Manager, Customer Success - Large Enterprise Accounts

• Aug 2022 - Present

Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization’s GRC practices so they can make better decisions, faster. No matter the challenge. Moved from an unofficial Team Lead role into a formal management role, managing a team of four Customer Success Managers in Diligent's Large Enterprise Customer… Show more Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization’s GRC practices so they can make better decisions, faster. No matter the challenge. Moved from an unofficial Team Lead role into a formal management role, managing a team of four Customer Success Managers in Diligent's Large Enterprise Customer Success group; team book of business is ~$30 million in Annually Recurring Revenue. Team metrics: - 109.2% of Q2FY23 Net Dollar Retention target. - 104.7% of Q1FY23 Net Dollar Retention target. - 102.4% of FY22 Net Dollar Retention target.

Director, Customer Success & Team Lead - Large Enterprise Accounts

• Jan 2022 - Aug 2022

In this role, I oversaw a team of four CSM's whose managed Diligent's Large Enterprise Accounts for the Americas. Selected to return to Change Agent program for 2022 class.

Director, Customer Success

• Sep 2021 - Jan 2022

- Selected to be 2021 Diligent Change Agent. - Q3 2021 Customer Wow Award winner.

Senior Customer Success Manager for Global Accounts

• Feb 2021 - Sep 2021

Customer Success Manager

• Feb 2019 - Feb 2021

Associate Customer Success Manager

• Feb 2018 - Feb 2019

- Recipient of Q2 2018 Diligent Values Award.

Junior Customer Success Manager

• Aug 2016 - Feb 2018

Associate Corporate Sales Representative - Independent Closer

• Mar 2016 - May 2016

Associate Corporate Sales Representative - Lead Generation/Sales Development

• Oct 2015 - Mar 2016

Citrix is a software company with an emphasis on virtualization, cloud computing, and remote access. Curtis' areas of focus were ShareFile (a secure cloud storage solution), RightSignature (an E-signature platform), and ShareConnect (a remote access program). This role revolved around high volume outbound phone prospecting to schedule and perform web demonstrations of these tools. Key Takeaways: Working at Citrix, Curtis learned to get comfortable with uncomfortable situations, always… Show more Citrix is a software company with an emphasis on virtualization, cloud computing, and remote access. Curtis' areas of focus were ShareFile (a secure cloud storage solution), RightSignature (an E-signature platform), and ShareConnect (a remote access program). This role revolved around high volume outbound phone prospecting to schedule and perform web demonstrations of these tools. Key Takeaways: Working at Citrix, Curtis learned to get comfortable with uncomfortable situations, always be prepared with a backup plan, and base strategy around data-driven decisions. Curtis' biggest takeaway was learning how to make ambitious goals more achievable by breaking them up into small, measurable action items to be completed on a daily basis. -Prospected for clients in the Healthcare vertical; consulted with healthcare providers to identify pain points and desired business outcomes. -Evangelized best practices for maintaining HIPAA compliance while managing protected health information. -Organized product training with onboarding team to maintain client churn rate below 2%. -Served as Team Lead for two months in Lead Generation – created rewards and incentives to increase employee engagement and efficiency. -Hand selected from starting class of 16 people to move from Lead Generation team to Product Specialist in 4 months. -Attained 157% of quota in October '15, 173% of quota in December '15, and 172% of quota in January '16.

English Teacher

• Apr 2014 - Apr 2015

The Sriyapai School is a government high school of about 2000 students on the Gulf Coast of Thailand. For two semesters, Curtis was an English teacher for students who were around the tenth grade age level. Key Takeaways: Managing a room of 40 to 50 teenagers who didn't speak the same language as Curtis was challenging to say the least, but very rewarding. He became a more culturally aware and patient person. The most important thing that Curtis learned teaching is that no one will hand… Show more The Sriyapai School is a government high school of about 2000 students on the Gulf Coast of Thailand. For two semesters, Curtis was an English teacher for students who were around the tenth grade age level. Key Takeaways: Managing a room of 40 to 50 teenagers who didn't speak the same language as Curtis was challenging to say the least, but very rewarding. He became a more culturally aware and patient person. The most important thing that Curtis learned teaching is that no one will hand him all the tools and support that he needs to succeed in a job. Curtis was given very little teaching material or guidance from administration, so he had to find or create his own teaching plans and resources. -Taught concepts of English grammar, composition, and speaking to Mathayom 3 students (ages 14-15). -Adapted instruction to students across nine levels of English competency. -Created original lesson plans on a weekly basis that promote diverse uses of conversational English. -Utilized English to teach students about the ASEAN (Association of Southeast Asian Nations) Community. Show less The Sriyapai School is a government high school of about 2000 students on the Gulf Coast of Thailand. For two semesters, Curtis was an English teacher for students who were around the tenth grade age level. Key Takeaways: Managing a room of 40 to 50 teenagers who didn't speak the same language as Curtis was challenging to say the least, but very rewarding. He became a more culturally aware and patient person. The most important thing that Curtis learned teaching is that no one will hand… Show more The Sriyapai School is a government high school of about 2000 students on the Gulf Coast of Thailand. For two semesters, Curtis was an English teacher for students who were around the tenth grade age level. Key Takeaways: Managing a room of 40 to 50 teenagers who didn't speak the same language as Curtis was challenging to say the least, but very rewarding. He became a more culturally aware and patient person. The most important thing that Curtis learned teaching is that no one will hand him all the tools and support that he needs to succeed in a job. Curtis was given very little teaching material or guidance from administration, so he had to find or create his own teaching plans and resources. -Taught concepts of English grammar, composition, and speaking to Mathayom 3 students (ages 14-15). -Adapted instruction to students across nine levels of English competency. -Created original lesson plans on a weekly basis that promote diverse uses of conversational English. -Utilized English to teach students about the ASEAN (Association of Southeast Asian Nations) Community. Show less

Magistrate's Intern

• Aug 2012 - Dec 2012

In the state of North Carolina, people who are arrested immediately make their first appearance in court in front of a magistrate. Curtis served as an Intern for a semester, working with the magistrate to determine bonds for people who are arrested. Key Takeaways: Working in an office, especially one that decides on someone's freedom, there was a huge focus on following due process and procedure. Curtis learned the importance of not cutting corners in any type of work. He also helped to… Show more In the state of North Carolina, people who are arrested immediately make their first appearance in court in front of a magistrate. Curtis served as an Intern for a semester, working with the magistrate to determine bonds for people who are arrested. Key Takeaways: Working in an office, especially one that decides on someone's freedom, there was a huge focus on following due process and procedure. Curtis learned the importance of not cutting corners in any type of work. He also helped to make informed judgment calls about how to move forward with defendants, based on their history and whether or not they are a "flight risk." -Analyzed and determine the conditions of pretrial release for arrested defendants. -Initiated the issuance of arrest warrants, search warrants, and orders for involuntary commitment. -Effectively and professionally communicated with police officers, detectives, defendants, and magistrates. Show less In the state of North Carolina, people who are arrested immediately make their first appearance in court in front of a magistrate. Curtis served as an Intern for a semester, working with the magistrate to determine bonds for people who are arrested. Key Takeaways: Working in an office, especially one that decides on someone's freedom, there was a huge focus on following due process and procedure. Curtis learned the importance of not cutting corners in any type of work. He also helped to… Show more In the state of North Carolina, people who are arrested immediately make their first appearance in court in front of a magistrate. Curtis served as an Intern for a semester, working with the magistrate to determine bonds for people who are arrested. Key Takeaways: Working in an office, especially one that decides on someone's freedom, there was a huge focus on following due process and procedure. Curtis learned the importance of not cutting corners in any type of work. He also helped to make informed judgment calls about how to move forward with defendants, based on their history and whether or not they are a "flight risk." -Analyzed and determine the conditions of pretrial release for arrested defendants. -Initiated the issuance of arrest warrants, search warrants, and orders for involuntary commitment. -Effectively and professionally communicated with police officers, detectives, defendants, and magistrates. Show less

Development Intern

• May 2012 - Aug 2012

-Responsible for creating new data sets and contact lists for further donor outreach. -Oversaw the preparation and distribution of annual Endowed Scholarship and Donor Recognition Booklets. -Assisted office administration in carrying out day-to-day office functions. -Organized fundraising events for the Duke medical school, primarily from alumni and other stakeholders. -Responsible for creating new data sets and contact lists for further donor outreach. -Oversaw the preparation and distribution of annual Endowed Scholarship and Donor Recognition Booklets. -Assisted office administration in carrying out day-to-day office functions. -Organized fundraising events for the Duke medical school, primarily from alumni and other stakeholders.