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Work Background
Quality CloudsDirector of Client Success and Operations - US
Jan. 2024First to manage Client Success for all US based customers
Tasked to manage a set of enterprise customers across the lifecycle to optimize the adoption of Quality Clouds. Responsible for understanding customer goals, identifying and defining successes and challenges, developing and executing success plans, and facilitating the resolution of issues. Design and implement standard processes and best practices to measure the ongoing health of customer relationships while driving continuous and improved business value. Responsible for all cadence and business reviews. Establish education programs to communicate and educate customers on best practices, their product usage, key KPIs, the leveraging of new features and the integration into current processes. Identify cross sell and upsell opportunities and partner with Sales to bring them to closure. Proactively manage risks to satisfaction and churn. Partner with Product Management, Engineering, and Support to ensure a superior experience.
OversightSenior Client Success Manager
May. 2022 - Dec. 2023Managed top tier customers for leading Fintech SaaS provider
Responsible for owning relationships with top tier/marquis clients with the focus on retention, adoption, achieving client goals, and optimization of overall client processes. In addition to owning all cadence, was tasked with being responsible for understanding the complex contract language, client renewals, identifying and closing upsell opportunities and the ongoing optimization of client outcomes. As an escalation point, served as a liaison between clients and different teams within the organization such Implementation, Delivery, Product, Finance and Support.
Innovapptive IncSenior Client Success Manager
May. 2021 - May. 2022Became the 2nd member of the newly formed Client Success Organization
Tasked with developing processes, policies, standards, and procedures while engaging with and retaining the existing customer base. Collaborated with product teams on application enhancements and upcoming product roadmaps. Partnered with the sales team on existing customer expansion opportunities as well as pipeline customer presentations. Engaged the marketing team on creating new customer “value story” content that is to be published on the company website and used in marketing events. Established customer renewal timelines and engaged internal resources to ensure contractual and service agreement documentation was complete, centralized and consolidated in one location.
SkyBitzClient Success
Jun. 2018 - Apr. 2021Joined leading IOT provider of Telematics in support of the trucking industry
Cultivated VIP experience through adept assessment of client business requirements and promotion of customized service solutions. Actively engaged techniques for achieving horizontal and vertical service expansions with the intent of boosting revenue. Capitalized on opportunities for client retention and leveraged existing relations to support development of future business. Coordinated across sales, operations, and marketing groups to resolve client issues, and collaborated with managers to propose service enhancements based on client feedback.
360AlumniHead of Client Success
Mar. 2018 - Jun. 2018Ridgefield, CTCreated a Client Success program with the goal of working directly with clients to drive platform adoption and engagement while ensuring high levels of client satisfaction and value recognition.
TangoeClient Success Manager
Apr. 2016 - Nov. 2017Joining a leading provider of IT and telecom expense management software, I held responsibility for building lasting relationships and maximizing revenues for our most valued clients. By cultivating a VIP experience while managing a diverse 25-customer, $4.75M customer portfolio, I consistently exceeded goals for both new client bookings and sales renewals
IBM Commerce & IBM Cloud - Cloud Advisory ServicesEngagement Manager
Nov. 2013 - Apr. 2016Louisville, Kentucky AreaEntrusted to meet client business requirements and IT needs as part of this leading SaaS company, I advised and supported clients from initial consultation through service implementation and in steady state. Acting as primary contact for a 23-customer, $5M customer portfolio, I maximized ROI by facilitating launch of new programs and initiatives offering improvement in team efficiencies and effectiveness.
IBM Software Group | RivermineManager Global Managed Services
Jun. 2011 - Nov. 2013Louisville, Kentucky AreaIn this role, I was charged with leading managed services teams handling global accounts, global wireless operations, optimizing customer engagement, service delivery, relationship management, and satisfaction. Honored as an IBM Top Performer, representing rank among top 10% company-wide (PBC1), I led IBM onboarding following acquisition, culture change, and process revision while minimizing operational disruption.
RivermineClient Manager
Mar. 2009 - Jun. 2011Somerville, New JerseyDirectly overseeing a managed services team, I ensured a top-flight customer experience for this telecom expense management company. Enacting strategies to promote quality in onboarding and account management, I met or surpassed expectations for service agreements and performance indicators and was selected to receive MVP awards and other honors
Avotus CorporationClient Executive | Business Analyst
Jan. 2005 - Sep. 2009Murray Hill, New JerseyUtilizing business analytics data to optimize the client experience for a leading provider of intelligent communications management solutions, I drove achievement of objectives for client service, experience, and satisfaction and was promoted from an implementation role to manage a book of business.
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