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Work Background
GainsightStrategic Engagement Manager
Mar. 2025 - Jun. 2025RemoteAs a Strategic Engagement Manager on the Professional Services team, I lead enterprise software implementations from kickoff to completion. I serve as the primary client contact, driving strategic alignment, project execution, and executive engagement. I manage scope, timelines, resources, and risk while ensuring strong communication and partnership at every level.
LearnshipCustomer Success Team Lead-Americas
Jul. 2024 - Jan. 2025GlobalConcurrent with my Gainsight Product Owner Role, I also manage and mentor a team of Customer Success Managers across Latin America, focusing on client retention, contract expansion, and satisfaction. I drive the creation of data-driven ROI stories and guide my team in leveraging AI tools to boost productivity. I also manage a portfolio of high-value U.S. accounts across industries such as government, consumer goods, and healthcare. In addition, I oversee the Voice for All Community Responsibility Program, which provides free language learning to underserved communities, and I contribute to expert panels focused on improving learner engagement.
LearnshipGainsight Product Owner
Jun. 2022 - Jan. 2025Responsible for working across internal teams to determine the priorities for the Gainsight tool. Gather and document requirements and verify use cases. Manage product road map and individual projects. Work closely with the Gainsight administrator on strategy for delivery, testing, and maintaining projects. Quantify and communicate the value Gainsight is bringing to the organization.
LearnshipSenior Implementation Specialist
Jan. 2014 - Jun. 2022Develop and implement processes that allow a remote team of 14+ contractors to deliver study support to over 17,000+ learners across the globe in native language. Includes processes for trackable mass and individual emails, utilizing Salesforce to manage all learner contact history and managing incoming emails with queues. Provide ongoing product development direction and project management on application that will further automate the team’s activities to increase scalability and quality. Responsible for ongoing training and adherence to these processes as well as data analysis to monitor and determine their effectiveness. Past Projects in this Role: Supported blended learning solutions managed by 3rd party partner. Responsible for creating and implementing processes that enhance the field sales and support teams ability to sell, support and renew contracts including: -Create and execute direct communication plan for Executive Level blended learners to provide VIP level support -Cross communication between product team, field team and second party provider -Insure communication chain for product issues is effective, scalable and trackable
GlobalEnglishExecutive Coach Product Implementation
Jan. 2013 - Dec. 2014Successfully implemented and supported the first Executive level coach program within Fortune 100 company. Program was implemented globally to replace classroom training and was awarded the Brandon Hall Excellence in Talent Management & HR - Silver Award in Best Leadership Development Program and Brandon Hall Excellence in Learning - Silver Award in Best in Competencies and Skill Development.
GlobalEnglishShared Sevices -Request for Proposal Management
Mar. 2012 - Jan. 2014Created project management approach to answering request for proposals. Approach facilitated successful collaboration between myself, field sales, legal, product development and marketing which in turn allowed us to submit high quality RFP's that opened the door to live sales presentations and eventually signed contracts.
GlobalEnglishShared Services - Survey Process Management
Jan. 2009 - Mar. 2012Fine tuned the process used to gather and package user feedback from over 500 companies in 14 different languages. Created tools to enhance accuracy, efficiency of packaging results and working with contracted translators. Co-created a tool and process for translations that in turn saved the company a substantial amount of money in translation costs. Managed translators and global team of 6 people to package results into client facing presentations that helped aid in the renewal of contracts.
GlobalEnglishGlobal Account Manager
Feb. 2006 - Jan. 2009Fostered relationships with global clients and internal global team in order to successfully support the entire life cycle of our clients including: presales, implementation, program adoption, ROI with a focus on renewing business. Consistantly, achieved above quota on personal portfolio of existing clients by looking for upgrade opportunities and securing renewals.
Smartforce/SkillSoftAccount Consultant
May. 1999 - Feb. 2005Created, implemented and supported custom learning programs that delivered IT and soft skills to help US based companies meet specific business goals.
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