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Work Background
TrueMarkVice President of Customer Success
Jun. 2024Pleasant Grove, Utah, United StatesLead the vision, strategy, and execution of the customer success organization to drive retention, expansion, and customer satisfaction at scale. Collaborate cross-functionally with Sales, Operations, and Marketing to deliver exceptional customer experiences and align success initiatives with overall business growth. • Created and operationalized a Customer Success department, including hiring, tech stack selection, customer lifecycle mapping, and performance KPIs.
• Acted as a strategic voice of the customer at the executive level, aligning internal teams around customer goals and ensuring success initiatives matched evolving customer needs.
• Led through growth and change with a strong focus on maintaining trust and delivering consistent customer value across every touchpoint.
TrueMarkDirector of Customer Success
Jan. 2022 - May. 2024Pleasant Grove, Utah, United StatesLead the vision, strategy, and execution of the customer success organization to drive retention, expansion, and customer satisfaction at scale. Collaborate cross-functionally with Sales, Operations, and Marketing to deliver exceptional customer experiences and align success initiatives with overall business growth. • Created and operationalized a Customer Success department, including hiring, tech stack selection, customer lifecycle mapping, and performance KPIs.
• Acted as a strategic voice of the customer at the executive level, aligning internal teams around customer goals and ensuring success initiatives matched evolving customer needs.
• Led through growth and change with a strong focus on maintaining trust and delivering consistent customer value across every touchpoint.
TrueMarkSr Project Manager
Dec. 2017 - Jan. 2022Pleasant Grove, UtahManage all aspects of IT project management and serve as the primary customer interface for project status, customer requirements, and on-site support resources to help clients fulfill internal needs and objectives. • Elicit customer business requirements through technical interviews, data analysis, site visits, and business process planning and develop specifications to meet usability and data capture requirements • Collaborate with developers and subject matter experts to create vision, design and deploy technology solutions, and perform functional testing of implemented software solutions
HK ConsultingDirector of Operations | Program Manager
Mar. 2012 - Aug. 2018Greater Salt Lake City AreaDirect a team of 10 employees and contractors managing all customer, vendor, subcontractor, and consultant relationships for Federal, State, military, and commercial programs with budgets of up to $2 million. • Generate proposals in response to customer RFP/RFQ/RFI and review, draft, and negotiate customer contracts, subcontract agreements, and teaming agreements
• Attain custom software and information technology service contracts, develop cost estimates, and submit budget requirements to customers
• Facilitated a mutually beneficial billing process change with Hill Air Force Base
• Secured multiple new staff augmentation positions with the State of Utah
HK ConsultingProject Manager/ Business Analyst
Mar. 2012 - Aug. 2018Greater Salt Lake City AreaManage all aspects of IT project management and serve as the primary customer interface for project status, customer requirements, and on-site support resources to help clients fulfill internal needs and objectives. • Elicit customer business requirements through technical interviews, data analysis, site visits, and business process planning and develop specifications to meet usability and data capture requirements • Collaborate with developers and subject matter experts to create vision, design and deploy technology solutions, and perform functional testing of implemented software solutions
• Conceptualized new processes and procedures for State of Utah Agency’s new software module and negotiated a contract funding increase for additional out-of-scope work • Led a major RFP that helped win a governmentwide acquisition contract (GWAC) with the Federal government
Mandaree EnterprisesGeneral Manager | Program Manager (Austin Sales Division)
Jan. 2002 - Dec. 2012New Town, NDReported to the CEO and launched the Austin Sales Division from the ground up. Maintained accountability for operational P&L and project budgets of up to $15 million. Created all processes and procedures and negotiated, executed, and maintained hardware, software, and consulting services contracts with federal and commercial entities. • Managed international projects of up to $2.5 million per year and led a team of 15 employees and 10 contractors across Iraq, Korea, Thailand, and Hawaii.
• Secured the company’s first international services contract and sold business technology to Federal government clients, including the US Embassies and the US Military
• Within three years, the business sales division accounted for over 60% of total company revenue
• Generated $67 million in revenue during tenure with Austin Sales Division, accounting for 30% of total company revenue
SMF Systems Technology CorpoationAccount Manager
Jan. 2001 - Dec. 2002San Ramon, CARecruited based on client relationship at Dell. Reported to the Vice President of Sales and managed a team of five Account Executives. Drove new business development initiatives for hardware/software sales and labor services to the US government and government contractors. • Managed projects, ensuring that all milestones were met and projects were delivered on schedule and within budget
• Secured the highest volume of new accounts with annual revenue exceeding $1 million for two consecutive years
• Sold the four largest deals in company history, with each account producing between $4.1 - $12.2 million in revenue
DellSales/Channel Support Representative
Jan. 1993 - Dec. 2000Austin, Texas AreaHired to help launch internet sales for Dell’s government vertical and built strong relationships with US government employees, contractors, and value-added resellers. • Excelled in producing high-volume channel sales and consistently led the team in sales performance, averaging $10 million per year in annual revenue
• Achieved highest continuous quota attainment on the sales team, delivering over 150% of target for 10 consecutive quarters
• Developed and implemented an internet-based quotation and purchasing process for the Federal sales division
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