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Work Background
Experian Employer ServicesSr. Director, Customer Success Strategy & Operations
Feb. 2023 - Jul. 2025Los Angeles Metropolitan Area
TigerConnectSenior Director, Sales & Customer Success Operations
May. 2022 - Oct. 2022Los Angeles Metropolitan AreaPromoted to Sr. Director of Sales & Client Operations under VP of Revenue Operations to build a collaborative operations organization from pre-sales to post-sales uniting the customer journey internally within TigerConnect. Led sales operations, client operations, and data analytics that supported business development, sales, account management, customer success, customer care, consulting, and professional services. • Successfully designed, developed, and launched comprehensive and multi-faceted customer health score focusing on deployment, adoption, engagement, support, and value realization utilizing machine learning, business rules, and CSM sentiment.
• Designed, developed, and launched NPS survey program.
• Designed, documented, and presented key monthly, quarterly, and yearly business metrics with insight and analysis to Executives, board members, and private equity investors
TigerConnectDirector, Customer Success Operations
Oct. 2021 - May. 2022Los Angeles Metropolitan AreaBrought in as first Customer Operational leader to build and transform post-sales customer operations overseeing program strategy and management, data analytics, and business systems. • Designed and developed Renewal Optimization program focusing on cross-functional systematic approach between sales, customer success, and account management. Developed comprehensive gross and net retention forecasting reporting to executive leadership.
• Led migration of Customer Success software to newest platform (Gainsight NXT), along with streamlining and simplification to reduce tech debt.
GenesysSenior Manager, Global Customer Success Operations
Sep. 2019 - Oct. 2021RemotePromoted to Sr. Manager of Customer Success Operations as thought leader to oversee cross-functional teams to design, develop, and enable systems and business processes supporting customer success strategic initiatives. Led multiple global teams consisting of customer enablement, data governance, and customer success business systems. Continuously refined customer success strategy around segmentation, engagement models, one-to-many programs, and customer health. • Led the design of a Risk Management programmatic process to determine the most significant contributors to overall customer health, introduce get-to-green plans, and provided a comprehensive view of contribution to the organization by key performance indicator achievement.
• Thought leader on designing and developing automation for entire customer journey within Customer Success to grow our existing client base and reduce corporate operating costs efficiently and effectively.
GenesysManager, Global Customer Success Operations
Jul. 2016 - Aug. 2019Washington D.C. Metro AreaBusiness system lead that designed, developed, and executed successful iterative implementations of customer success management application (Gainsight); drove adoption within customer success team and cross-functional leadership; and identified, developed, analyzed, and mapped business processes for rollout. • Successfully designed, developed, and deployed customer success management program developing business processes and mapping into business applications for four product lines globally.
• Served as program management and business system lead in design and implementation of custom revenue forecasting tool and automated cloud renewals with cross-collaboration from IT and Finance Operational leadership to successfully renew and forecast revenue for cloud customers.
GenesysCustomer Success Manager
Mar. 2015 - Jul. 2016Washington D.C. Metro AreaTrusted advisor for Genesys Software-as-a-Service solution. Partnered with clients in developing and improving upon their Customer Experience (CX) journey. Utilized CX Analytics Business Intelligence and Customer Experience--as well as understanding of business and operational challenges--to deliver Customer Success Plans, NPS Scorecard Reviews, Executive Briefings, and Quarterly Business Reviews tailored to each client. Utilized extensive consulting skills to uncover new opportunities for growth within existing and new lines of business. • Created a scalable and repeatable program to manage individual contributor client base of over 150 customers as one-to-many Customer Success Manager
• Selected as Customer Success representative to lead Relationship NPS program enablement for team including process standardization, training and enablement, and cross-functional communication.
• Successfully launched Gainsight integration project for Customer Success proof of concept, including designing and developing calls to action, playbooks, automated rules, dashboards, and customer 360 views while still successfully developing success with over 150 customers.
VerizonSenior Client Executive
May. 2013 - Nov. 2014Washington D.C. Metro AreaAligned with IT and business leadership to consult and develop strategic technical solutions for the entire Verizon Enterprise suite. Built strategic partnerships with clients, lead Executive Briefings and Quarterly Reviews throughout the year. Engaged in retention and risk mitigation oversight to support relationships. Coordinated with internal departments to support enterprise account management and ensure growth with optimal customer experience. • Managed a module of 15 accounts with a total Verizon spend of $11.3 million.
• Negotiated multimillion-dollar contracts on behalf of Verizon for obtaining and retaining revenue within client base.
VerizonEnterprise Sales Executive
Jun. 2012 - May. 2013Washington D.C. Metro AreaPartnered with Sales Engineers and Product Specialist teams to design and propose complex solutions involving Enterprise Cloud Infrastructure-as-a-Service (IaaS), managed hosting, colocation, application services, and IT professional and security services. Drove and delivered revenue by utilizing prospecting skill set to acquire new customer business, including staying up to date with social media, industry research, and networking to develop relationships with business leadership. • At time of promotion to Sr. Client Executive, achieved #1 ranking among regional representatives.
VerizonSenior Account Manager
Jul. 2009 - Jun. 2012Washington D.C. Metro AreaServed as a consultative sales representative managing 131 high-end, emerging enterprise customers with a total annual telecom and technology spend of $21.6 million. • Recognized as the Top Senior Account Manager under Premium Sales region. • Promoted to manage premium, high-end customer accounts within four verticals: healthcare, financial, utilities/transportation, and retail.
ComcastSr. Customer Account Executive, Professional Services
May. 2007 - Jul. 2009Washington D.C. Metro Area
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