Dynamic Yield

Chief Customer Officer

Vice President Customer Success

Feedvisor

Feedvisor has revolutionized a trillion dollar eCommerce industry by applying AI algorithms to facilitate the decision process of online merchants. Feedvisor's mission is to enable these merchants to make accurate business critical decisions in real time.

Director of Customer Success

ClickTale

I managed a Professional Services department for an enterprise SaaS that focuses on analytics and provides clients insight into their customers’ online behavior. My role included supervising developers, customer success managers, user experience consultants, project managers, account managers, and sales engineers. I also oversee global business operations and manage a Client Services department that is responsible for more than 100 Enterprise customers and more than 2,000 SM clients. I measure ongoing activity, usage, monthly meetings, QBRs, churn rates and upsells.  I administer key accounts, including CBS, Nike, Disney, Home Depot, The New York Times, and MetLife.  

ACCOMPLISHMENTS:
• I established a consulting team to ensure that clients benefit from the platform, thereby increasing renewal rates; I was able to achieve a 100% client renewal rate in the United States territory.

• I achieved a 98% success rate in presale activities to secure new business through implementing an effective proof of concept (POC) process for strategic clients. 

• I transformed the Client Services department’s culture to be proactive, restructured department to include regional teams, and established team KPIs to align team goals; these changes dramatically improved customer satisfaction and renewal rates and increased utilization by 50%.

Vice President Client Services & General Manager

Fundtech - now part of D+H

I led the P&L department and oversaw a 60-member team of developers, project managers, technical engineers, sales engineers, onsite engineers, and onboarding professionals. My duties included negotiating and signing agreements with technology partners to increase product offerings and grow revenue. I also served as executive account manager for the Royal Bank of Scotland (RBS) and improved visibility and measurements for ongoing business activity by streamlining processes and procedures.

ACCOMPLISHMENTS:
• I created a successful direct sales department using local recruits.

• I collaborated with the Sales and Marketing departments to identify the most effective and efficient sales process, from lead generation through closing, using Salesforce.

• I boosted the Fundtech Electronic Invoice Presentment and Payment (EIPP) offering using a SaaS model that was an instrumental part of the overall B2B Payment process solution.

Vice President Technology and Services

Top Image Systems UK

I supervised a 35-member staff that included sales, marketing, finance, and technical professionals at an organization that provides clients with technology to transform incoming content into data that drives business and helps companies achieve the highest rate of straight-through-processing. I built and nurtured relationships with strategic partners such as Fujitsu Global Services and the UK Department of Transport. I monitored the sales process, supervised project delivery, and oversaw execution of purchasing and travel procedures.  

ACCOMPLISHMENTS:
• I managed the acquisition of a UK company and successfully merged the organizations into a seamless operating unit, resulting in $10M in revenue 2007 – 2008. 

• I boosted revenue by 100% after two operational quarters.

• I drove business growth, visibility, and recurring revenue through implementing a successful SaaS model.

• I substantially accelerated pipeline generation and rebuilt marketing activities to increase effectiveness.

Managing Director

I directed the Global Engineering Department across branches in Japan, UK, Germany, and other areas of Europe. My duties also included overseeing project delivery and professional services worldwide while focusing on customer care. I provided significant support to key accounts that included Office Depot, Duetsche Bank, Xerox, and Ferrero Roche.

ACCOMPLISHMENTS:
• I established a customer care department that earned a 95% customer satisfaction rate by using a proactive approach to meet all targets.

• I designed and implemented an effective project management method that emphasized P&L, which resulted in increased profits.

Vice President Professional Services

More than 20 years of international experience in roles of increasing responsibility across the online digital marketing personalization abdoptimization, finance, and digital document management industries. A demonstrated record of successfully building and shaping operations, increasing revenue, improving client retention, and delivering outstanding customer service. Strong history of managing prominent accounts and delivering high-profile projects. Excels at working both collaboratively and individually in complex, fast-paced environments.

Expertise: P/L Management, Customer Success, Client Services, Operational turnarounds, Professional Services, Project Managment, Business Development, Partnerships, SaaS and On-premise Solutions, Web Personalization, Financial Supply Chain.

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