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Work Background
MRI Contract IntelligenceTeam Lead, Customer Success
Nov. 2021 - Sep. 2024Solon, Ohio, United StatesManaged a portfolio contributing $3M in ARR from ~20 Strategic/Enterprise and ~50 Small Market clients, while leading a 6-member Solution Consultant team and overseeing ~150 offshore contractors for data delivery.
Led client success initiatives, achieving a 98% team CSAT and a personal CSAT of 94%, enhancing customer satisfaction, retention, and adoption of features by collaborating with stakeholders and addressing client needs.
Partnered with Product teams to implement solutions, including MRI's AI software for lease reporting, optimizing resource allocation for a Fortune 500 company and driving successful implementations.
Acted as POC for 40+ clients, reducing time to value by 40% through seamless onboarding, support, and customizations, while delivering strategic insights and resolving issues for ongoing account management.
Collaborated with leadership and Product teams to identify gaps, enhance UI/UX, and create roadmaps, driving development of a SaaS platform contributing ~$5M in revenue and achieving an NPS score of +55.
MRI SoftwareCustomer Success Manager
Oct. 2018 - Jan. 2023New York City Metropolitan AreaDirected strategic initiatives, growing the product client base by over 500%, expanding the portfolio from 20 to 100+ clients, and managing all client relations for 50 new and 20 legacy clients as the project POC for all issues.
Partnered with Sales and Product teams to broaden product offerings, configuring ~50 pre-sales demo environments, and participating in monthly pre-sales calls, cross and upselling to $2M in additional revenue.
Performed quality checks that improved AI accuracy from 20% to 65-70%, boosting machine learning performance by 50% and client retention by 70%, contributing to a higher book of business.
Supported company growth during Series B funding and post-MRI acquisition by collaborating with external vendors, abstracting data, and fostering partnerships that enhanced client project deliverables.
Premier Color Source Inc.Customer Success Manager
Aug. 2015 - Oct. 2018New York City Metropolitan AreaHeaded research, planning, development, and implementation of marketing strategies that grew brand recognition and fostered 50 client relationships, driving business growth, including at trade shows.
Acted as the main POC for all projects from conception to product delivery, collaborating with 8 cross-functional teams and fostering partnerships with internal stakeholders to explore cross-sell and upsell opportunities.
Developed strategies that resulted in a 27% increase in revenue YoY, assisting in GTM strategies and enhancing company exposure through promotional materials and advertisements, and trade show preparation.
Analyzed key campaign performance indicators weekly and studied market trends to spot brand growth opportunities, testing and implementing strategies for continuous brand development.
New York City CouncilDirector of Special Projects
Sep. 2011 - May. 2015New York City Metropolitan Area- Managed and oversaw 40+ infrastructural and educational upgrade projects across 32 district schools, coordinating with governmental agencies, schools, and contractors to ensure successful execution of enhancements.
- Fostered relationships with local governmental agencies, including the New York City Department of Parks and Recreation, to deliver campaign promises on education and park reforms, while contributing to the Jamaica redevelopment project.
- Spearheaded the fiscal investment planning process and collaborated with stakeholders to explore and implement cross-sell and upsell opportunities, ensuring strategic financial management for district improvements.
- Co-authored ~35 press releases and media advisories annually for event announcements and public relations efforts, enhancing communication with the public during the Summer and Fall periods.
- Partnered with legislative teams and other elected officials to co-write legislation aimed at improving educational programs and addressing education disparities, successfully bringing these initiatives to the city council for consideration.
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