Manager, Client Strategy

• Jan 2022 - Present

Manager, Customer Success

• Jun 2021 - Jan 2022

Lead a team of 10 client strategists focusing on Enterprise clients with a $46M ARR run rate. - Verticalized client strategy team to build industry-specific playbooks based on client feedback for personalized recommendations for top verticals. - Achieved 1.96% churn for 2 consecutive quarters with NDR rates upwards of 117%. - Introduced restorative justice practices to facilitate discussions, allowing all team members to constructively contribute feedback to product… Show more Lead a team of 10 client strategists focusing on Enterprise clients with a $46M ARR run rate. - Verticalized client strategy team to build industry-specific playbooks based on client feedback for personalized recommendations for top verticals. - Achieved 1.96% churn for 2 consecutive quarters with NDR rates upwards of 117%. - Introduced restorative justice practices to facilitate discussions, allowing all team members to constructively contribute feedback to product, customer education, marketing, and operations.

Growth Success Manager

• Apr 2020 - Jun 2021

Produce digestible content resources for mass-market customers, enabling them to use Klaviyo and scale their businesses. - Produced 11 live trainings covering various topics based on support tickets and customer feedback with an average NPS of 8.6. - Established Klaviyo’s Clubhouse, presence growing its community following to 600+ by hosting 20+ rooms to support mass market customers. - Built content creation system to sync content creation across marketing, partner and… Show more Produce digestible content resources for mass-market customers, enabling them to use Klaviyo and scale their businesses. - Produced 11 live trainings covering various topics based on support tickets and customer feedback with an average NPS of 8.6. - Established Klaviyo’s Clubhouse, presence growing its community following to 600+ by hosting 20+ rooms to support mass market customers. - Built content creation system to sync content creation across marketing, partner and customer education teams, to create a cohesive content experience for mass market customers. - Facilitated DEI conversations with C-Suite leadership, leading to the formalization of ERGs, DEI consulting firm company audit, dedicated landing page for Black Owned business customers, and a $20k incubator competition for POC brands.

Ad Tech Product Operations - Audience Management

• Oct 2019 - Apr 2020

Identify and triage business problems, and analyze their impact while providing operational support to Product and Engineering by serving as the ‘power user’ of all Audience tools. - Set up PGP encryption and data transfer of hashed customer data with Verizon, increasing retargeting efficiency by 30%. - Developed dashboards and implemented data anomaly detection for vendor audience API calls and pixel fires, reducing investigation time spent by 30 hours per week.

Senior Category Associate

• Aug 2018 - Oct 2019

Managed strategic vision of a best-in-class customer experience for Wayfair’s Specialty BBQ product classes, leveraging merchandising, operations, promotions, and pricing. - Increased attachment rate of outdoor kitchen components to built-in grills by 28%, proving the need for resourcing to build a custom experience for Outdoor Kitchen customers. - Led cross-functional teams in the creation and execution of Wayfair’s first UVP grill offering of “Gift with Purchase” event… Show more Managed strategic vision of a best-in-class customer experience for Wayfair’s Specialty BBQ product classes, leveraging merchandising, operations, promotions, and pricing. - Increased attachment rate of outdoor kitchen components to built-in grills by 28%, proving the need for resourcing to build a custom experience for Outdoor Kitchen customers. - Led cross-functional teams in the creation and execution of Wayfair’s first UVP grill offering of “Gift with Purchase” event generating a +119% lift in sales

Category Associate

• May 2016 - Aug 2018

Consulted over 100 suppliers on e-commerce pricing, promotions, and supply chain best practices. - Conducted market analysis to identify selection gaps in product assortment resulting in the onboarding of 43 new suppliers generating $2.3M in sales. - Led product engineering team to reduce damages of two best-selling pizza ovens by 13%, saving Wayfair $16k in product replacement cost.

Content Marketing Strategist

• Aug 2015 - Apr 2016

Oversaw all SEO operations of over 40 client web marketing campaigns, content strategy, reporting, and keyword research. - Upsold largest enterprise client on a $4k video strategy to drive brand awareness, generating over 60k views and three orders worth an average of $2k. - Led product team of two UX designers and two engineers to redesign and launch several client website redesigns, generating $97k in sales.

Social Media Planner

• Jan 2015 - Aug 2015

Marketing and Advertising Intern

• Sep 2014 - Dec 2014

Mr Youth Network, Campus Manager

• Apr 2013 - May 2014