Experience

Armorblox (now part of Cisco)

• United States
• Software Development
• 1 - 100 Employee

• VP of Customer Experience & Operations

  • Oct 2022 - Present

• Senior Director of Customer Experience & Operations

  • Apr 2022 - Oct 2022

  Business Development & Pipeline - Oversaw the Business Development (BDR) team in building out scalable and repeatable processes to improve inbound and outbound strategies. - Guided the BDR managers and Sales Ops in improving the quality of marketing qualified accounts (MQAs) that resulted in 60% of leads converting. - Collaborated with Sales Ops in building Business Metric dashboards in Salesforce across the sales stages for leadership to better understand the changes in pipeline… Show more Business Development & Pipeline - Oversaw the Business Development (BDR) team in building out scalable and repeatable processes to improve inbound and outbound strategies. - Guided the BDR managers and Sales Ops in improving the quality of marketing qualified accounts (MQAs) that resulted in 60% of leads converting. - Collaborated with Sales Ops in building Business Metric dashboards in Salesforce across the sales stages for leadership to better understand the changes in pipeline week-over-week to make faster business decisions. Customer Success - Led Customer Success team to maintain high degree of customer satisfaction. - Collaborated with Sales leadership to align on renewal, expansion and upsell opportunities and guide CSMs in execution. - Collaborated with Product in rolling out new Product Documentation and Customer Feedback tools and processes. Customer Support - Led Customer Support team to maintain high degree of customer satisfaction. - Collaborated with various Engineering teams to build next phase of debugging playbooks to continue to train Customer Support Engineers.

• Director of Customer Success & Support

  • Nov 2020 - Apr 2022

  Customer Success - Hired and trained Customer Success Managers to support growing customer base in different regions and countries. - Built and implemented Renewals process and tracking to help Customer Success Managers and Sales collaborate on renewals, expansions and upsells. - Partnered with Product Marketing to build ROI Valuation Models that are leveraged during ROI Valuation conversations with customers ~60 days after onboarding. - Implemented product feedback tool, Parlor… Show more Customer Success - Hired and trained Customer Success Managers to support growing customer base in different regions and countries. - Built and implemented Renewals process and tracking to help Customer Success Managers and Sales collaborate on renewals, expansions and upsells. - Partnered with Product Marketing to build ROI Valuation Models that are leveraged during ROI Valuation conversations with customers ~60 days after onboarding. - Implemented product feedback tool, Parlor, to provide better visibility to customers for their requested features and improvements. - Partnered closely with Product to roll out product releases to all customers and internal stakeholders with the appropriate release announcements and documentation. Customer Support - Hired and trained Customer Support Engineers globally to support growing customer base in different regions and countries. - Implemented a "Follow the Sun" support model to ensure technical support was available to customers in their time zones. - Guided the team in building out debugging playbooks and onboarding materials. - Partnered closely with Engineering Managers to ensure Engineering/Support workflows were effective. Sales - Built and conducted onboarding for all Sales hires. - Transitioned the Proof of Value process to the Solutions Engineer team after they were trained and ramped up.

• Senior Manager of Customer Success

  • May 2019 - Oct 2020

  Customer Success - As the first customer success hire, built out the procedures to ensure the ultimate success of customers - Owned and managed relationships with all customers with a focus on customer happiness, retention and growth - Built and maintained the customer success onboarding program to ensure a smooth transition from Sales - Established weekly metrics to track account health, product adoption and user engagement to help drive data-based business decisions - Worked… Show more Customer Success - As the first customer success hire, built out the procedures to ensure the ultimate success of customers - Owned and managed relationships with all customers with a focus on customer happiness, retention and growth - Built and maintained the customer success onboarding program to ensure a smooth transition from Sales - Established weekly metrics to track account health, product adoption and user engagement to help drive data-based business decisions - Worked closely with Product and Engineering and be the internal voice of the customer based on customer feedback collected - Partnered with Sales during late stages of the sales cycle to establish a relationship with customers - Centralized a process to send Release Notes with email campaigns to all customers after each product update and tracked engagement - Created a company intranet utilizing Google Sites for internal company communication, team onboarding, document management, and publishing metric dashboards Customer Support - Implemented JIRA Service Desk to manage customer support tickets and established internal workflows with Engineering to manage customer bugs, questions and feature requests - Built and rolled out a Support Portal for customers to submit and track tickets from their teams - Set and maintained SLA for average time to response to customer tickets to less than 4 hours - Wrote product documentation to create a Knowledge Base housed on the Support Portal for customers to access - Established an internal process to submit and track Feature Requests from customers for the Product team to leverage this data in their roadmap planning Sales - Formally established the Proof of Value process and metrics with detailed step-by-step enablement guides, email templates and presentation decks - Managed and tracked the pre-sales programs with contingent workers before bringing in-house



MuleSoft

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Operations Manager, Customer Success

  • Jun 2018 - May 2019

  - Identified and optimized product release processes for global Customer Success (CS) team by partnering with Product team - Built and managed a product website for CS to share release information in a consolidated and consistent format which cross functional teams had started to utilize as well - CS representative at Company Product Readiness meetings to ensure thorough product rollouts to customers - Analyzed customer feedback (NPS) and account turnover trends to highlight areas of… Show more - Identified and optimized product release processes for global Customer Success (CS) team by partnering with Product team - Built and managed a product website for CS to share release information in a consolidated and consistent format which cross functional teams had started to utilize as well - CS representative at Company Product Readiness meetings to ensure thorough product rollouts to customers - Analyzed customer feedback (NPS) and account turnover trends to highlight areas of risk to CS and executive leadership - Key point of contact for CS operation efficiency projects - Optimized account loss/reduction process by removing non-value-added human touchpoint by automating in Salesforce Softwares used on a regular basis: Google Suite, Salesforce, Tableau, Excel, HTML Show less - Identified and optimized product release processes for global Customer Success (CS) team by partnering with Product team - Built and managed a product website for CS to share release information in a consolidated and consistent format which cross functional teams had started to utilize as well - CS representative at Company Product Readiness meetings to ensure thorough product rollouts to customers - Analyzed customer feedback (NPS) and account turnover trends to highlight areas of… Show more - Identified and optimized product release processes for global Customer Success (CS) team by partnering with Product team - Built and managed a product website for CS to share release information in a consolidated and consistent format which cross functional teams had started to utilize as well - CS representative at Company Product Readiness meetings to ensure thorough product rollouts to customers - Analyzed customer feedback (NPS) and account turnover trends to highlight areas of risk to CS and executive leadership - Key point of contact for CS operation efficiency projects - Optimized account loss/reduction process by removing non-value-added human touchpoint by automating in Salesforce Softwares used on a regular basis: Google Suite, Salesforce, Tableau, Excel, HTML Show less



Medallia

• United States
• Software Development
• 700 & Above Employee

• Implementation & Engagement Manager, Professional Services

  • Jan 2017 - Jun 2018

  - Certified OCEM (Operational Customer Experience Management) Professional - Managed Fortune 500 stakeholder relationships and consulted clients on best practices in customer experience management - Designed, developed, planned and executed strategic programs for clients to drive optimum value with extensive understanding of customer’s businesses goals, including driving product enhancements to data analysis - Managed program profitability by aligning activities to strategic account… Show more - Certified OCEM (Operational Customer Experience Management) Professional - Managed Fortune 500 stakeholder relationships and consulted clients on best practices in customer experience management - Designed, developed, planned and executed strategic programs for clients to drive optimum value with extensive understanding of customer’s businesses goals, including driving product enhancements to data analysis - Managed program profitability by aligning activities to strategic account goals and drove program renewals and expansions - Developed and managed project plans while driving execution of tasks across global team of analysts - Configured surveys and reports, supported client meetings and resolved technical/system related inquiries - Led the development of methodologies and process documentation for new cross-functional initiatives - Trained/onboarded new managers on how to manage clients, effectively run meetings and leverage internal planning tools Softwares used on a regular basis: JavaScript, Excel, HTML, CSS, Google Suite Show less - Certified OCEM (Operational Customer Experience Management) Professional - Managed Fortune 500 stakeholder relationships and consulted clients on best practices in customer experience management - Designed, developed, planned and executed strategic programs for clients to drive optimum value with extensive understanding of customer’s businesses goals, including driving product enhancements to data analysis - Managed program profitability by aligning activities to strategic account… Show more - Certified OCEM (Operational Customer Experience Management) Professional - Managed Fortune 500 stakeholder relationships and consulted clients on best practices in customer experience management - Designed, developed, planned and executed strategic programs for clients to drive optimum value with extensive understanding of customer’s businesses goals, including driving product enhancements to data analysis - Managed program profitability by aligning activities to strategic account goals and drove program renewals and expansions - Developed and managed project plans while driving execution of tasks across global team of analysts - Configured surveys and reports, supported client meetings and resolved technical/system related inquiries - Led the development of methodologies and process documentation for new cross-functional initiatives - Trained/onboarded new managers on how to manage clients, effectively run meetings and leverage internal planning tools Softwares used on a regular basis: JavaScript, Excel, HTML, CSS, Google Suite Show less



The Clorox Company

• United States
• Consumer Goods
• 700 & Above Employee

• Senior Financial Analyst

  • Feb 2016 - Jan 2017

  - Led the Cost of Goods Sold (COGS) reconciliation process within the Cleaning Division on average accounting for $500M - Reviewed and managed a staff analyst’s work in matters relating to inventory analysis, reporting, and journal entries - Analyzed variances to forecasts and identified opportunities for improvement and provided business updates - Collaborated with cross-functional partners within Product Supply, Finance and Sales organizations to drive business results - Assisted… Show more - Led the Cost of Goods Sold (COGS) reconciliation process within the Cleaning Division on average accounting for $500M - Reviewed and managed a staff analyst’s work in matters relating to inventory analysis, reporting, and journal entries - Analyzed variances to forecasts and identified opportunities for improvement and provided business updates - Collaborated with cross-functional partners within Product Supply, Finance and Sales organizations to drive business results - Assisted in annual standards process to ensure all products are correctly calculated for inventory and forecasting purposes - Identified issues/opportunities to improve business processes, system utilization and reporting Softwares used on a regular basis: SAP, BW, Essbase, Microsoft Excel

• Financial Analyst

  • Aug 2014 - Feb 2016

  - Supported cross functional partners with financial feasibility and guidance on customer specific merchandising opportunities - Calculated Product Profit & Loss statements leveraged in financial modeling for new product launches and secondary placements - Consistently ensured implementation of controls through creation of a new process for internal audit of any price changes - Consolidated monthly scorecard for Business Insights Group to provide updates on set metrics to the business… Show more - Supported cross functional partners with financial feasibility and guidance on customer specific merchandising opportunities - Calculated Product Profit & Loss statements leveraged in financial modeling for new product launches and secondary placements - Consistently ensured implementation of controls through creation of a new process for internal audit of any price changes - Consolidated monthly scorecard for Business Insights Group to provide updates on set metrics to the business leadership teams - Provided leadership with financial analysis around discounts that enabled a decision and resulted in savings of $0.5M/year - Piloted new process by partnering with Product Supply and Sale and created financial models to run analytics and order placement - Taught Finance Learning & Development Excel courses: Excel Accelerators, Excel Advanced Functions, and Pivot Tables - Initiated and led Employee Engagement Committee for Cleaning Finance Division - Advisor to new hire orientation and NextGen college recruiting Softwares used on a regular basis: SAP, BW, Essbase, Microsoft Excel

• Staff Analyst

  • Aug 2013 - Aug 2014

  • Report consolidated close and forecast package for Sales reduced revenue and expense accounts for total of $230M • Implemented multiple continuous improvement processes to increase efficiency of current role by 8% (-170 hours/yr) - Created Macro/VBA codes to help automate processes and report simplification - Created a fiscal year calendar to automatically generate monthly calendars based on list of deliverables • Supported Sales function with monthly Unsaleables… Show more • Report consolidated close and forecast package for Sales reduced revenue and expense accounts for total of $230M • Implemented multiple continuous improvement processes to increase efficiency of current role by 8% (-170 hours/yr) - Created Macro/VBA codes to help automate processes and report simplification - Created a fiscal year calendar to automatically generate monthly calendars based on list of deliverables • Supported Sales function with monthly Unsaleables check run process, for an open role for 6 months: • Streamlined monthly check run to reduce processing time by 70% (from 10 days to 3 days) • Discovered and researched a process gap that resulted in miscoding of liabilities to customers for past 10 years, working with cross functional partners in Sales, IT, Supply Chain and Customer Service Capabilities • Researched the magnitude of liability to make recommendations to Sales SVP in Q4 FY14 • Supported PPD FY15 Standards for Raw & Pack and Finished Goods to gain exposure outside of current job scope • Owned the close and forecast processes from end- to-end in the absence of direct manager • Tasked to a small team to develop a New Hire Orientation program for Finance organization Softwares used on a regular basis: SAP, BW, Microsoft Excel



University Lofts

• Stockton, California Area

• Leasing & Operations Lead

  • Nov 2011 - May 2013

  - Aligned with multiple supporting teams of the hotel to the new apartment/resident model - Negotiated and closed lease contracts in excess of $15,000/year - Implemented online scheduling system for clients to book tours online and saved 10+ hours/week of answering phones - Designed attractive ads and enhanced the website to showcase the residential option available near the University campus - Planned and produced Open Houses/Community events to increase foot traffic to show and… Show more - Aligned with multiple supporting teams of the hotel to the new apartment/resident model - Negotiated and closed lease contracts in excess of $15,000/year - Implemented online scheduling system for clients to book tours online and saved 10+ hours/week of answering phones - Designed attractive ads and enhanced the website to showcase the residential option available near the University campus - Planned and produced Open Houses/Community events to increase foot traffic to show and lease the available housing space Show less - Aligned with multiple supporting teams of the hotel to the new apartment/resident model - Negotiated and closed lease contracts in excess of $15,000/year - Implemented online scheduling system for clients to book tours online and saved 10+ hours/week of answering phones - Designed attractive ads and enhanced the website to showcase the residential option available near the University campus - Planned and produced Open Houses/Community events to increase foot traffic to show and… Show more - Aligned with multiple supporting teams of the hotel to the new apartment/resident model - Negotiated and closed lease contracts in excess of $15,000/year - Implemented online scheduling system for clients to book tours online and saved 10+ hours/week of answering phones - Designed attractive ads and enhanced the website to showcase the residential option available near the University campus - Planned and produced Open Houses/Community events to increase foot traffic to show and lease the available housing space Show less



Baun Fitness Center

• Stockton, California

• Supervisor

  • Aug 2010 - Aug 2012



Maharishi Institute

• Non-profit Organization Management
• 1 - 100 Employee

• Strategy & Development Intern

  • May 2012 - Jul 2012



eOffice

• United Kingdom
• Real Estate
• 1 - 100 Employee

• Business Development Intern

  • May 2011 - Aug 2011



Ben & Jerry's

• United States
• Manufacturing
• 700 & Above Employee

• Server of Frozen Goodness

  • Aug 2008 - Aug 2010