Experience

Bevy

• United States
• Software Development
• 1 - 100 Employee

• Sr. Customer Success Manager

  • Oct 2021 - Present

  ● Virtual and in-person community events platform to build and scale global communities for The Church of Jesus Christ of Latter-day Saints, BYU, Airbnb, Zendesk, Consensys, Figma, Snowflake, Twitch, Ivanti, and other large, enterprise companies. ● Increased scope and scale of relationship for $1M+ book of business: adoption and usage of product, driving expansion, cross-selling, and customer advocacy by more than 20% annually ● Project management for key customer initiatives as well as… Show more ● Virtual and in-person community events platform to build and scale global communities for The Church of Jesus Christ of Latter-day Saints, BYU, Airbnb, Zendesk, Consensys, Figma, Snowflake, Twitch, Ivanti, and other large, enterprise companies. ● Increased scope and scale of relationship for $1M+ book of business: adoption and usage of product, driving expansion, cross-selling, and customer advocacy by more than 20% annually ● Project management for key customer initiatives as well as internal team improvement projects ● Mentor/Coach junior customer success associates and managers Show less ● Virtual and in-person community events platform to build and scale global communities for The Church of Jesus Christ of Latter-day Saints, BYU, Airbnb, Zendesk, Consensys, Figma, Snowflake, Twitch, Ivanti, and other large, enterprise companies. ● Increased scope and scale of relationship for $1M+ book of business: adoption and usage of product, driving expansion, cross-selling, and customer advocacy by more than 20% annually ● Project management for key customer initiatives as well as… Show more ● Virtual and in-person community events platform to build and scale global communities for The Church of Jesus Christ of Latter-day Saints, BYU, Airbnb, Zendesk, Consensys, Figma, Snowflake, Twitch, Ivanti, and other large, enterprise companies. ● Increased scope and scale of relationship for $1M+ book of business: adoption and usage of product, driving expansion, cross-selling, and customer advocacy by more than 20% annually ● Project management for key customer initiatives as well as internal team improvement projects ● Mentor/Coach junior customer success associates and managers Show less



Alen Howard

• Utah, United States

• Educational Consultant

  • Jun 2014 - Present

  Provide independent consulting services regarding educational leadership and policy issues, as well as Ed Tech Evaluation, Implementation, and Strategy. Provide independent consulting services regarding educational leadership and policy issues, as well as Ed Tech Evaluation, Implementation, and Strategy.



Wrike

• United States
• Software Development
• 700 & Above Employee

• Sr. Strategic Customer Success Manager

  • Mar 2020 - Oct 2021

  ● Develop CS processes to scale with a remote team; project manage developing new playbooks and motions relative to expansion selling, virtual user groups, and CS/Product enterprise collaboration ● Manage relationships and projects with the largest white-glove plus customer base ($250k+ ARR); $3.5M book of business with strategic enterprise clients like Citadel ($2M ARR), Experian, Siemens, GoPro, UPS, and Tesla ● Overachieve KPIs each quarter (99.87% GRR all-time) ● Increase adoption… Show more ● Develop CS processes to scale with a remote team; project manage developing new playbooks and motions relative to expansion selling, virtual user groups, and CS/Product enterprise collaboration ● Manage relationships and projects with the largest white-glove plus customer base ($250k+ ARR); $3.5M book of business with strategic enterprise clients like Citadel ($2M ARR), Experian, Siemens, GoPro, UPS, and Tesla ● Overachieve KPIs each quarter (99.87% GRR all-time) ● Increase adoption and usage of product, driving expansion, cross-selling, and customer advocacy Show less ● Develop CS processes to scale with a remote team; project manage developing new playbooks and motions relative to expansion selling, virtual user groups, and CS/Product enterprise collaboration ● Manage relationships and projects with the largest white-glove plus customer base ($250k+ ARR); $3.5M book of business with strategic enterprise clients like Citadel ($2M ARR), Experian, Siemens, GoPro, UPS, and Tesla ● Overachieve KPIs each quarter (99.87% GRR all-time) ● Increase adoption… Show more ● Develop CS processes to scale with a remote team; project manage developing new playbooks and motions relative to expansion selling, virtual user groups, and CS/Product enterprise collaboration ● Manage relationships and projects with the largest white-glove plus customer base ($250k+ ARR); $3.5M book of business with strategic enterprise clients like Citadel ($2M ARR), Experian, Siemens, GoPro, UPS, and Tesla ● Overachieve KPIs each quarter (99.87% GRR all-time) ● Increase adoption and usage of product, driving expansion, cross-selling, and customer advocacy Show less



Nearpod

• United States
• E-Learning Providers
• 300 - 400 Employee

• Manager, Customer Success (West)

  • May 2018 - Mar 2020

  ● Overachieve KPIs: Top GRR Award for 2019; 128% NRR for 2018 (162% NRR - Q3, 172% NRR -Q4) for ~$40M ARR company ● Develop CS processes to scale with a remote team; lead Senior team meetings to coordinate best practices, influence product roadmap changes, collaborate on Voice of the Customer (VoC) activities ● Manage state-wide, large consortium, and large enterprise-level contracts and relationships (Ex. Utah Education and Telehealth Network (UETN), CCSD, OCPS, etc.) ● Manage… Show more ● Overachieve KPIs: Top GRR Award for 2019; 128% NRR for 2018 (162% NRR - Q3, 172% NRR -Q4) for ~$40M ARR company ● Develop CS processes to scale with a remote team; lead Senior team meetings to coordinate best practices, influence product roadmap changes, collaborate on Voice of the Customer (VoC) activities ● Manage state-wide, large consortium, and large enterprise-level contracts and relationships (Ex. Utah Education and Telehealth Network (UETN), CCSD, OCPS, etc.) ● Manage relationships with largest school districts in the country, driving value in our SaaS Ed Tech student engagement platform, by providing change management consulting and project management services ● Increase adoption and usage of product, driving expansion, cross-selling, and customer advocacy Show less ● Overachieve KPIs: Top GRR Award for 2019; 128% NRR for 2018 (162% NRR - Q3, 172% NRR -Q4) for ~$40M ARR company ● Develop CS processes to scale with a remote team; lead Senior team meetings to coordinate best practices, influence product roadmap changes, collaborate on Voice of the Customer (VoC) activities ● Manage state-wide, large consortium, and large enterprise-level contracts and relationships (Ex. Utah Education and Telehealth Network (UETN), CCSD, OCPS, etc.) ● Manage… Show more ● Overachieve KPIs: Top GRR Award for 2019; 128% NRR for 2018 (162% NRR - Q3, 172% NRR -Q4) for ~$40M ARR company ● Develop CS processes to scale with a remote team; lead Senior team meetings to coordinate best practices, influence product roadmap changes, collaborate on Voice of the Customer (VoC) activities ● Manage state-wide, large consortium, and large enterprise-level contracts and relationships (Ex. Utah Education and Telehealth Network (UETN), CCSD, OCPS, etc.) ● Manage relationships with largest school districts in the country, driving value in our SaaS Ed Tech student engagement platform, by providing change management consulting and project management services ● Increase adoption and usage of product, driving expansion, cross-selling, and customer advocacy Show less



Instructure

• United States
• E-Learning Providers
• 700 & Above Employee

• Manager, Customer Success (K-12 Enterprise)

  • Sep 2015 - May 2018

  -Lead team of K-12 Enterprise CSMs to 97% CSAT and 97% Logo renewal (99% ARR, >100% YoY ARR) and 60+ NPS on semi-annual basis -Scaled K-12 Enterprise team by developing processes and procedures around managing the customer life-cycle -Directed department mentoring efforts for CSM professional development on regular basis -Developed the Strategic CSM job description and plan for Strategic CSM team creation -Created and directed K-12 user group activities and initiatives with… Show more -Lead team of K-12 Enterprise CSMs to 97% CSAT and 97% Logo renewal (99% ARR, >100% YoY ARR) and 60+ NPS on semi-annual basis -Scaled K-12 Enterprise team by developing processes and procedures around managing the customer life-cycle -Directed department mentoring efforts for CSM professional development on regular basis -Developed the Strategic CSM job description and plan for Strategic CSM team creation -Created and directed K-12 user group activities and initiatives with cross-section of K-12 industry leaders -Managed state-wide contracts (ex. UT, WA, AK, OR), large consortium contracts (TX, IA, MO, MS), and/or enterprise-level content-vendor contracts (ex. Avid, K-12, Inc) -Led K-12 Customer Success teams in upsells (2016) and have already achieved annual stretch goal for upsells by end of Q2 (2017)

• Customer Success Manager

  • Sep 2014 - Sep 2015

  -Managed book of business exceeding $3M ACV -Acquired the most strategic K-12 accounts to manage and increased adoption rates of Canvas product, working with VPs and CEO to ensure their success in full-scale adoption of Canvas product -Exceeded 96% CSAT and 100% logo retention on annual basis -Led the management of statewide contracts in Utah, Washington, Alaska



Harmony Educational Services

• Provo, Utah Area

• Director of Curriculum and Assessment

  • Jan 2010 - Jun 2014

  Directed the day-to-day operations of Rockwell Charter High School as the School Director for one year (2010-2011 school year), including all academic and business aspects in managing a $3+ million dollar budget associated with state and federal funds, regulations, and reports - Directed faculty/staff of 35 in making academic achievement gains of 13% on average across all courses tested on state tests taken at Rockwell during the 2010-2011 school year - Directed the evaluation and… Show more Directed the day-to-day operations of Rockwell Charter High School as the School Director for one year (2010-2011 school year), including all academic and business aspects in managing a $3+ million dollar budget associated with state and federal funds, regulations, and reports - Directed faculty/staff of 35 in making academic achievement gains of 13% on average across all courses tested on state tests taken at Rockwell during the 2010-2011 school year - Directed the evaluation and selection of all curriculum to be included in the Harmony Course Catalog numbering over 1400 courses and 20 vendors - Managed a $2 million curriculum budget, including the relationships with the vendors - Created and managed contracts and MOUs established with vendors with a 95% retention rate - Established ACT Prep program for the company with average increase of 4.5 points on the ACT for all participants in the program - Key leader in leading company multi-state expansion efforts. Increased company revenue: $700K (2013), $2.8M (2014) - Increased overall company revenue from $3M (2010) to $8.5M (2014) by developing relationships with key partners which helped increase overall student enrollment in Distance and Blended Learning programs (100% growth YOY from 2011-2014) - Established K-12 Test Prep program which increased student achievement on state tests overall by 6% annually for the past three years (2011-2014) - Created and delivered monthly training on curriculum and assessments for staff of 20 - Coordinated the administration of state-required assessments for all Harmony-partner schools and students within distance learning programs in Utah and Idaho - Oversaw the Data Entry team with a 99.9% accuracy on the data entered into management system on a monthly basis - Managed the Harmony Resource Library and personnel, including Documentation efforts Show less Directed the day-to-day operations of Rockwell Charter High School as the School Director for one year (2010-2011 school year), including all academic and business aspects in managing a $3+ million dollar budget associated with state and federal funds, regulations, and reports - Directed faculty/staff of 35 in making academic achievement gains of 13% on average across all courses tested on state tests taken at Rockwell during the 2010-2011 school year - Directed the evaluation and… Show more Directed the day-to-day operations of Rockwell Charter High School as the School Director for one year (2010-2011 school year), including all academic and business aspects in managing a $3+ million dollar budget associated with state and federal funds, regulations, and reports - Directed faculty/staff of 35 in making academic achievement gains of 13% on average across all courses tested on state tests taken at Rockwell during the 2010-2011 school year - Directed the evaluation and selection of all curriculum to be included in the Harmony Course Catalog numbering over 1400 courses and 20 vendors - Managed a $2 million curriculum budget, including the relationships with the vendors - Created and managed contracts and MOUs established with vendors with a 95% retention rate - Established ACT Prep program for the company with average increase of 4.5 points on the ACT for all participants in the program - Key leader in leading company multi-state expansion efforts. Increased company revenue: $700K (2013), $2.8M (2014) - Increased overall company revenue from $3M (2010) to $8.5M (2014) by developing relationships with key partners which helped increase overall student enrollment in Distance and Blended Learning programs (100% growth YOY from 2011-2014) - Established K-12 Test Prep program which increased student achievement on state tests overall by 6% annually for the past three years (2011-2014) - Created and delivered monthly training on curriculum and assessments for staff of 20 - Coordinated the administration of state-required assessments for all Harmony-partner schools and students within distance learning programs in Utah and Idaho - Oversaw the Data Entry team with a 99.9% accuracy on the data entered into management system on a monthly basis - Managed the Harmony Resource Library and personnel, including Documentation efforts Show less



Rockwell Charter High School

• Eagle Mountain, UT

• Curriculum Director

  • Jul 2008 - Mar 2011



Norman Public Schools

• Norman, OK

• AP US History Instructor

  • Aug 2005 - Jun 2008



Western Star Co.

• NM, OK

• Regional Sales Representative

  • Oct 1998 - Jul 2006