Prolocity

I build strong, trusted partnerships with nonprofit clients and help them get the most out of Salesforce so they can expand their impact. I focus on uncovering opportunities to grow accounts, aligning teams to deliver measurable outcomes, and turning satisfied clients into true raving fans. I love bringing Prolocity’s values of integrity, commitment, people-first thinking, innovation, and a giving spirit into every interaction. I’m proud to help nonprofits unlock their full potential and make an even bigger difference in the world.

Senior Client Success Manager

HeronAI

Founding Team Member
First Account Executive
- Develop and conduct initial customer development interviews 
- Build an initial Ideal Customer Profile and Target Accounts strategy
- Work directly with Marketing to refine lead generation targets and field inbound opportunities

First Customer Success Manager
- Develop Customer Success organization, processes, and strategy

Head of Partnerships

InfoTrust

• Developed and executed the social impact strategy to align with the organizational goals and mission of the Foundation.
• Strategically allocated and optimized a $220K budget to maximize social impact and support key initiatives.
• Approved and managed pro bono projects for 34 non-profits
• Designed and published a detailed Annual Social Impact Report
• Planned and executed quarterly give-back events and speaker programs
• Designed and managed the content calendar, blog posts, social media, videos, newsletters, website updates, and graphic design to promote social impact initiatives and increase engagement.

Vice President of Social Impact

•  Manage $40M in revenue + minimum 5% increase across 196 Enterprise Clients with 305 opportunities which included our SaaS product, Tag Inspector.
• Powered renewal + growth by creating impactful processes and MoS training across Account Executive, Client Success, and Delivery teams
      •  2023 = 90% consulting & 85% Saas retention rate, 99% adoption rate, NPS 72
      •  2022 = 91% consulting & 83% SaaS retention rate, 100% adoption rate, NPS 74
      •  2021 = 93% consulting & 89% SaaS retention rate, 99% adoption rate, NPS 69
      •  2020* = 89% consulting & 85% SaaS retention rate, 96% adoption rate, NPS 67
• Collaborated with the C-Suite to develop and roll out a client segmentation model, aligning resources and strategies with client needs.
• Responsible for People, Processes & Reporting at not only a department level, but also at an all-company level as part of the Leadership team.
•  Created and trained the company on the Raving Fan framework, giving all team members the skills to Prepare, Engage, Drive, and build Accountability to create Lifelong customers (PEDAL), leading to an increase in NPS score and reduction in threats. 
•  Hired, trained, and lead nine Client Success team members. 
•  Built dashboards for C-Suite so there was accountability across functions, provided warning of churn, and kept the Voice of Client active across all teams.
•  Monitored stakeholders who left a Client or Partner and brought them back into InfoTrust with their new company, increasing MRR while reducing the new client acquisition cost.

Vice President of Client Success at InfoTrust

• Created a 3-year forecast of the team and was able to hit goals and reduce total spend on comp by $120K without negative impact to client experience or internal processes. 
• Led company-wide and team-specific training on managing escalated accounts, creating playbooks to reduce risks and enhance team EQ.
• Identified non-profitable clients causing employee churn and misalignment, developed metrics to highlight their impact, and facilitated positive exits to boost profitability and morale.
• Championed Salesforce adoption, led data clean-up, streamlined processes, and improved reporting, resulting in a unified client view and better decision-making.

Head of Global Client Success

• Manage $6M in revenue + minimum 5% increase across 32 Enterprise Clients with 57 opportunities which included our SaaS product, Tag Inspector.
• As the sole CS team member at hire, established processes and drove adoption across Account Executives, Delivery, Engineering, and SaaS teams, reducing escalations and improving retention.
• Developed vision, KPIs, training materials, and compensation plans, creating a replicable model for high-performing teams and accountability.
• Built and executed the NPS process, developed dashboards for easy access to customer feedback and client health, enhancing visibility for teams and leadership.
• Created Google roll-up reports, case studies, and testimonials, boosting client engagement and securing additional Google Funds through better alignment with Google Reps.

InfoTrust Foundation

• Managed pro bono projects for non-profits, ensuring successful outcomes and meaningful community contributions.
• Organized and executed give-back events.

Foundation Volunteer Board Member

Creative Invites And Events

• Grew business to $700K in revenue and successfully sold to the new owner
• Designed wedding invitations and assisted with wedding budgeting and vendor selection from a 90+ vendor library
• Vendor library participants were part of the business incubation helping business owners to price their products, market, and build their sales skills.  
• Every year won The Knot’s “Best of Weddings” for Event Planners and Wedding Invitations.
• Four years selected as the corporate planner for The Knot.

Chief Executive Officer

Shiring Design

Developed marketing programs and events, ads, websites, and other collateral pieces to drive brand loyalty. Clients Jaquar, Guinness, Ameritrade, Citicards, and national brands.

Reading Bridal District

• Spearheaded the application for $1.8 million from the State of Ohio and granted $300K from that application.
• Negotiated a trade agreement with The Knot for $80 in advertising each year. Still being used to date and the largest in the companies history. 
• Led the marketing, operations, and vendor management of the Annual Reading Bridal District Show. Increasing vendors from 23 to 150.
• Created sponsorship packages for local and national companies.
• Branded the streetscape and increased way finding for the district with limited budget.

President Reading Bridal District - Volunteer Board 

White Design Studio

Environmental graphics, website development and interior design for clients such as P&G and Daimler Chrysler.

Environmental Graphics, Website and Interior Designer

FRCH Design Worldwide

Co-op in the Specialty Themed Retail Design department on projects for Disney, Macy's and Taco Bell.

Interior Design Co-op

Hixson

Co-op in the Interior Design department. Assisted Senior Designer with specifications and construction documents.

 Partnership and Customer Success Thought Leader With A Natural Talent For Uncovering Opportunities To Consistently Exceed Revenue Targets And Optimize Customer Outcomes 

▶️ My passion for the customer has translated into the building and delivering first-ever Customer Success organization, processes, and industry best practices for a global technology organization. 
▶️ I’m a strategic Thought Leader and Subject Matter Expert with an ability to uncover and capitalize on opportunities and set the strategy to drive strong and sustained contributions to revenues, margins, business growth and customer outcomes.
▶️ My skills span Strategic Planning, Customer Success Strategy and Operations, Go-To-Market Planning and Execution, Customer Engagement and Retention, Customer Experience, Sales and Marketing, Lead Generation, Account Management, Solution Selling, SaaS, Enterprise Software, Salesforce CRM, Team Building and Leadership, Coaching and Mentoring, Training and Development, Global/International Experience, Process Improvements, Marketing Automation, CX, VOC, CSM, and NPS.

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