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Work Background
RevGeniusMember
May. 2025
O'Reilly MediaCustomer Success Manager
Nov. 2021 - Aug. 2023Austin, TXCarried a portfolio of 62 accounts with a combined ARR of 2.6M with a 99% renewal rate. Instrumental in starting up a Customer Recognition Award program and structured O'Reilly Group Roundtable discussions between customers within my portfolio.
Facilitated monthly check in calls and quarterly executive business reviews for all accounts, focusing on customer goals and outcomes, usage data, and our value proposition.
Conducted customer onboarding and implementation, as well as refresher training, for users of the O'Reilly platform to drive usage and adoption of new features added to the platform.
Proactively provided learning recommendations for each customer tailored to their user base to further their specific business goals.
Helped to start internal Customer Success Manager best practice sessions on a weekly basis to help develop the skills of the entire CSM team as well as to facilitate better communication in a remote environment.
PowerSchoolSenior Customer Success Manager, HigherEd
Apr. 2021 - Oct. 2021Austin, Texas Metropolitan AreaCarried portfolio of accounts totaling $6.8M in ARR.
Played a prominent role in client satisfaction by working with operational teams for proper resolution of service issues.
Facilitated virtual meetings with clients ranging from formal program reviews to end-user platform training.
Trained team members in successful strategies to meet operational and sales targets.
Promoted to Senior Customer Success Manager and won VIP awards twice in 12 months.
PowerSchool Group LLCCustomer Success Manager, Higher Education
Nov. 2019 - Apr. 2021Austin, Texas Area
HotSchedulesCustomer Success Manager
Jul. 2018 - Nov. 2019Austin, TexasManaged $2.5 million in annual revenue across a portfolio of 60+ mid-market accounts.
Attained and exceeded 100% of revenue goals through contract renewals, upsell, and cross-sell opportunities.
Conducted business reviews, including C-level audience, reviewing usage behavior as a driver/indicator for adoption and satisfaction.
Supported marketing efforts including soliciting customer testimonials and securing participation in events.
Rocksauce StudiosProject Manager
Jul. 2016 - Aug. 2017Austin, TexasManaged app design process from blueprint to development for 10-15 clients at a time with combined contract value of over $2M.
Ran daily scrum calls and focused on agile project management which lowered development time by 25% and kept projects both on budget and on time.
Updated operational methods, oversaw accounting procedures, tracked information and compiled data to improve efficiency.
InsightsClient Services Coordinator
Mar. 2014 - Mar. 2016Austin, Texas AreaOrganized workshop logistics for over 300 events/year, which was 25% growth year over year.
Provided upsell opportunities for global clients enabling a 58% overage of a multimillion-dollar quota.
Reduced accounts receivables for clients by 75% by implementing new processes.
Tableau SoftwareSales Area Manager, Enterprise
Nov. 2012 - Mar. 2014Austin, Texas AreaTop performer in attainment for revenue and services while growing assigned territory by 86%.
Worked with a field partner to support accounts with over one billion dollars in annual revenue, closing transactional deals to million dollar projects.
Helped customers maximize the impact of their data by sharing best practices for data analysis and presentation, as well as acting as a consultant for their data projects.
Alliance TechInside Sales Representative & Marketing Assistant
Aug. 2012 - Nov. 2012Austin, Texas AreaWorked with channel and partner accounts by handling online product demonstrations on a weekly basis. Sent marketing campaign blasts and participated in calling campaigns by making 70 outbound calls per day. Provided support to sales by creating proposals, obtaining pricing, moderating webinars, and closing deals when needed.
Dell Financial Services, LLCSenior Servicing Representative
Jul. 2009 - Jul. 2011Large Corporate and Public Accounts; Handled all aspects of servicing an assigned set of customers from the Large Corporate and Public
account division, including billing, cash applications, collections, credit, end of lease, fraud, operations,
sales, logistics, and legal requests while providing superior customer service.
Worked on escalated customer requests to resolve the issue and provide education in order to limit
additional problems on their accounts.
Wrote several policy and procedures which were used by all team members in multiple divisions and
segments of the company.
Completed training including social media in business, project management, advanced Excel, OneNote,
Outlook and Sharepoint.
Traveled to the Philippines to train call center employees at Telus International in sales and customer
service processes and procedures, as well as assisted with English language and American culture
training.
Provided daily guidance and support to team members located overseas and communicated any
concerns to management.
Sales Representative for Emerging Business/Mid-Market – Relationship and
Retention Group
Dell Financial Services, LLCPlatinum Servicing Representative - Accounts Receivable
Apr. 2005 - Jul. 2009Exceeded margin and revenue quotas on both a quarterly and an annual basis by using consultative
sales skills.
Supported Dell account managers with all products offered by Dell Financial Services and drove repeat
business by developing lasting relationships with customers.
2
Developed targeted campaigns to insure customer’s needs were being met while driving incremental
revenue from existing customer base.
Built and maintained strong cross-functional relationships with various internal groups, such as
collections, credit, cash applications, end of lease, operations, and overseas teams.
Acted as a first line contact for co-workers regarding processes and procedures.
Received Green Belt Certification for Business Process Improvement project that streamlined order
processing time.
Awarded with MVP, Team, and Vice President Recognition awards.
Sales Representative for Small and Medium Business - Acquisition and Large
Opportunity Group
Dell Financial Services, LLCFinancial Services Account Manager - Acquisition and Retention Accounts
Apr. 2004 - Apr. 2005Exceeded margin and revenue quotas on both a quarterly and an annual basis by using consultative
sales skills.
Supported Dell account managers with all products offered by Dell Financial Services and consistently
closed deals in excess of $50,000.
Used creativity in generating new leads and strategically targeting accounts.
Provided coaching and training for all incoming sales representatives, including members located in
India.
Received MVP awards for two consecutive quarters.
Small and Medium Business Sales Coach
Dell Financial Services, LLCSales Coach for Small and Medium Business
Aug. 2003 - Apr. 2004Provided training for sales representatives on financial products, overcoming objections, and customer
service skills.
Drove sales teams to attain the highest lease penetration rates in the company.
Received Top Coach award for three consecutive quarters.
Small and Medium Business Sales Manager on Duty Mailbox Support
Dell Financial Services, LLCSmall and Medium Business Sales Manager on Duty Mailbox Support
Mar. 2003 - Aug. 2003Created Manager on Duty Mailbox procedures and assisted in web-based request tool.
Processed discount requests, software support, and general questions from sales representatives from
all sites, including overseas partners.
Tracked trends regarding promotions and pricing to assist the Dell Marketing team.
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