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Work Background
Secure Code WarriorHead of Customer Success
Sep. 2022 - May. 2024Greater BostonServe as the leader of a diverse book of business which makes up approximately 30% or Secure Code Warrior’s total ACV. Oversee a 5-person regional team of Customer Success Managers who ensure that roughly 100 of SCW’s commercial customers receive tremendous value from their investment in our Agile Learning Platform. Responsible for another 230+ global SMB customers who participate in SCW’s scalable Digital Customer Journey with the help of guidance provided by pooled CS resources. The teams are measured against segment-specific renewal targets, Net Retention Rate, and completions of quarterly KPIs.
Lakeside SoftwareSenior Director, Customer Success Management
Dec. 2021 - Aug. 2022Greater BostonWas responsible for the global, 14-person Customer Success Management team. The team was charged with leading their assigned accounts through Lakeside's Customer Journey, ensuring product adoption and demonstrating value realization for over 450 customers (approximately $50M in ACV). The team was measured against a renewal target, segment-specific customer health scores, and customer satisfaction ratings.
VeracodeDirector of Customer Success
Jan. 2019 - Dec. 2021Burlington, Massachusetts, United StatesLed a regional 27-person team of Customer Success Team Leaders and Customer Success Managers who delivered services to approximately 200 of Veracode’s largest accounts (roughly $73M in ACV). The team's KPIs included customer satisfaction ratings, NPS, renewal rate, and health score.
VeracodeManager, Services
Jan. 2016 - Dec. 2018Burlington, MAAs SPM Manager of the East Team, I was responsible for ensuring the delivery of a wide range of services that are based on the Veracode platform, from services designed to educate and enable our customers to manage their Veracode implementation to high-value services designed to inform customers of opportunities to optimize the application security risk profile of their applications and supporting processes for long-term success.
SAI GlobalDirector, Client Services
Oct. 2013 - Jan. 2016Waltham, MAManaged a team of 12 implementation-focused Program Specialists and 1 Data Analyst, responsible for delivering exceptional service to over 200 clients and an ACV of $22 million. Established technical best practices for the Services team, achieving unprecedented quality levels for client deployments. Key contributor and SME for the steering committee charged with reviewing and selecting a new LMS partner for SAI Global. Acted as a senior escalation point for client issues. Liaised cross-functionally with Development, IT, Product Management, and QA for systems design, implementation planning, and deployment to the client base. Other responsibilities included:
• Ensured implementation procedures are being executed effectively by the team.
• Monitored data specific to implementation projects and related metrics.
• Ensured the team meets or exceeds targets for all key performance indicators.
• Coached, mentored and inspired staff with the goal of ongoing individual improvement and retention.
• Evaluated overall performance and deliver written performance plans for direct reports.
• Built and led a highly-functional team; provide clear individual and team goals that ensure each team member understands their role in the company’s success; make changes when necessary and proactively address performance issues.
• Supported ongoing Delivery Services and cross-departmental change initiatives, as required.
SAI GlobalSenior Program Manager
Mar. 2013 - Oct. 2013Waltham, MAThe SAI Global Services Organization assists clients in planning for, implementing and managing global ethics and compliance education and communications initiatives. The Senior Program Manager is accountable for delivering best of breed program services to ensure client satisfaction and maximum contract utilization.
Interactions CorporationClient Services Manager
Jul. 2012 - Mar. 2013Franklin, MAThe Client Services Manager works with clients to monitor and continuously improve the client’s Interactions application, enhancing the effectiveness of the solution as well as maximizing transaction margins. In addition to forging strong relationships with each client, the Client Services Manager also interfaces with the internal Project Management Office to help ensure build projects are delivered on time and on budget.
SAI GlobalSenior Director, Services Operations
Sep. 2010 - Apr. 2012Waltham, MASupported overall client strategy and execution as well as new business development. Mentored and trained services staff on technical and professional skills. Established technical best practices for the services team. Acted as a senior escalation point for all client issues. Liaised with Development, IT, Product Management and QA for systems design, implementation planning, and deployment to the client base. Served as the subject matter expert on internal systems, including three proprietary LMSs, three proprietary reporting platforms, and various proprietary tools.
• Acted as an administrator for the Client Services SharePoint site, Gemini ticket tracking system, and Zendesk helpdesk system
• Represented Services in Product Management prioritization discussions
• Served as interim Product Manager for SAI’s next-generation LMS platform
• Spearheaded the effort of migrating clients to SAI’s next-generation LMS platform, including creating and refining the migration process
• Managed a Services team focused on platform migrations
• Conducted annual performance reviews, salary and bonus negotiations
• Produced and/or managed the production of a variety of documentation (both internal and client-facing) for Services best practices, deployment processes, etc.
Integrity InteractiveSenior Director, Client Services
Apr. 2008 - Sep. 2010Waltham, MASupported overall client strategy and execution as well as new business development. Mentored and trained services staff on technical and professional skills. Served as liaison with Development, IT, and Product Management for systems design, implementation planning, and deployment to the client base. Served as a senior escalation person for all client issues. Managed multiple Services teams and the Customer Support team. Conducted annual performance reviews, salary and bonus negotiations. Produced and managed the production of a variety of documentation (both internal and client-facing) for Services best practices, deployment processes. Spearheaded effort of migrating clients to Integrity’s next-generation platform.
Integrity InteractiveDirector, Client Services Technology
Jan. 2005 - Apr. 2008Waltham, MALiaised with Development and IT for systems design, implementation planning, and deployment to the client base. Responsible for the Services technology environments, including the validation of features and the training of Services personnel. Supported overall client strategy and execution as well as new business development.
Integrity InteractiveAccount Management Team Leader
Apr. 2004 - Jan. 2005Waltham, MAManaged a team of Account Managers and Account Associates. Served as a strategic resource for Account Managers. Assisted Team Members with resource allocation and project escalation. Conducted annual performance review, salary and bonus negotiations. Trained new hires in software processes and program best practices. Represented Account Management on inter-department projects.
Integrity InteractiveAccount Manager
Jun. 2003 - Apr. 2004Waltham, MAServed as primary representative for up to 15 clients. Worked directly with clients to ensure the timely and accurate implementation of their Compliance Training program, and to maintain exceptional completion rates. Interfaced with internal project teams to keep projects on schedule. Built and maintained relationship with clients, facilitating contract renewals.
VIS CorporationDevelopment Manager (and other positions)
Oct. 1997 - Apr. 2002Waltham, MADevelopment Manager
Managed team of applications developers and various contract personnel. Allocated development resources for external and internal projects. Conducted annual performance reviews and salary negotiations. Defined and implemented development standards significantly reducing QA time. Wrote and reviewed company marketing materials for accuracy and completeness. Produced documentation for clients and end-users. Technical Project Manager
Organized technical management of Web-and-CD-ROM-based projects. Reviewed proposals to determine technical scope of proposed project. Managed client and design expectations of technical solutions. Presented technical solutions to clients. Team Leader Coached development of three mid-level developers. Trained new hires in software, department standards and processes. Created Technical Support database and managing Support Staff. Provided hardware, software and technical support directly to clients. Applications Developer Programmed Web and CD-ROM-based e-learning projects
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