StrongDM

• Leading multiple teams of high performers with success plans specific to their teams’ needs and their personal goals
• Drive quarterly forecasting to highlight risk and opportunities for expansion, then draft action plans to mitigate churn and support growth respectively

Head of Customer Success

• Hired and built a net new team of Enterprise CSMs to work with StrongDM’s most strategic customers by developing new best practices for enterprise deployments, forecasting for renewals, and ROI calculator for demonstrating value
• Maintained best in industry NRR of 138%, with a focus on renewals and expansion in existing business
• Improved average initial deployment time 20% by developing onboarding life cycle process, kickoff activities and improving the handoff between sales and CS

Manager, Enterprise Customer Success

Duo Security

• Managed 9 high performing CSMs representing enterprise market in central US and LATAM
• Built and managed first non-english speaking team with LATAM specific onboarding and best practices for working with partners in
the region
• Doubled team size since coming onboard, increased total portfolio by 35% to 20M ARR (‘20-22)
• Drove high NRR of 98% QoQ for FY21 through record expansion for segment
• Partnered with sales to effectively forecast pipeline and increase Duo Care Support attach rate by 11%

Manager, Enterprise Customer Success 

• Acted as player / coach for team of 5 while managing portfolio of 20 enterprise customers

Customer Success Team Lead

Senior Customer Success Manager

•Managed an $10M portfolio of strategic Fortune 500 clients through strong relationship building, product knowledge, planning, and execution. 
•Maintained 98% gross retention across customer portfolio
•Consulted with Sales and Box Consulting to develop strategies that make Box a part of each customer’s core business  
•Identified and managed risk by driving expansion opportunities.
•Provided guidance and leadership to new Boxers as part of the Box mentorship program.

Senior Customer Success Manager 

•Member of proof of concept Key Accounts team to build new methodology for Box Customer Success org
•Managed strategic partnerships with Mid-West based customers, focusing on growth and expansion of Box based use cases
•Uncovered opportunities for account expansions and facilitated new deployments
•Identified churn risk and worked cross functionally to address and eliminate that risk
•Managed customer's long-term success by presenting analysis in EBR's and executing adoption initiatives

Customer Success Manager, Key Accounts

•Supported strategic accounts within Chicago and the Mid-West, focusing on growth and retention 
•Developed and launched remote hiring model for CSMs dedicated to specific markets
•Created customer advocacy group (Box User Group) and developed model to scale in other cities
•Identify churn risk and work cross functionally to address and eliminate that risk
•Manage customer's long-term success by presenting analysis in QBR's and executing adoption initiatives

Field Customer Success Manager

•Implementation Consulting including project planning and end-user adoption programs
•Ensure an exemplary customer experience through proactive account management and timely execution of strategic communication

Customer Success Manager

Metacafe

• Worked directly with the Sales Development Manager to assist the national and international digital advertising sales teams in the development of larger-scale proposals and deals including:
-  	Developing custom creative brand solutions for Metacafe advertisers
-  	Gathering, analyzing and presenting audience research data
-  	Writing of RFP proposals

• Processed, managed, tracked, monitored and optimized all Visible Measures video campaigns, and acted as the main point of contact for the Visible Measures client 
• Worked with the Sales Development Manager in conjunction with the editorial programming team to create compelling content packages and sponsorships within premium entertainment channels across the network.
• Provided off- and on-site support for industry events and specialized marketing initiatives

Account Manager & Sales Development Coordinator

Yelp.com

• Managed a pipeline of 300+ businesses and drive the full sales cycle from prospecting to close via Salesforce
• Made a high volume of outbound sales calls to a variety of local business owners daily
• Built positive relationships with small business owner clients and educate them about Yelp and the power of online advertising

Account Executive

I am an experienced people leader who scales teams and builds processes in fast paced and innovative organizations. Demonstrated success leading teams in both startups and Fortune 500 companies. I’m passionate about coaching and mentoring my team, pushing them to drive positive business outcomes with clients as our main focus.

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