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Work Background
DrataManager, Customer Success
Apr. 2023 - Feb. 2025San Diego, California, United States
Splashtop Inc.Senior Manager, Customer Success
Apr. 2022 - Oct. 2022Cupertino, California, United StatesDesign operating models and business rhythms to enable fast innovation and effective decision making, in collaboration with cross-functional stakeholders
Drive regular operating mechanisms with senior executive visibility reviewing business / initiative performance, including building content and facilitating meetings
Identify, structure and, in some cases, “hands-on” manage top programs or projects that advance the Customer Success strategy; manage risks and dependencies
Mentor & lead a team of talented CSM's to achieve 115-120% NDR each quarter
Enhanced company-wide procedures and policies to improve employee morale and boost customer satisfaction.
Led team engagement to assist cross-functional departments and achieve goals.
Set clear expectations and helped employees pursue optimal paths for achieving each target.
Splashtop Inc.Senior Customer Success Manager
Feb. 2021 - Apr. 2022Monitored KPIs to assess customer engagement.
Oversaw key customer relationships to close strategic opportunities.
Developed plans and strategies to grow business and achieve company portfolio goals.
Demonstrated and explained product features and benefits to overcome customer objectives.
Managed Enterprise customers such as Fox News Network, Fox Sports,Gray Television, Johns Hopkins University, Tubi, Amazon, NBC Sports Group,Universal Studios, Boxel Studios, Golf Channel & Sinclair.
TABLEDirector of Customer Excellence
Oct. 2020 - Jan. 2021Berkeley, California, United StatesCompany was acquired.
CX Omni-channel conversational AI product, preferred vendor of Mercedes-Benz, HK.
SmartZipSenior Manager, Customer Success
Oct. 2018 - Oct. 2020Pleasanton, California
SmartZipManager, Customer Success
Jun. 2017 - Sep. 2018Pleasanton, Ca• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Recruit, mentor and develop a team of Account Managers and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
SmartZipCustomer Success Manager
Mar. 2016 - Jun. 2017Pleasanton, Ca
Aero Precision - A Greenwich AeroGroup CompanySenior Manager, Vendor Business Relations
Mar. 2012 - Oct. 2015Livermore, CaliforniaPromoted to Senior Manager to manage contractual obligations and Vendor Relationships for three multi-million dollar distribution accounts to ensure budgetary, compliance to quality and performance goals were not only met, but exceeded year over year. Single point of contact for all OEM questions, resolve issues/problems Prepared & presented executive brief power point presentations for quarterly performance reviews Identified & executed revenue growth opportunities within distribution agreement Identified & initiated improvement opportunities; executed improvement plan Practiced regulatory compliance of purchase orders Operated and updated information within Oracle based Quantum ERP system Supported Sales Teams and business development
Aero Precision - A Greenwich AeroGroup CompanySourcing Specialist
Jan. 2011 - Feb. 2012Livermore, CaliforniaPromoted to Sourcing Specialist to focus on Supplier relationships, monitor performance, purchasing, negotiations, and inventory. Executed and managed sourcing and purchasing activities for 2 OEM distribution accounts in addition to sourcing requirements for United States Government Contracts and International Customers Led training program for new hires on the Sourcing team and developed SOP’s
Aero Precision - A Greenwich AeroGroup CompanyResearch Administrator
Mar. 2009 - Jan. 2011Livermore, CaliforniaOne of eight new hires for a newly developed Research team to process large Domestic & International requirements for Military aircraft upgrades and maintenance. Researched and validated part numbers sent in by customers using various methods online in addition to part drawing provided by OEM’s Maintained and updated part number integrity in Oracle based Quantum ERP system Submitted RFQ’s to approved vendors, obtained competitive pricing
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