Refine Labs

Refine Labs helps mid-market and enterprise B2B SaaS companies change the way they measure and execute your marketing. Our demand strategies drive qualified leads, maximize ROI, and reduce acquisition costs for profitable, sustainable growth.

Majority Owner & CEO

Chief Operating Officer

Becoming the Bridge

Founding Member & Community Moderator

New York Revenue Collective

Revenue Collective is a private membership for high-growth operators who are looking to thrive in today's evolving business world.

Member

Chief

Chief is a private network focused on connecting and supporting women leaders.

Platterz

Led the customer success, partner success, customer support and partner acquisition teams at Platterz, responsible for customer retention and growth.

VP of Customer Success

Managed by Q

Served as a thought partner to the CEO, with oversight of all revenue & operations teams, including P&L responsibility. Executed against the overall strategic vision for the company alongside executive leadership team. Built and reinforced a culture of high performance by creating systems of accountability to ensure successful execution against the financial model, OKRs and other KPIs. Articulated and drove go-to-market strategy and execution. Partnered with CEO and executive team to prepare for and lead quarterly board meetings. Served as a key representative for the Company in the market, at events and in the press.

Member of Executive Team and oversee all teams responsible for acquiring, retaining & growing customers including Marketing, Sales, Account Management, Client Experience and Operations.

Senior Vice President, Business Operations 

Manage sales development, marketing, mid-market & enterprise sales teams, account management & client experience focused on achieving aggressive growth targets and providing a delightful customer experience.

Vice President of Sales & Account Management 

Manage team of Account Managers focused on client engagement, retention & growth in addition to a team of Client Experience Associates focused on front line support & issue resolution.

Senior Director, Account Management & Client Experience

Grubhub Inc.

Established  protocol for measuring client retention rates, churn rates, CSAT & NPS.

Rapidly scaled Account Management team by 3X through consolidation of acquired businesses.

Spearheaded a corporate client migration effort from 3 separate platforms to consolidate all clients onto a single platform with the goals of preventing attrition and managing client satisfaction.

Managed the implementation of Gainsight to further operationalize  new client implementation, at risk account management and client retention and up sell.

Director, Corporate Accounts

Responsible for establishing & formalizing the B2B Account Management team supporting Seamless Corporate Accounts, effectively doubling the size of the team within 18 months.

Established internal policy, processes and best practices for new client implementation, client retention/success and up-selling to existing clients.

Consistently met/exceeded revenue targets (base business retention & up sell goals) and significantly reduced time to activation for new clients.

Head of Account Management, Seamless Corporate Accounts

ZocDoc

Managed 20+ individuals, across 3 post-sale teams and 2 offices, focused on client on-boarding and client retention

Developed variable compensation plans in conjunction with sales operations team

Established small pod teams between sales and post-sales teams to ensure smooth launch and reduce likelihood of churn

Collaborated with sales leadership to scale the new post sale teams quickly and effectively

Inside Sales Manager, Post-Sale Teams

Building a new post-sale team to provide new clients with a seamless on-boarding experience. 

Developing and documenting internal processes to ensure scalability. 

Defining metrics to measure success of individual & team performance.

Recruiting and training new team members.

Coaching team members to ensure each person is effective and producing high quality results.

Sales Team Lead

Manage & motivate a team of 7 associates. 
Introduced a new system of managing tasks to ensure team members are effective, happy and challenged to grow professionally.  
Launched the first internal professional development course, Getting Things Done, including developing and delivering course content, which resulted in promotions for employees who took my course.

Operations Team Lead

Eliminated a growing backlog of important tasks and assisted in developing a more efficient process to handle the tasks going forward.
Collaborated with product managers and software developers to revamp a component of our internal CSR system to better serve our customer.
Initiated a department-wide cultural shift through experimentation, which significantly increased our phone and email response time.

Senior Operations Associate

Trained doctors offices to manage ZocDoc's online appointment scheduling system.
Fielded incoming calls and emails from doctors and patients.
Proactively worked with doctor's offices to optimize their ZocDoc experience.
Managed logistics for 2 company quarterly meetings.
Recognized with the company's Speak Up Award.

Operations Associate

eChalk

Direct implementation of communication & instructional software in NYC Department of Education schools and organizations. Manage account strategy and communication plan for 375+ accounts with a focus on nurturing client relationships to deepen implementation, identifying additional opportunities for revenue and obtaining referrals for new business.  Developed collateral and support materials to effectively serve a growing client base.  

Secured $1,700,000 in recurring annual business while regularly identifying & closing additional revenue opportunities within NYC region.

Spearheaded the creation of a client marketing effort and engaged multiple departments to create and distribute messages.

Recruited to participate in team planning initiatives and projects to support the entire client services department.

Led a Communications Committee to improve internal company communications.

Earned multiple promotions following superior performance and demonstrated ability to quickly master complex concepts and willingness to take on additional responsibilities.

Senior Client Manager

Partnered with school and district leaders to develop goals and plans for enhanced communication & instruction through the use of eChalk technology. Coordinated software system implementation and ongoing project management.  Developed and maintained relationships with high-profile clients including the American Museum of Natural History, National Academy Foundation, Citizens Unions, NYC Arts in Education Roundtable, Columbia’s Teachers College and NYC Department of Education school-support programs. Ensured customers renewed and expanded eChalk services and managed the renewal process for NYC region. 

Created and fueled a grassroots movement that exponentially grew eChalk’s NYC client base & revenue through word of mouth referrals and unique outreach efforts.

Initiated an annual communication plan to coordinate sales, services and training efforts to serve NYC Department of Education schools.

Account Coordinator

Key member of a two person team with dual focus on software implementation and securing renewal contracts from NYC Department of Education public schools. Resolved support issues and delivered product news and updates. Conducted on-site training presentations for administrators, staff and teachers at NYC schools to train them on how to use the eChalk software to improve teaching, learning and communication.

Developed new internal systems and processes to manage a distinctive business model of serving individual schools within the NYC Department of Education.

Actualized the first contest in company’s history to inspire deeper usage of our software platform.

Originated a user group for the NYC client base to gather client feedback, promote upcoming product enhancements and attract new prospects.

Project Assistant

National Council on Aging

Mastered all daily administrative operations of NCOA’s New York City technology office. Executed in depth research & data entry of federal, state and local benefit programs for older Americans, to maintain database that powered www.BenefitsCheckUp.org. Collaborated with technology staff to resolve technical issues, tracked and shared customer feedback and assisted with software testing. Created statistical reports based on data analysis of Web site traffic to Social Security Administration (SSA) and Administration on Aging (AoA). Conducted demonstrations of BenefitsCheckUp at trade shows. 

Promoted to Office Manager after working for one month as a Researcher.

Directed all logistics for office relocation including securing an office space and lease negotiation and execution.

Office Manager & Researcher

CEO @ Refine Labs | The B2B Demand Generation Agency

I create the conditions for people, customers and companies to be successful. 

Over my 20+ year career, I have built and scaled go-to-market teams at eChalk, ZocDoc, Grubhub/Seamless (IPO: 2014), ManagedbyQ (WeWork Acquisition: 2019) and Platterz. 

In 2020, I teamed up with the Founder of Refine Labs to change the way B2B companies go-to-market.

Today, I am the CEO of Refine Labs, A B2B Demand Generation Agency.

Refine Labs helps mid-market and enterprise B2B SaaS companies change the way they measure and execute marketing. Our demand strategies drive qualified leads, maximize ROI, and reduce acquisition costs for profitable, sustainable growth.

Learn more by visiting:

- Website: www.refinelabs.com

- YouTube: https://www.youtube.com/@refine_labs

- Refine Labs Podcast Stacking Growth: https://open.spotify.com/show/68IrwrTAMubmi6lorDpT4c

- Sign up for Our Newsletter: https://www.refinelabs.com/newsletter

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