Experience consulting team member utilization of over 90%
Managed customer relationships and served as escalation point and primary point of contact for all operational business requirements (planned and unplanned) as well as customer success/account management for over 30+ basys user clients
Produced timely and technically accurate work orders, proposals, and budget documents
Stepped in as "Acting Project Manager" for 40+ software customization/modification projects
Consistently hit quarterly consulting revenue targets and annual customer retention bonuses
Bridgeway Benefit TechnologiesAccount Manager
Oct. 2013 - Jan. 2016Baltimore, Maryland AreaDefined technology and operational strategies to further optimize office efficiency and enhance the overall customer relationship. My role was largely focused on working to improve the Benefits Administration Experience in order for Fund offices and TPA’s to better service their members and/or clients. This includes major software upgrades as well as new product sales within the basys existing Taft Hartley customer portfolio.
• Achieved 114% of 2014 Sales Quota
• Achieved 128% of 2015 Sales Quota
Forrester ResearchAccount Manager
Mar. 2011 - Sep. 2013Managed book of existing Forrester clients and was responsible for annual contract renewal and growth. Developed and maintained strategic partnerships with C-level suite across my client base. Worked closely with Forrester analysts and consultants to sell Forrester solutions to achieve client’s go to market execution plans for new products and services. Generated incremental revenue growth from an existing client base by selling net new Forrester solutions (research, analytics, consulting services, and events).
Consistent track record and achievement of quarterly and annual sales targets.
Staples Business AdvantageBusiness Development Associate
Mar. 2009 - Mar. 2011B2B sales consultant- New business, hunter role
Consistently hit sales targets while developing a new customer base within my assigned Washington D.C and San Diego sales territories
Mentored, onboarded, and trained several new Business Development Associates
Created custom office supply vendor programs for the unique needs of mid-large sized regional organizations in the D.C and San Diego markets
Consistently achieved quarterly bonuses for exceeding productivity goals
Staples Business Development Associate of the Month: August 2009, September 2009
Staples Business Development Associate of the Quarter: Q3 2009
Staples Business Development Associate of the Year (South Central Region): 2009-2010
Eyetel ImagingInside Sales Representative
Jan. 2006 - Jan. 2008Assisted outside sales reps with prospecting in specific territories by calling on optometrists, endocrinologists, internal medicine, family care and hospitals to increase awareness of Digiscope device. Supported existing clients via call center and aided in the troubleshooting and overall success of existing clients
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