Edge (formerly EyeRate)

Head of Customer Success

4insite

Led client service functions inclusive of onboarding, success, and operations with a keen eye on scaling web/mobile platforms and evolving the service and operational value proposition while working under the direction of the CEO and President. Build a high-performing team, including CSMs, Onboarding Managers, and Data Analysts.

Customer Success Director

SBM Management Services, LP

Developed internal workflows, bonus structure, key performance indicators, and training material by collaborating with different departments, including engineering, operations, safety, finance, and human resources. Consulted with CEO and Sr. VP of Human Resources on program progress, while reviewing comprehensive solutions, systems, and infrastructures, as well as delivering final reporting/recommendations to executives.

Director, People Systems and Operations

Cultivated high-level customer relationships with Fortune 500 clients, 3 million square feet, and multi-million-dollar annual operating budget, focusing on contract retention and growth. Led operations improvement projects from inception to launch, inclusive of developing timelines/deliverables, conducting risk assessments, managing budgets, and selecting/partnering with teams of operational SMEs. Devised and executed training strategies for supervisors, managers, and frontline staff; focused on new operational processes, budget tracking and adherence, vendor management, and new technology tools. Enabled swift decision-making for continuous improvement by conducting weekly customer and internal reviews to translate data insights into business value.

Account Director

Spearheaded consultancy efforts in the UK with an International Facility Management (IFM) group to implement technology with their cleaning services program.  Identified gaps in operational workflows and create efficiencies, provided training to management and frontline staff, and served as a trusted advisor to the client. 
Collected feedback on the software and worked with the engineering team for continuous improvement.  The project resulted in $1M annual savings and secured a multi-year SaaS contract - the first in the industry.
Analyzed a new 1 million square foot facility with hundreds of space types and developed staffing requirements perfectly aligned with customer scope of work and SLA to maintain high-quality service.

Management Consultant

Regional Manager

Customer Success leader with a multifaceted background in team development/leadership, strategic operational planning, and software solutions management along with extensive global experience in building and executing operational processes and leading enterprise-level clients to drive advocacy, adoption, expansion, and renewals within B2B SaaS environments.

•	Customer Success Management
•	Business Development/Expansion
•	Software Implementation & Management
•	Customer Advocacy & Retention	
•	Project/Program Management
•	Growth & Revenue Optimisation
•	Client Account Management
•	Change Management	
•	Strategic Business Planning
•	People Management
•	Process Improvement/Standardization
•	Staff/Customer Training

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