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Work Background
ShutterstockVice President, Global Customer Success
Mar. 2023 - Jun. 2024New York, New York, United StatesExecutive role building the world's best customer success organization by putting the customer at the center of the business. Lead a team of 10 senior leaders with a 150 individual contributor organization. Transformed the operation through the development of an efficient organizational design centered around four core functions: Success, Support, Experience, and Operations. Drove 2M annual cost efficiencies through balanced onshore and offshore talent, strategic partnerships, and resource consolidation. Developed customer engagement strategy, rich listening experiences for future innovation and revenue growth. Responsible for the post-sales experience lifecycle, from support to service, retention to expansion with management of 300M annual revenue across Enterprise and Ecommerce brands.
ShutterstockHead of Global Customer Success
Dec. 2021 - Mar. 2023Indianapolis, Indiana, United StatesCustomer Success Executive responsible for strategy, execution, evolution, and results of the post-sales experience. Owner of the global, Enterprise customer journey, including onboarding, adoption, value realization, retention, and expansion. Serving a 60-person client success organization across the globe with 110M annual revenue contribution with double-digit YoY growth and 115% net retention rate. Overall responsibility for building the world's best customer success organization, putting the customer at the center of the business. This includes strategy creation and execution of key customer initiatives. Focus areas include personalized customer journeys, human-first, digital-first programs, and data-driven lifecycle campaigns to reduce the cost to serve, optimize the service model across all segments, and scale a high-touch experience that continues multi-channel, 20-40% YoY growth.
ShutterstockSenior Director, Enterprise Strategic Programs
Aug. 2021 - Dec. 2021Indiana, United StatesSenior leader responsible for building and delivering programs that transform customer satisfaction, customer experience, and customer success while driving long-term value-added growth. Serve as early advisor in the development of customer-centric practices that enable 90%+ dollar retention and improve NPS by 10%. Co-led the development of offshore solutions to serve global customers, in time zone and languages, and reduce the administrative burden on sellers, reducing the overall cost to serve and increased time to sell.
Pattern89Chief Customer Officer
Jul. 2020 - Dec. 2021Indianapolis, Indiana, United StatesAcquired by Shutterstock. Executive position leading full lifecycle customer success and organization-wide business operations for 2M ARR start-up. Responsible for creating a comprehensive view of the customer to maximize customer acquisition, retention, and profitability across all areas of the business. After 8 months of transformation and rigor, led operational due diligence resulting in cash M&A.
AnvlVice President Of Services
Aug. 2018 - Jul. 2020Early start-up executive role, leading the first corporate partnered, venture-backed company at High Alpha Studio. Led all customer-facing efforts - full lifecycle post-sales experience - from strategy through execution.
SalesforceSenior Director, Customer Success Programs
Apr. 2015 - May. 2018Indianapolis, INSenior leadership position focused on customer success, building programs that help customers achieve business value at scale. We provide prescriptive services, best practices, and expert consulting at every stage of the customer journey. This role focused on customers spending less than 1M ARR, requiring creative programs to reduce the cost to serve and scale superior experiences to all customers through a monetized points system.
SalesforceDirector, Predictive Intelligence Professional Services
Feb. 2014 - Apr. 2015A Senior leadership position within Exact Target's Professional Services organization, coordinating the professional services delivery for the Predictive Intelligence product line. Responsible for services strategy, structure, management, and operations in relation to client success. Leadership of 32 person (+ growth) Services Delivery team. Business line was an acquisition and I was brought in to stabilize, operationalize, scale, and grow an incubated services organization in 12 months. This required intense change management, delivery of client services from inception to renewal, building up to a renewal rate of 85%. We implement techniques to ensure on-time deliverables within budget, achieving 15% cost savings in Year 1.
ExactTargetSenior Manager, Global Service Operations
Aug. 2011 - Dec. 2012Indianapolis, Indiana AreaA Senior Leadership Operations role featuring a mix of strategic planning, business analysis, services optimization, and business operations. Responsible for 100M service business with 50% margin.
ExactTargetSenior Manager, Program Management Office
Apr. 2009 - Oct. 2011Launched a Program Management offering for our customers, monetized for the business through a resource reservation model. Moved our Professional Services business from a cost center to delivering 20M in revenue.
ExactTargetManager, Technology & Consulting Services
Jan. 2008 - Jan. 2009A leadership position within Exact Target's Professional Services organization, coordinating the professional services delivery for the ET product line. Responsible for services strategy, structure, management, and operations in relation to client success. Key Responsibilities: •Plan, direct, and ensure the successful management of designed business solutions utilizing the complete resources of the organization. •Identify, evaluate, and develop methods and procedures that are efficient, effective and meet good business practice.
•Ensure the successful management of designed business solutions utilizing the complete resources of the Predictive Intelligence Services organization. •Implement techniques to ensure deliverables are on-time and within budget, increase efficiency, resolve issues and achieve cost savings for ETMC and our clients.
•Support sales efforts by conducting presentations and supporting proposal and SOW development.
•Analyze project profitability, revenue, margins, and utilization.
•Prepare and monitor all performance metrics.
•Provide tracking and trending information for process improvement •Adapt to and lead change, and coach others in the acceptance and support of change.
•Collaborate and support network of referral and consulting partners to ensure successful client engagements with partners.
ExactTargetImplementation Consultant
Jan. 2006 - Jan. 2008Responsible for leading the design and delivery of ExactTarget solutions and technologies to meet client business goals and technical requirements. Key Responsibilities: • Support Pre-Sales Consultants with sales opportunities by validating solutions
• Lead consultative engagements with clients on the technical and business challenges related to their e-communication initiatives
• Present high-level overviews of the platform and integration capabilities
• Create, manage and present an actionable documentation suite that aligns a client's business needs to that of the Solution.
• Managing multiple client engagements and work with associated team members • Identify project issues / risks and present alternatives to alleviate or resolve
• Product positioning leveraging feature to benefit analysis • Understanding of sales process and methodologies • Excellent strategic & technical thinking •Consultatively engage with customers and to quickly make complex decisions
Veolia WaterSoftware Application Manager
Jan. 2000 - Jan. 2006
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