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Network Power<100 people
Roles
✔️66%
IT
💰33%
Investor & VC
💸33%
Marketing
Geos
🇺🇸33%
United States
Work Background
Candid HealthCustomer Onboarding Lead
Mar. 2024 - Feb. 2025United States, New YorkLed the end-to-end onboarding experience for new customers, ensuring seamless adoption of the Candid platform. Collaborated cross-functionally with product and engineering to drive improvements based on customer feedback. Owned support documentation and training materials, launched NPS and customer feedback surveys, and monitored key KPIs such as revenue conversion and project timelines. Managed and mentored a high-performing onboarding team.
Key Highlights:
- Spearheaded onboarding process improvements to accelerate time to value.
- Created a scalable framework for customer training and documentation.
- Helped surface product insights that shaped roadmap priorities.
MindedSenior Director of Customer Success
Oct. 2020 - Sep. 2023United States, New YorkBuilt and scaled the Customer Success function from the ground up during Minded’s rapid growth phase. Designed operational processes to support 5,000+ customers, implemented feedback loops like NPS tracking, and led a team of associates focused on user satisfaction and retention. Played a central role in customer communications, process documentation, and the post-acquisition transition of the customer base.
Key Highlights:
- Launched CS processes from scratch to support high-growth SaaS platform.
- Built and managed a top-performing CS team.
- Successfully transitioned customer operations during company acquisition.
Lumity, Inc.Implementation Lead
Jan. 2017 - Sep. 2019United States, San MateoAs the first implementation hire, built the entire onboarding and implementation function from the ground up. Designed processes, created project tracking systems for leadership visibility, and partnered with product and engineering to enhance customer experience. Hired and trained additional team members as the company scaled.
Key Highlights:
- Developed the company’s first implementation workflow and project tracking system.
- Created a collaborative feedback loop with product and engineering.
- Hired and led the initial implementation team as Lumity grew.
ZenefitsDirector of Implementation
Jul. 2015 - Aug. 2016Scottsdale, AZLead, coached, and developed employees to achieve goals and overcome obstacles. Motivated and engage team to excel in high-change, rapid-growth environment. Created and iterated on KPI’s to analyze and publicize achievements and areas for improvement. Coordinated and collaborated with every department to encourage communication, prevent and resolve escalations, and lead cross-departmental initiatives. Scaled and improved implementation and project management processes. Identified opportunities with the product team to improve product functions for our internal team and for clients. Leveraged data and analytics to understand areas of friction between expectations of performance and delivery. Worked with executive leadership to identify business needs and overall direction.
ZenefitsManager of New Group Implementation
Mar. 2015 - Jul. 2015San Francisco Bay AreaManaged performance and productivity of direct reports to established performance standards. Mentored and fostered improvement of team members. Established goal-setting practices and held team members accountable for weekly and monthly goals. Hired team members and represented the implementation team at hiring events. Reviewed and interviewed candidates to help grow the team from 7 members to over 100 members. Collaborated with internal Zenefits teams to establish best practices for communication. Handled escalations where expectations or satisfactory service levels were not being met.
ZenefitsProduct Operations Analyst
Mar. 2014 - Mar. 2015San Francisco Bay AreaManaged the setup and integration of new customers into the Zenefits platform. Coordinated with the sales team and customers to ensure a concise and detailed project plan. Held a book of business between 30 and 50 clients. Learned the small group insurance marketplace to assist in the setup of group policies. Worked closely with business partners to meet customer defined deadlines and expectations. Improved internal processes and standards for client communication to meet the rapidly growing list of offerings and system limitations.
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