Visa

- Builds relationships with key personnel for global partner accounts; including C-Level; developing rapport as SME on partner to internal stakeholders representing voice of the partner.
- Proactively leads partner account planning process to develop mutual performance objectives; revenue targets and identify critical initiatives.
- Promotes adoption of new products and services
- Leads revenue generating contract negotiations, proposes pricing strategies for product expansion and contract renewals
- Develops and drives strategy with Verifi stakeholders
- Enhances value-based solutions, providing partners with industry and product thought leadership
- Coordinates go-to-market plans including Co-Brand materials, partner communications, joint marketing, sales training, lead qualification and referral process

Strategic Account Manager, Channel Partnerships

Meta

Managed a team of 7 Program Managers supporting a 24/7 operation for a 70,000-employee multibillion dollar company focused on relationship management, strategic optimization, enablement, and hi-priority escalation resolution of Meta’s Payment Partners. Focused on Core business including payments and payouts for: Ads, Game Developers, Content Creators, Charitable Giving, and Person to Person, as well as managed Invoices, and Purchase Orders. Key Partners managed included Adyen, Chase Paymentech, Cybersource, Braintree, Hyperwallet, PayPal, PPGF, NFG, Stripe, Blackbaud, Cielo, Razor Pay, Bank of America, Visa, Mastercard, American Express, and Discover.
•	Created the standard operating procedure and incident management protocols for Meta’s Risk & Payment Partner Management.
•	Achieved a 98% Manager Pulse score half over half.
•	Hired and onboarded an additional 3 People Managers and 10 Program Managers to grow the team and meet roadmap demands.
•	Fostered and strengthened cross-functional relationships with Meta’s product, engineering, and partnerships to build trust, increase collaboration, and influence shared goals and priorities.
•	Defined vision, mission, and set team and IC level goals.
•	Drove team-wide results, focused on impact, and delegated effectively to span multiple managerial and IC gaps due to long term colleague absences.
•	Expanded the team and fostered the growth of skills necessary for long-term growth to meet the support needs of internal stakeholders and external payment partners by facilitating the funding for ongoing payment industry training.
•	Analyzed internal data with Partner Business Solutions (PBS) Leadership teams to determine broader organizational direction and priority while driving team’s project roadmap to maximize revenue.

Manager, Payment Partnership Operations

Facebook

Dedicated to operational partner management of key payment partners & processors. Supported new partner enablement, relationship management, investigating, triaging, and solving payment processing issues, testing new partner integrations and features, and influencing internal stakeholders to help drive the business forward.

•	Led the Charitable Giving R&P Ops Launch Management XFN team in the Emerging Products Program Manager role on top of current PPO role for all H2 2020.
•	Launched Charitable Giving product in India, Hong Kong, Taiwan, Malaysia, and Denmark. 
•	Initiated IG P4C Native fundraising with 17.6% activation rate (the highest rate among existing IG surfaces).
•	Redesigned KYC with payment partner Stripe for P4P fundraising product.
•	Successfully manned multiple Giving Tuesdays, resulting in the single most profitable day year over year for donations.
•	Negotiated with XFN and Stripe to create and implement a new policy to include personal fundraising for businesses affected by Covid.

Program Manager, Payment Partner Operations

Blackbaud

Provided exceptional customer service and retention by identifying customer’s strategic direction and requirements, ensuring compliance with industry best practices, serving as an internal customer advocate for driving product and platform functionality, and proactively managing ‘at-risk’ customers, turning issues into positive outcomes. Identified opportunities for upselling and cross-selling, led contract negotiations, assisted with onboarding new customers, and created and guided Customer Success Plans.
•	Chosen as principal point of contact for ‘Strategic Major’ clients, representing 5-million-dollar book of recurring revenue.
•	Succeeded in retaining 100% of clients for 2019 renewal period.
•	Consistently exceeded organizational goals for managing strategic high-value contract renewals and secured 6% increase over 2018 to date.

Customer Success Manager, Senior

Qualified, pursued, and closed new enterprise business sales opportunities within a territory. Developed deep understanding of customer goals and generated client proposals that effectively communicated ROI and customized solutions. Quickly responded to customer questions, facilitated service requests, and collaborated with cross-functional teams on process improvement initiatives. Built and maintained sales pipeline, provided timely sales forecasts, and presented online demonstrations and proposals to educate clients.
•	Spearheaded multimillion-dollar account management and customer management processes to ensure aggressive sales goals were met and exceeded — met sales goal 3 months ahead of schedule.
•	Increased new client credit card processing by $10 million.
•	Attained a 100% client retention rate in 2018 with a portfolio of over 1k clients.

Account Executive III,  Merchant Services

Apriva

Ensured solid and trusting relationships with enterprise clients, including Fortune 500 corporations, such as American Express, Elavon, and more. Obtained understanding of customer structure and processes, acted as lead point of contact, anticipated customer needs, facilitated on-boarding process, and partnered with internal teams to drive client interests in SaaS/PaaS cloud-based gateway solutions. Planned and presented reports on project progress, goals, forecasts, design enhancements, and customer initiatives. Negotiated contracts and pricing, established timeline of performance, and oversaw internal and customer budgets.
•	Achieved a 95%+ client retention rate from 2014-2017.
•	Mentored Junior Account Managers through onboarding, training, and career growth.

Key Account Manager

Directed over 400 client and partner relationships, identified opportunities, sold SaaS/PaaS and mobile iOS/Android solutions to new and existing clients and provided strategic planning to improve client results. Built and maintained strong and responsive working relationships with clients, vendors, partners, and internal teams to continually optimize strategies to drive client retention and customer satisfaction.
•	Managed 350+ accounts, increasing revenue of top 20 accounts by an average of 40%.
•	Implemented policies and procedures for Account Management team, increasing efficiency and improving customer engagement, retention, and growth.

Account Manager

Strengthened team dedicated to providing exceptional technical support for both internal and external customers. Answered incoming calls and emails about customers’ needs and expectations, identified and troubleshot issues, educated on equipment usage, facilitated carrier activation/deactivation, and served as a concierge of resources. Created and distributed policies and procedures across multiple systems.
•	Supervised team that grew from 6 to 28 agents over a 4-year timespan.
•	Designed and implemented the company’s first new hire training program.
•	Streamlined mass inbox management and download request processes, resulting in improved efficiency, decreased exposure to security threats, and speedy recovery in disaster situations.

Customer Care Trainer / Client Support Specialist III

Electronic Payments expert with 16+ years of experience in account management, payops, product launch/optimizations, sales, and client support across the payment ecosystems including gateway, processor, ISO, and merchant levels.

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