Smartsheet

*Lead West Large Enterprise, Strategic CSM Business -- Oversee 1 Manager of Strategic CS (with team of 5) + 10 Senior CSMs ($96M ARR)
*Responsible for driving team results in net retention, license allocation, active users, and losses each quarter.
*Driving business change with Strategic Accounts Operating Model to continue to evolve our business to lead operational and efficient change at SMAR.
*FY23 NR: 130%
*FY24 NR: 135%

Senior Manager, Customer Success -- Strategic Accounts, Large Enterprise

*Lead, coach, and develop 12 CSMs across the West and Central regions; manage $40M in ARR.
*President's Club Qualified -- Exceeded annual quota for FY22 -- 140% NR (overachievement of 111% on NR targets).
*Hire, develop, and support individuals to be strong leaders of their business. Consistent focus on evolving customer success strategy, career, and personal development to ensure long-term employee retention and success.
*Revised and launched a new renewal process across Strategic Accounts resulting in fewer overdue renewals and more accurate risk forecasting and mitigation strategies.
*One of five core team members of Gainsight roll-out – guide the design and implementation of Smartsheet’s instance of Gainsight in partnership with all cross-functional teams using Gainsight (renewals, sales, BI, etc).
*Representing Large Enterprise in the revision of CS onboarding -- will result in CSMs taking their book of business sooner by focusing on product learning first and incorporating process-oriented learning along with learning their customers and taking their book. 
*Key liaison to our Large Enterprise sales team, Support team, Product teams, and Executive team.

Manager of Customer Success -- Strategic Accounts, Large Enterprise

President's Club Award Winner FY20. 
President's Club Award Winner FY19. 
Champions Club Award Winner (hitting quota every quarter) FY19.

As a Strategic Customer Success Manager, I work with teams across Fortune 50 businesses to ensure they are getting the maximum ROI out of their Smartsheet investment. Often times this starts with determining strategic goals and objectives and then creating a plan of action to get there.
 
My role can look like a number of different things; I certainly don’t take a cookie-cutter approach to my business and I work to right-size programs and efforts given the size/shape/landscape of the business. 

I’m all about elevating both the quality of work being done and elevating the individuals and teams that are doing it.

Customer Success Manager, Large Enterprise Accounts

Smartsheet is a cloud-based work management platform empowers collaboration, drives better decision making, and accelerates innovation by helping organizations plan, track, automate, and report on work. I manage a set of large, healthcare accounts in order to help drive a high level of customer satisfaction, successful product use, and customer retention. Serve as the primary point of contact for key customers, understand customer success criteria, address questions, resolve issues and over time serve as a trusted Smartsheet advisor.  

Leadership and operations – 
Lead the Healthcare Vertical at Smartsheet to provide specialized guidance to our large healthcare customers. 
Mange customers and help them grow by investing time, energy, and industry expertise to help them improve their business processes and become more effective. Drives product engagement.
Sales Liaison role -- partner between Sales and CS dept.

Product expert - 
 Key liaison between customers and product, development, and marketing teams.. Translates customer experience into meaningful product change and evolution.
Travel to key markets to visit customers and learn more about how they’re using the product, deliver trainings to improve their product knowledge, empathize with the challenges they are having, and do customer research on how Smartsheet can improve as a product and as a company. 

Product planning and project management - 
Develops plans for customer research and growth in alignment with quarterly business goals. 
Develops strategic plans and timelines for customer’s growth (internally with Smartsheet leadership and externally with customers).
Build solutions for customers utilizing best practices in Smartsheet. This process involves understanding the customer’s business, empathizing with their challenges and successes, and then identifying opportunities to help them become more efficient, which is the solution that is built and delivered to customers via a presentation or onsite visit.

Customer Success Manager, Healthcare Vertical SME 

Mattison Household

* Show unqualified love and acceptance
* Co-Project Manager (aka. parent!) responsible for physical and emotional development of a tiny, but rapidly growing human
* Teacher of life skills and open-mindedness
* Mediate difficult situations and questions daily
* Ensure age-appropriate learning and development
* Lead frequent seminars on life, love, philosophy, religion, politics, and leadership

Mother

Occidental College

Plan alumni events in coordination with Occidental College Alumni Department. Help Occidental raise their visibility in the greater Western Washington area and increase annual giving from alumnus.

Co-Chair, Western Washington Regional Alumni Group

PATH

Leadership and operations – 
•	Provides leadership for the internal project team and primary point of contact with external clients. Produce project goals and metrics for evaluation and determination of success/completion; manage project timelines, deliverables, and communicate with client and other project managers to ensure each organization is in alignment with the plan. 
•	Primary adviser to international clients; guide them through the onboard process, build strong relationships with the team, and ensure successful adoption and continuation of technology and public health programs through technology-based tools and program management. 
•	Excellent communication skills—produce and edit proposals, reports, and presentations in English and Spanish. Skilled public speaker.
Project management – 
•	Utilize decision-making and project management tools to promote efficiencies when working with technical advisers, clients, and partner organizations. Consistently report to team, partners, and managers as appropriate to maintain solid communication channels. 
•	Mitigate risk and potential delays to project goal. Quickly address and work to solve any critical issues. 
•	Accountable for quarterly progress results and customer satisfaction on several international projects; successful through regular project meetings, excellent written and verbal communication skills, detail-oriented project tracking tools, and trainings.
•	Liaison to field staff in 13 countries; high level of familiarity and comfort working with staff around the world in various cultures and time zones. 
Business development: Drive best practices and innovation – 
•	Evaluate organizations’ complex business practices and technical policies—identify project risks, solutions, and plans—present to project team and in-country partners. Offer training and guidance to develop sustainable and improved business practices.
•	An integral member of the business development team.

Senior Program Coordinator

Harvest Capital Advisors

•	Harvest Capital Advisors is an independent wealth management firm helping individuals and families grow and manage their investments and financial plans for a successful future.  
•	Coordinated and organized all client work for seven senior planners, a total of 300+ clients; email and phone support to clients, prepared financial templates and reports, conducted post-meeting follow-up with clients. Resulted in a well-organized and highly efficient office, delivering high quality financial service to all clients. 
•	Ensured database accuracy and security; completed routine maintenance to optimize performance. 
•	Drafted/edited all company correspondence—monthly market outlook, newsletters, and buy/sell notices.
•	Managed all seminar preparation, which includes: research, preparing PowerPoint, and creating handouts.
•	Developed systematic procedures to streamline client work-flow.  Implemented recording and accounting processes to document work accountability and task completion in Junxure (office management software).  
•	Created individualized, financial plans using NaviPlan software and present results to clients.
•	Led Client Relationship Management meeting each week with successful results of developing office-wide procedures to ensure a consistent and positive client experience. 
•	Prepared and pitched sales plans to prospective new clients. Lead the sales pitch that resulted in signing the highest network client to date ($15 million assets under management).

Client Relations Administrator & Registered Paraplanner

CMC Advisers

• Performed general office management duties and helped organize schedules and workload for senior planners
• Helped in conversion of entire office to a paper-less document management system
• Helped create new organizing/filing system for all client data 
• Executed three marketing campaigns, which included conducting independent research into client markets

Office Assistant

Resident Advisor

Over fifteen years of professional experience leading technology-focused, impact-driven projects across a variety of globally-dispersed teams. An effective people leader who guides Customer Success Managers to be strategic partners helping enterprise organizations maximize their investment and conceptualize how to get work done. Results-driven, energetic, and analytical leader, I thrive in a fast-paced and collaborative environment; focusing on customer relationships, delivering value, efficient management systems, and excellent communication channels.

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