Director, Customer Success

• Jan 2020 - Present

Senior Director, Global Customer Success & Support

• Feb 2018 - Jan 2020

Senior Director, Global Customer Success and Support

• Apr 2017 - Jan 2018

Director, Customer Success, Project Management & Technical Writing

• Jan 2011 - Mar 2017

Lead team of 25 in Customer Success, Project Management and Technical Writing for SaaS food industry life cycle management solutions provider. Deliver high quality customer experience for top companies in retail grocery, chain restaurant, manufacturing and wholesale distribution companies. Conduct client research to identify trends, issues, and quantifiable metrics to evaluate and improve organizational success. Define and execute customer success strategy and… Show more Lead team of 25 in Customer Success, Project Management and Technical Writing for SaaS food industry life cycle management solutions provider. Deliver high quality customer experience for top companies in retail grocery, chain restaurant, manufacturing and wholesale distribution companies. Conduct client research to identify trends, issues, and quantifiable metrics to evaluate and improve organizational success. Define and execute customer success strategy and implementation plans KEY CONTRIBUTIONS: Develop and improve relationships with key customers to align processes with customer needs Identify and cultivate upsell opportunities Improve customer support, customer relationships Facilitate adoption and utilization of purchased solutions and increase pull through revenue Conduct customer discovery sessions to define business needs and document scope and requirements Champion cross functional team initiatives to improve overall process flow, efficiency, execution effectiveness and performance measurement to ensure profitable customer satisfaction Direct technical writer in producing user guides, training documentation and release notes Provide additional support to Sr. Vice President of Sales and Solutions to ensure seamless execution of deliverable from sale through implementation Developed and implemented organizational change plans to unite new employees with company merger Professional Services Project and Integration Management Onboarding SaaS Solutions Supply Chain Management Project Planning and Risk Analysis Project Lifecycle and Budget Management GAP Analysis Customer Analysis to Drive Excellence Conduct Discovery Sessions Collaboration with Customer C-Level Teams Key Account Management for Top 5% Clients Cross Departmental Process Improvement Planning Develop Best Proactive Business Process Create Training Programs and Documentation Show less Lead team of 25 in Customer Success, Project Management and Technical Writing for SaaS food industry life cycle management solutions provider. Deliver high quality customer experience for top companies in retail grocery, chain restaurant, manufacturing and wholesale distribution companies. Conduct client research to identify trends, issues, and quantifiable metrics to evaluate and improve organizational success. Define and execute customer success strategy and… Show more Lead team of 25 in Customer Success, Project Management and Technical Writing for SaaS food industry life cycle management solutions provider. Deliver high quality customer experience for top companies in retail grocery, chain restaurant, manufacturing and wholesale distribution companies. Conduct client research to identify trends, issues, and quantifiable metrics to evaluate and improve organizational success. Define and execute customer success strategy and implementation plans KEY CONTRIBUTIONS: Develop and improve relationships with key customers to align processes with customer needs Identify and cultivate upsell opportunities Improve customer support, customer relationships Facilitate adoption and utilization of purchased solutions and increase pull through revenue Conduct customer discovery sessions to define business needs and document scope and requirements Champion cross functional team initiatives to improve overall process flow, efficiency, execution effectiveness and performance measurement to ensure profitable customer satisfaction Direct technical writer in producing user guides, training documentation and release notes Provide additional support to Sr. Vice President of Sales and Solutions to ensure seamless execution of deliverable from sale through implementation Developed and implemented organizational change plans to unite new employees with company merger Professional Services Project and Integration Management Onboarding SaaS Solutions Supply Chain Management Project Planning and Risk Analysis Project Lifecycle and Budget Management GAP Analysis Customer Analysis to Drive Excellence Conduct Discovery Sessions Collaboration with Customer C-Level Teams Key Account Management for Top 5% Clients Cross Departmental Process Improvement Planning Develop Best Proactive Business Process Create Training Programs and Documentation Show less

Western Area Business Process Manager

• Jan 2010 - Dec 2011

Key role in SAP team responsible for e-business projects for planning, integration development, testing, implementation, validation and change management processes. Collaborated and developed solutions for complex issues for business integrations, sales and supply chain logistics. Created KPIs and scorecard to monitor and evaluate e-commerce progress. Established third party logistics (3PL) e-commerce implementation guides and training material for globally distributed… Show more Key role in SAP team responsible for e-business projects for planning, integration development, testing, implementation, validation and change management processes. Collaborated and developed solutions for complex issues for business integrations, sales and supply chain logistics. Created KPIs and scorecard to monitor and evaluate e-commerce progress. Established third party logistics (3PL) e-commerce implementation guides and training material for globally distributed teams. KEY CONTRIBUTIONS: Lead the transformation to a process driven organization driving harmonization and simplification Developed change management strategies to ensure successful process improvements Planned and executed processes/systems expasion to keep pace with strategic business changes Modeled business processes using ARIS Business Process Improvements SAP Utlization Management Business Modeling Change Maangement Integration Development Implementation Planning KPI Definition and Scorecarding Total Quality Improvement

Global E-Commerce Manager

• Jan 2005 - Dec 2009

Responsible for defining, evaluating and improving e-commerce supply chain initiatives for global customers. Developed e-commerce roadmaps with cross functional teams, member of advisory board for collaborative e-commerce initiatives, managed complex project for planning, testing and implementation phases of e-commerce initiatives, established scorecard metrics to measure project progress and provide early identification of risks. KEY CONTRIBUTIONS: SAP integration development… Show more Responsible for defining, evaluating and improving e-commerce supply chain initiatives for global customers. Developed e-commerce roadmaps with cross functional teams, member of advisory board for collaborative e-commerce initiatives, managed complex project for planning, testing and implementation phases of e-commerce initiatives, established scorecard metrics to measure project progress and provide early identification of risks. KEY CONTRIBUTIONS: SAP integration development, testing and validation Managed e-business project planning, testing and implementation Engaged internal teams and customers to develop strategic e-commerce roadmaps Created solutions for complex business integration, sales, customer supply chain logistics issues Received Above and Beyond Call of Duty Award for outstanding system conversion and integration