Karbon

Reporting to the CEO, I am responsible for a revenue generating global Customer Success organization, Implementation and Professional Services, Technical Support, and Customer Enablement. 

Karbon is the premium work management platform for the accounting industry and has become indispensable for firms around the world to support their team and navigate the shift to remote / hybrid work. Karbon enables clients to proactively and effectively manage workflows, communicate with teams and deliver exceptional client work. Founded in San Francisco, Karbon has grown into a globally distributed team with people in California, Chicago, Australia, New Zealand, Canada and United Kingdom. We are growing rapidly with a high performance, client and community focused culture making a global impact.

Chief Customer Officer

Women in Customer Success

Mentor

Wednesday Women

Advisor

Melo Associates

Melo Associates Advocate

Catalyst Coaching Corner

Invited to be a Customer Success Coach for the Catalyst Coaching Corner, an application-based program that pairs people who are aspiring to become Customer Success Leaders or who wish to elevate their Customer Success career with experienced industry leaders for monthly coaching sessions. Apply here: https://catalyst.io/coaching-corner

Growth Coach

RevRoom

RevRoom is a trusted space where curious revenue leaders are collaborating on the future of b2b go to market.

Member

TrustArc

Reporting to the CEO, transformed an early-stage SaaS business that defined the data privacy software space. Contributed to successful completion of a $70M D Series Funding Round. Supported the strategic acquisition of Nymity, optimizing integration efforts and delivering substantial value to the organization. Senior leader of 150 service team members distributed globally. Responsible for key performance indicators; including customer retention, net promoter scores, upsells, operating efficiency, product quality, SLAs, and employee engagement.

• Created a highly responsive service delivery and support structure across NA, EU, and the Philippines
• Developed and scaled Customer Success, Onboarding, Technical Account Management, Support, and Back Office organizations, while expanding existing Certification and Professional Services businesses
• Partnered with Sales and Account Management to develop customer strategy and acquisition plans, drive product adoption, manage retention, and mitigate churn
• Collaborated with Product and Engineering teams to build customer ticket priorities, SLAs, severity alert process, and technical support documentation
• Led customer-centric, happy, productive, and inclusive teams who communicate effectively; highest employee engagement scores in the company all years
• Managed large scale project engagements (including product migrations) to ensure solutions are deployed optimally and within customer requested timelines
• Maintained customer loyalty, enabling revenue growth and customer upsell
• Drove the implementation of Salesforce Service Cloud for Support and Technical Implementation
• Partnered with Sales to develop strategies to improve customer delivery experience
• Launched the Women at TrustArc ERG

Senior Vice President, Client Services

TRUSTe is the leading global Data Privacy Management (DPM) company and powers trust in the data economy by enabling businesses to safely collect and use customer data across web, mobile, cloud and advertising channels. Our cloud-based Data Privacy Management Platform delivers innovative technology products, including website monitoring and advertising compliance controls - along with privacy assessments and certifications. More than 5,000 companies worldwide rely on our DPM platform and globally recognized Certified Privacy Seal to protect / enhance their brand, drive user engagement and minimize compliance risk.

Vice President, Client Services

CME Group

Contributed to the launch of a new operating unit (CME Co-Location Services). CME Group Co-Location Services offers connectivity, hosting, and support for electronic traders. Created and managed a highly responsive, 20 person multi-channel support center. Responsible for the customer experience, training, and all service management programs. This included defining the support strategy and quality management program and leading the 24x7 Customer Support organization. Established processes and measures to manage SLAs with customers, vendors, and internal departments. Proactively managed service escalations and identified trends in overall service delivery.                                                                                                                                             
 
• Defined and enhanced the customer success strategy and organization structure to achieve goals for the Co-Location business unit
• Served as the business owner for the customer service portal defining the business vision, requirements and ongoing direction
• Defined the service management vision and measures for the customer service function (including customer and management reporting on SLAs, and our customer satisfaction survey program)
• Drove continuous improvement activities across all service metrics
• Strong advocate for communication among various teams and departments within CME Group
• Created and managed customer facing and internal communications
• Achieved consistently high customer satisfaction ratings for support services and web portal
• Owned incident management, change management, business continuity, and external audits

Senior Director, Co-Location Customer Service Operations

Verizon Business

Leadership of implementation, customer success, and technical service organization distributed across 15 states. Accountable for multinational enterprise customers with total billed revenue of $900M+. Created and sustained short and long-term vision for the enterprise service organization aligned with company policy, corporate strategies, and fiscal responsibilities. Successfully managed a $15M+ budget for territory. Recognized for consistent excellence in challenging environments utilizing technical and functional abilities to lead teams toward results-driven success.

·	Drove continuous improvement across all service metrics including service delivery, technical 
	operations support, and service management 
·	Improved customer installation performance by 10% and decreased revenue impacting 
	service credits by 2% YOY
·	Managed large scale project engagements to ensure solutions were deployed optimally and within 
	customer requested timelines
·	Maintained 80% travel schedule to grow relationships with top customers across region, enabling 
	revenue growth
·	Fostered synergy between sales and service teams in region
·	Presented executive-level briefings to existing and prospective customers
·	Created and led MCI/Verizon Executive Escalations organization

Regional Service Vice President

• Led 7 managers, total organization of 115 distributed across 11 states in the Midwest region
• Supported customer revenue base of  $700M+
• Accountable for customer service for 300+ Enterprise customers (all billing $500K+/annually)
• Created and sustained short and long-term visions for the organization aligned with company policy, corporate strategies and fiscal responsibilities
• Drove continuous improvement across all service metrics including service delivery, post-install technical advocacy, and service management
• 80% travel schedule to maintain relationships with top customers across region
• Maintained customer loyalty

Director of Service & Executive Escalations

• Led a unit responsible for handling all MCI and Verizon Business customer complaints directed to senior executives and company officers
• Published reporting to show escalation trends and identify process improvement recommendations
• Facilitated agent monitoring sessions for outsourced service centers to identify training opportunities and process improvements and ensure clients were receiving quality service
• Identified as key contributor during MCI and Verizon merger in January 2006

Senior Manager of Executive Escalations

• Responsible for hiring, coaching, developing, motivating and corrective action for 6-8 award winning customer service teams and Supervisors
• Maintained optimal staffing levels for 150 customer service employees (24 x 7 x 365) to ensure top productivity levels
• Created annual kickoff themes for customer service organization
• Mentored supervisors through structured 8 week development programs
• Collaborated with senior management on process improvements, workflow procedures and incentive changes
• Development and active participation in recognition programs to motivate employees
• Creation and leadership of a new escalation organization to handle all MCI customer complaints directed to senior executives and MCI officers

Manager of Customer Service & Executive Escalations

• Responsible for hiring, coaching, developing, motivating and corrective action for award winning teams of 16-22 Customer Service Representatives
• Led agent monitoring sessions to ensure clients were receiving quality service, accurate billing, and prompt escalation resolution
• Facilitated daily pre-shift meetings, created motivational contests for individual teams and competitions for entire customer service organization
• Organizational lead for weekly management reports

Supervisor of Customer Service

Chief Customer Officer | Growth Coach | Speaker | Wedding Officiant

Results-oriented leader with 15+ years global customer success leadership experience in a variety of technology fields. Passion for building customer-centric organizations, accelerating value, and creating customer loyalty. Master collaborator at all levels of organization to optimize profits and performance. Unmatched energy.

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