Experience

• 

  Better Than Rich

  • Greater Fayetteville, AR Area

  • CEO / Founder at. Better Than Rich

    • Jan 2019 - Present
    • Greater Fayetteville, AR Area

    Advise clients on their client success and customer support operations and help them integrate cross-departmentally to achieve the organization's strategic goals.Accomplishments:-Consulted organizations to create ground-up client success and customer support teams, processes, policies, technologies/CRMs, etc.-Worked with them on an ongoing basis to ensure KPIs and OKRs are being met consistently and to the highest standards-Strategized new and engaging ways to serve customers proactively to improve the overall user experience-Collaborated with other departments including strategy, sales, marketing, etc. to ensure the user experience is matching the brand's expectations and culture

• 

  Abundant.is

  • San Francisco Bay Area

  • VP of Client Success

    • Jun 2016 - Jan 2019
    • San Francisco Bay Area

    Executed the client success strategy for a start-up aimed at serving sales leaders in the SaaS space.Accomplishments:-Redesigned the customer journey and lifecycle to create higher customer satisfaction-Oversaw new client onboarding and ramping through full adoption-Increased client renewal rates by 50%-Helped produce the #1 Salesforce salesperson for 2017 and 2018-Helped produce the #1 Bloomberg salesperson for 2018

• 

  Goodbay Technologies

  • Chicago, Illinois, United States

  • Director Of Operations

    • Apr 2011 - Jun 2016
    • Chicago, Illinois, United States

    Led 25 client relationships to provide externalized customer support and technical support for clients mainly in the mobile gaming industry, including Supercell, Machine Zone, Kabam, Gree, etc.Accomplishments:-Managed all operations for a team of 1300+ employees and a book of business of 30M+ annually-Oversaw new client on-boarding relationships and led them to mature and thriving projects-Drove support performance metrics that affect client bottom lines (CSAT, NPS, AHT, etc.)-Performed routine business analysis and met with clients regularly to improve both the customer experience via process improvement and better operations management-Managed all Client Relationship Management (CRM) tools including Salesforce.com, Zendesk, Hubspot, Infusionsoft, and more-Used cross-functional team management team leadership techniques to spearhead initiatives across different departments such as sales, marketing, IT, engineering, product management, project management and human resources.

• 

  Vector Marketing

  • Greater Minneapolis-St. Paul Area

  • Branch/District Manager

    • May 2006 - Apr 2011
    • Greater Minneapolis-St. Paul Area

    Led a large sales organization of over 500 representatives.Accomplishments:-Office Ranked #1 Nationally out of 300+ Branches-Personally Ranked #5 Nationally out of 40,000 Sales Reps-Broke 10 divisional, regional, and national records-Spoke to 3000+ salespeople/managers at conferences and events about selling techniques-Developed countless top-performing salespeople and managers