Harvard University

Provide strategic leadership and be responsible for broad supervision of the department's external units: athletic communications, creative content, multimedia productions, marketing and promotions, tickets, and corporate sponsorship. Develop and execute strategies to ensure collaboration and alignment amongst these areas to unify and strengthen Harvard Athletics' identity, presence, and message.

Deputy Director of Athletics for External Operations

Gain Grow Retain

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WHOOP

As Director of Member Engagement, I was responsible for the creation and development of WHOOP’s automated customer success strategy. I had the opportunity to pursue this initiative across three functions within the company, membership services, product, and lastly as part of the CRM team within the marketing department. In this highly cross-functional role, I was focused on building a scalable framework that would improve retention and ensure we delivered daily value to all WHOOP members. This position provided me the opportunity to work on a wide range of initiatives including, the creation of a brand new engagement project submission process, the restructuring of our social support team, the launch of a 1-to-many onboarding program, the launch of a member cancellation experiment/intervention, the roll out of a moderation feature forcommunity chat tool within the WHOOP app, planning (and execution) of an enterprise support pilot, a revamp of our press onboarding, the creation of the company’s first voice of the customer program, and the planning/launch of the company’s first ever inside sales team via chat (pilot → business as usual). All projects required strategic thinking, relied on data where applicable, and various degrees of collaboration.

Director of Member Engagement

Emerging Leaders Syndicate

The Emerging Leaders Syndicate (ELS) is an invite-only, professional community bringing together the best minds in go-to-market who are interested in venture capital.

connectRN Inc.

As Director of Customer Success, I was responsible for leading and scaling our customer-facing team of twenty-eight that serviced both clinicians & facilities. I was tasked with building and structuring the team to handle massive growth while maintaining quality & consistency of service. As a key department leader, I collaborated closely with Sales, Product, and Clinician Experience to strengthen service lines and relay usage trends and customer feedback. In six months we increased our headcount by ten, watched our NPS score increase from 42 – 70, implemented a new phone system, and I was asked to oversee clinician onboarding & activation (both functions fell under a different department prior to being delegated to my supervision).

Director of Customer Success

Armored Things

As the first customer success hire, I was responsible for driving the development of our customer success strategy operations and helped support our marketing efforts. The specific functions that fell under the customer success scope include, onboarding, implementation, training, and renewals.

Drift

Members of the customer success team had three primary responsibilities, ensuring successful onboarding, driving product adoption, and retaining their customer base. I managed two separate books of business, for two separate products, twenty-three Small/Medium Enterprise (SME) Drift customers and eighty-nine Siftrock customers, totaling $559,192 in annual recurring revenue. My performance during my tenure with the company earned me admittance to Drift’s Inaugural President’s Club (top 10% of the company across all teams). Entrance to Drift’s Presidents Club was granted to the customer success manager with the strongest net churn number as a percentage of their customer base (average monthly net retention – 104.7%).

Conversational Marketing Customer Success Manager

Jebbit

Jebbit has built the world’s first declared data platform. Our platform enables marketing and sales teams to create beautiful, mobile experiences aimed at capturing the most important consumer data an enterprise needs. Instead of relying on third-party data which is often highly inaccurate and incomplete, enterprise brands use Jebbit to capture consumer intentions, motivations, and preferences.

Customers include travel, ecommerce, and sports teams such as Cathay Pacific Airways, LifeLock, and the New England Revolution.

Jebbit was named one of the Top 25 Most Promising Companies in the World by CNBC, the Best Tech Culture in Boston 2016, and its cofounders are Forbes 30 Under 30 honorees. To learn how you can get started with a declared data strategy, visit www.jebbit.com.

Director, Customer Success

Boston Red Sox

•	Establish strategic youth engagement benchmarks/goals, aligned with those set by MLB, by gathering pertinent business, financial, operations, and service information; identify and evaluate various industry trends and executions; select a course of action; define youth engagement objectives; evaluate outcomes.
•	Perform an internal audit of current Red Sox youth engagement initiatives; provide recommendations for improvement of existing programs and identify areas of opportunities.
•	Prepare & manage annual youth marketing & fan club budgets; schedule expenditures; analyze variances; institute corrective action when necessary.  
•	Research, identify & engage potential partners whose core competency reside within the youth/family space. 
•	Work in tandem with the FSM sales team to develop and package concepts for presentation to potential sponsors

Senior Manager, Fan & Youth Engagement

Manager, Fan & Youth Engagement

Oversee all aspects of the Red Sox Nation and Kid Nation programs including budgeting, operations, sales, programming, content and customer service.

Fan Club Specialist

Charity Partners, Inc.

Charity Partners is a venture-backed for-profit company that raises funds for some of the world’s most admired charities and foundations via its patent-pending online Charitable Sale™ Marketplace and its special relationships with professional sports teams and world class entertainers. Acting as a charitable intermediary, Charity Partners enables buyers to buy and sellers to sell– at the same price they transact elsewhere– while redirecting millions of dollars of the financial value currently captured by purely commercial intermediaries (brokers, wholesalers, etc.) to charity.

Charity Partners’ first industry marketplace, Tickets-for-Charity®, works with top performing artists, theaters and sports teams to shift some of the financial benefit of billions of dollars in excess demand sales currently captured by unauthorized resellers in the secondary ticket market to charities that they and their fans support. Tickets-for-Charity offers fans unique access to high-demand seats and VIP experiences for sports and entertainment events nationwide – for the same or better price they find elsewhere – while benefiting charitable causes.

Charity Partners is proud to be working with nearly 100 respected nonprofit partners, including Boys & Girls Clubs of America, Feeding America, Habitat for Humanity International, Natural Resources Defense Council and United Way Worldwide, among others.

To learn more, please visit www.charity-partners.com and www.ticketsforcharity.com.

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