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Work Background
NexioVP of Customer Success & Partnerships
Apr. 2024Orem, Utah, United States- Identified and cultivated strategic partnerships, contributing to a 36% growth in annual recurring revenue (ARR).
- Led a team of Customer Success Managers, driving partner activation and achieving 102% of annual revenue targets.
- Streamlined partnership strategies, onboarding 8 new partners and 467 merchants in 2024.
- Collaborated cross-functionally with sales, product, and marketing to align partnerships with organizational goals.
NexioVP of Customer Success & Platform Sales
Jan. 2023 - Apr. 2024Orem, Utah, United States- Directed Customer Success Managers, achieving a 45% ARR growth through optimized client strategies.
- Assisted customers with scaling their API Integrations successfully. - Conducted daily, weekly, monthly and quarterly check ins with customer portfolios to improve processing approval rates, ensure seamless payment processing strategy, minimize issues and maintain good risk status with acquiring banks and card brands. - Partnered with product and engineering teams to align software offerings with market demands.
NexioDirector of Customer Success Management
Jun. 2022 - Jan. 2023Orem, Utah, United States- Implemented a customer feedback loop, driving 36 product enhancements and increasing NPS by 59 points.
- Reduced customer churn by 48% through targeted engagement and proactive communication strategies.
- Created a customer health score through several different metrics from support contact rate, usage rate of products, verbal recognition of customer health, and processing trends to proactively understand current and expected health status of customers. - Built the CSM team from an idea to a fully operating team of 5 CSMs and 2 partner managers. - Developed and led a high-performing customer success team, achieving a 98% retention rate.
- Developed our QBR template and gained valuable knowledge and insights of working with data analytics, Tableau and later Domo.
NexioDirector of Customer Service
Jan. 2019 - Jun. 2022Orem, Utah, United States- Overhauled support operations, implementing automation to improve efficiency and customer experience.
- Designed a 3-tier customer support structure, enhancing performance and training outcomes.
- Aligned team KPIs and OKRs with sales goals, improving retention and operational delivery.
Complete Merchant SolutionsISV Sales Manager
Jul. 2016 - Dec. 2018Orem, UtahISV-integrated software vendors. I managed a 6-member team within 50-state territory and 2 international countries. Our responsibilities were to sell our integrated merchant payment solutions to multiple industries such as lodging, healthcare and freight/logistics. - Due to the industries that we were in, I have extensive knowledge about healthcare, lodging, freight and logistics as well as many other Saas companies. - Continuously sought to identify opportunities for process refinement, facilitated successful implementation of new programs through the sales organization by ensuring we had well-defined and efficient sales processes. - Worked with marketing and sales to create and distribute marketing materials per industry and sales territories. - Assisted in all facets of sales planning, including regular updates to quotas, headcount and sales plan. - Drove analytical support and provided leadership to improve strategies, customer and prospect coverage models and sales team configurations to optimize sales effectiveness
- Managed all Sales Operations functions and maximized revenue growth for the Sales Org through development, implementation and ongoing maintenance of sales and service programs (service definition/catalogues) and initiatives
- Helped define the strategy, targets and activities for lead generation across direct and indirect channels to support short and long-term sales forecasts
- Implemented comprehensive pipeline reporting tools tracking opportunities from lead generation to revenue realization, account development, and retention
Complete Merchant SolutionsInside Sales Account Manager
Dec. 2014 - Jun. 2016Orem, Utah- Responsible for receiving and closing inbound leads from our integrated software partners. - Reviewed our services, pricing and application process with more then 50 sales each month. - After receiving application, continued as a liaison between our underwriting team and the sale to close the deal. - Held a 90%+ close ratio as an account manager each month. - Increased sales within first 2 months to CMS by 200%. - Developed and maintained partner relations with our 5 top producing partners. - Met with partners by phone and face to face monthly for reviews. - Attended more then 8 trade shows with and on behalf of our partners to increase awareness, close ratios and provide face to face support for existing merchants/customers. - Developed process and built the ISV Sales channel with VP to eventually hire additional account managers and later manage the team.
CrediteraMember Services Representative
Mar. 2014 - Jul. 2014South Jordan, UtahMy main responsibilities included answering inbound and outbound phone calls for both personal and small/large business owners taking the steps to improve their creditworthiness. We are responsible for handling personal and sensitive information, following FCRA. We informed members of how to establish their credit and the significance of monitoring it. I've also obtained extensive knowledge of credit, credit resources, and partner relationships. I was able to effectively manage the entire start up's customer portfolio by email tickets through Zendesk for over 1000 customers at the time.
Sentinel Field Services, Inc.Secretary
Apr. 2013 - Jul. 2013I was sourced out to Sentinel Field Services, a property management company contracted by HUD. Employees have clearance, therefore the building was access controlled. I verified all incoming people before they were able to enter, signed for all incoming and outgoing mail. Answered all incoming calls and distributed them to the correct department and person.
Department of Veterans AffairsVolunteer
Jun. 2009 - Jun. 2011• 2 1/2 Years Accumulation
• I have volunteered at the VA Hospital in the Patient Financial Services and Revenue offices.
• I also handled filing patient information, copying information to computers and Xerox machines.
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