Experience

IBM Video Streaming

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Director of Customer Success

  • Jan 2022 - Present

  Responsible for developing and motivating a team of global customer success managers, developing more efficient business processes, and driving growth through deal support and proactive account management.• Established, manage, and mentor a team of customer success managers located in multiple countries that support IBM’s enterprise customers.• Manage business relationships with Fortune 500 companies, enterprise customers, and strategic partnerships.• Created synergy between customer success and sales to create more efficient and collaborative sales and renewal processes.• Provided insight and consulting on sales deals and contract expansions.• Collaboration across organizations to identify key areas for growth, upsell opportunities, and project consultation and management. Show less

• Senior Customer Success Manager

  • Jun 2016 - Dec 2021

  Responsible for ensuring customers receive the education, guidance, resources, and support required to achieve success with their production initiatives.• Managed the company’s highest value customers and Fortune 500 enterprise clients, as well as provided onsite and remote managed event services.• Served as the customers’ champion, advocate, and key strategic advisor throughout the entirety of their contract life cycle.• Communicated technical knowledge of IBM Watson Media’s platform and education on production, industry best practices, web presentation,and engagement.• Served as project manager on strategic customer initiatives and customer events.• Ensured the successful build, turn-up, launch, and hand-off of customer accounts, projects, and events.• Conducted customer on-boardings, road map discussions, and quarterly business reviews. Additionally, ran monthly sync calls with engineering,escalated support and feature requests, and managed customer event services. Show less



BrightTALK

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Customer Success Manager

  • Jul 2015 - Jun 2016

  Responsible for ensuring that customers grew their revenues through the use of the BrightTALK SaaS marketing platform and services.• Ensured that customers achieved maximum value from their investment, identified new opportunities, and collaborated with engineering andoffering leads to ensure growth and satisfaction with strategic and profitable solutions.• Worked with internal and external cross-functional teams to drive customer and company projects to completion.• Maintained constant communication with customers to ensure they were leveraging the solution in an optimized manner and were achievingsuccess by engaging with the platform and using industry best practices.• Prepared and presented insights to customers on their performance and consulted with them on how to improve over times.• Created and distributed thought leadership content (e.g. blog articles, webinars, videos, event presentations. Show less

• Community Manager - IT Security/ITSM

  • Apr 2015 - Jul 2015

  Responsible for curating insightful content and growing professional communities by recruiting industry thought leaders to be presenters at BrightTALK Summits, conducting audience research, developing strategic partnerships, and engaging with audiences through promotionalactivities and social media.• Managed the day-to-day operations for online customer events and BrightTALK Summits.• Recruited and managed the relationships of world-class presenters for BrightTALK Summits and IT Security/ITSM communities.• Conducted audience and industry research through surveys, interviews and email campaigns to guide editorial direction.• Shaped the editorial strategy for the IT Security and ITSM communities using data and insights from experts, clients, and industry research.• Developed and managed social media channels (LinkedIn and Twitter).• Created original and exclusive written and rich media content using audience research and community engagement data to re-engage audiences.• Identified, developed, and managed strategic partnerships for content development and net new audience growth. Show less



GreenBiz Group

• United States
• Online Audio and Video Media
• 1 - 100 Employee

• Project Manager

  • Feb 2015 - Apr 2015

  Responsible for managing key projects for web and CRM (Salesforce, Marketo, etc).• Managed day-to-day relationships with 3rd party technology service vendors.• Worked closely with events, editorial, sales, marketing, and senior management to help refine the product strategy, business and performancemetrics, product priority, and road map.• Developed, maintained, and continuously improved the user interface and functionality of the GreenBiz.com website and integrated it with Salesforce and Marketo.• Maintained and developed new content, enhanced functionality, and ensured overall quality of the website, Salesforce, Marketo, and related applications.• Ensured consistent adherence to branding, visual, and style standards as well as compliance with applicable policies and legal requirements.• Provided on-site technology support for small business. Show less

• Advertising and Event Operations Manager

  • Jul 2012 - Feb 2015

  Responsible for managing the lifespan of advertising accounts, project managing and conducting webinars and on-site conferences, and creating custom marketing campaigns and promotional elements.• Managed and processed all advertising accounts, which included contractual development, campaign tracking and data analysis, organizationof accounts receivable, and statistical reporting.• Managed GreenBiz events, webinars, and broadcasts, conceptualized logistics, assisted with sales and technical support, event reporting, promotional design, etc.• Architected and managed custom marketing campaigns for events, webinars, and sponsored content.• Created graphic design elements for events, newsletters, marketing and promotional materials, media kits, and company collateral.• Assisted with troubleshooting issues with advertising creatives and ad hosting (HTML, Flash files, 3rd party tag).• Managed event production and co-managed AV coordination.• Designed and managed GreenBiz and VERGE weekly newsletters. Show less



Famous Monsters of Filmland

• United States
• Book and Periodical Publishing
• 1 - 100 Employee

• Graphic Designer

  • Aug 2010 - Jan 2012

  Responsible for print design and layout for contemporary entertainment magazine and associated content. • Published works include design and layout for magazines, art books, annotated history books, and comic books. • Involved in organizing and running conventions, film festivals, social networking, etc. Published design and layout works include: • Contemporary and retro-revisitations of "Famous Monsters of Filmland" • Annotated book - "Famous Monsters of Filmland: The Annotated Issue #1" • Two art books - "Dark Arts: Volume I & II" • Two installments of the comic book, "Luna: Order of the Werewolf." Show less