Doctor Genius

I am responsible for ensuring all business operations and post-sales functions are optimized to deliver an incredible CX, maximum client value, long-term client retention and expand wallet share. Currently responsible for an incredible team of 50+ including three managers and six team leads. 

Some accomplishments below.

Leadership & Team Development
--> Developed and promoted seven leaders (three managers, four team leads)
--> Many of these leaders are nominated and are awarded year over year for their contributions to our company, culture, and their dedication to helping others.

Deployed AI across Onboarding, Support, Customer Success, and Account Management
--> Improved our coverage model, delivered real time insights at scale
--> Improved our CX and revenue conversations with customers
--> Supported our improved GRR, NRR, CSAT and CES scores via scaled coaching and actionable insights

Built, segmented and scaled our CS program (low touch, high touch) and digital CS strategy
--> Delivered record low churn (<1% revenue churn, monthly)
--> Improved GRR to 99%, from 95%

Redesigned and scaled our Support function
--> Reduced time to first response by 80%
--> Delivered and maintain high CSAT (98%) scores

Redesigned and scaled our Onboarding function
--> Reduced Time To Value by 50%

Tech leveraged: Mixpanel, SFDC, Pardot, Avoma, Tableau, other various tech/ AI solutions

Doctor Genius serves private practice and regional group healthcare providers within the SMB and mid-market segment offering marketing, web development services and SaaS.

Director of Success & Operations

I spearheaded this department and function within our company as the first customer success manager with commercial responsibility. I then filled the manager role to continue to develop and scale this function. I directly hired and trained CSMs, and lead our CS and Account Management function. 

Some accomplishments below.

-Fixed volatile swings in NRR ranging from 103% to mid 90%s to 24 straight months of 103%+ NRR, multiple months 115%+
-Drove record high NRR and GRR month over month. 
-Direct contribution of 30% of monthly net new revenue from expansion revenue. 
-Built out our renewal process and best practices. 
-Developed a matrix for expansion opportunities and churn risks for us to proactively take action.

Manager, Customer Success and Account Management

Same responsibilities as a CSM but managed key accounts as well as mentoring new CSMs, developing playbooks and best practices for success, renewals, and expansion.

Sr. Customer Success Manager

Ensure we deliver value to our customers, deliver on our GRR/NRR targets, hold QBRs, manage our premium clients, and help mentor new CSMs.

Customer Success Manager

Take inbound calls supporting our clients and their campaigns in any way possible. Meet with my designated group of clients to review web edits, campaign performance, technical trouble-shooting, de-escalate upset clients and provide quick and easy solutions. Manage the website development process from pre-production to showcase.

Support Manager

New sale intake and pre-production asset collection. Conduct welcome calls to gain approval on desired keywords, website design, and other aspects of their campaign to be able to move the work order along our production stages.

Assistant Support Manager

Equinox

Membership sales, residential: I averaged over 100% of my goal every year; ending 2013 at 120%. I maintained an extensive network of referral business while constantly self-generating new opportunities.

Membership sales, corporate: I lead the re-penetration of Google and IMPAC - two of our local corporate accounts. With Google I took our membership base from the low 20's to over 100 new members within 30 days. I directly managed and serviced both accounts for over two years.  I also started corporate account meetings with CBRE (opened account), Hyundai, MINDSPEED (opened account), DLJ Financial, and many more which lead to increased sales.

Sr. Membership Representative (Outside & Inside sales)

Golds Gym

I managed a sales staff of 5 sales representatives. My primary role was to manage our daily traffic in the club, help the team generate new leads, schedule my staff, and manage their daily activities. I would also meet with marketing and my General Manager to analyze the effectiveness of our direct mail strategies and work to develop new marketing strategies for the months to follow.

Sales Manager

Experienced leader in generating and retaining revenue. 

Whether it is optimizing and scaling existing post-sale revenue functions, building them from the ground up, solving churn problems, or involving myself in key account management/sales to win, solving complex problems and leading that charge is my calling. 

I am especially skilled at leading customer success & account management functions while working cross functionally with all teams from GTM to sales to engineering to achieve the Company's objectives. 

I am passionate about developing effective solutions to complex problems, defining and implementing efficient processes and procedures, then scaling these solutions.

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