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Work Background
Independent ConsultantFractional Executive
Mar. 2024Boston, Massachusetts, United StatesAdvising multiple AI startups and SaaS companies around the world, as fractional Head of Customer Success, CCO, COO, and CRO. o Building, evaluating, and strengthening customer success teams
o Designing customer success journeys and plays
o Building and training customer facing teams (pre and post sales), collaborating with product across to define and deliver MVP and early products
o Building cross functional strategy roadmaps to drive fundraising efforts and revenue generation
Palla.aiHead of Customer Success & Sales | Co - Founder
May. 2022 - Apr. 2024Boston, Massachusetts, United StatesPalla.ai brings AI, Machine Learning, and data analysis to professional sport franchises (starting with soccer/football). Responsible for developing customer strategy and leading all customer-facing teams. o Drove sales pipeline, created and scaled the pre-sales, sales, customer success, professional services, and support teams o Led the recruitment process, defined KPIs, Plays, and Deliverables using multiple BI Tools o Implemented a thoughtful customer experience map, created a program management framework, and gathered customer feedback to deliver business goals o Led cross-functional product development efforts and advocated customer needs with product management team to collaboratively define the product roadmap o Articulated and presented unique value proposition to improve customer experience, drive growth, and deliver expected project results on time
MuleSoftSenior Director, Customer Success: Global Marquee Accounts FINS
Feb. 2021 - May. 2022Chicago, Illinois, United StatesMuleSoft provides integration software for connecting applications, data, and devices. Responsible for scaling the Marquee team and defining it first as a separate region, and then in the FINS vertical, by building an inclusive team of the most talented Customer Success professionals in the industry. Responsible for making strategic decision regarding customer-facing strategies in cross- functional teams. Focused on taking advantage of both long-term goals and spot opportunities to deliver on customer needs. Nurtured the long term relationships to create outstanding customer experiences, by working hard to proactively troubleshoot issues. o Developed KPIs, management and compensation strategies, territory allocations, team deliverables, and the recruitment process o Collaborated with local leadership in setting up operations in Japan, and created a repeatable process to scale the CS, and Support teams in regions that lack direct access to resources and leadership o Worked on multiple key incubator projects, focused around AI, to deliver customer-facing solutions. Thoughtfully managed stakeholders to influence buy-in on projects that contributed multi-million dollar renewals and add-ons o Formally and informally led the recruitment process, and mentored multiple members of the Marquee team, as well as several other talented colleagues from CS, Product, and other functions
MuleSoftDirector, Customer Success - Global Marquee Accounts
Aug. 2019 - Feb. 2021Greater Chicago AreaHelped establish the Marquee team, as a diverse, experienced, and strategic group of thinkers, and encouraged them to make intelligent and empathic decisions to impact the customer experience of some of our most complex interactions. o Partnered with global stakeholders to deliver exceptional customer-facing results that would convert to the largest global contracts and with the highest potential for marketing-focused content generation o Collaborated cross-functionally to develop strategies on numerous topics, from data engineering and architecture to go-to-market strategy, to address customer's business needs and deliver measurable business value o Ran point to communicate with key MuleSoft executives to manage key support incidents as a relationship builder based on loyalty, working hard to troubleshoot issues, and through constant communication
MuleSoftSr Principal Customer Success Manager - Global Marquee Accounts
Aug. 2018 - Jul. 2019Chicago, Illinois, United StatesResponsible for a portfolio of some of the largest global accounts, representing total revenue in excess of $40M. Drove the most strategic and visible projects, managed C-level executive relationships, communicated results and the product roadmap, and shaped the field of integration. o Drove product adoption and troubleshooting of issues through constant communication and thoughtful account leadership
MuleSoftPrincipal Customer Success Manager
Jun. 2017 - Aug. 2018ChicagoWorked with large accounts in the North region (US-Midwest), owning relationships from deal closure to renewal. Helped customers identify new use cases and manage their digital transformation projects. Owned add-on, renewals, churn, team mentoring, escalations (technical and otherwise), executive engagements, and strategic planning
ApptioCustomer Success Manager
Feb. 2015 - Nov. 2016London, United KingdomApptio provides a B2B SaaS based technology business management platform. Responsible for all customer needs for a portfolio of 20-50 clients representing a total revenue in excess of $25M. o Liaised with company leadership, product management, and support teams, to ensure high customer satisfaction and product stickiness. Focused on increasing usage, adoption, and renewal rates.
InnovairreEuropean Account Manager
Sep. 2011 - Jan. 2015Amsterdam Area, NetherlandsIDMi is a leading SaaS provider database services, from data engineering, to analytics, to long-term data strategies. Responsible mainly for three areas: transitioned and onboarded new clients, influenced their data engineering strategies to grow their adoption, and proactively helped them troubleshoot issues.
FGMPAssociate: Organizational Development
Aug. 2010 - Jul. 2011Milan Area, Italy
FGMPCampaign Analyst, part time
Nov. 2004 - Apr. 2008Milan Area, Italy
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