Client Success

• Apr 2023 - Present

Programs Manager, Global Technical Alliances

• Apr 2022 - Jan 2023

Sitecore is the leading provider of end-to-end digital experience software. Our SaaS-enabled, composable platform empowers brands to deliver unforgettable customer interactions. • Responsible for operational execution around Sitecore’s largest Technology Alliances: Microsoft and Salesforce • Assist VP of Global Technology Alliances and 5 Alliance Managers with prioritizing and creating process flows and automation in to create greater efficiency and effectiveness • Create and manage all Marketplace offers and solutions in Microsoft Partner center • Track partner programs status and maximize value to Sitecore • Maintain process and flow of large pipeline of opportunities (50-80 per week) between Microsoft Partner Center and Sitecore CRM • Prepare and deliver pipeline reports bi-weekly manually coordinating multiple systems and calculations to give accurate forecast of co-sell potential for both partnerships • Calculate monthly royalty/commission payments due on partner and 3rd party closed deals from submission for finance approval through PO creation and payments approvals • Assist VP of Global Technology Alliances with management and documentation of workload balance for small team of Alliance managers working with 80 to 100 referral/resell technology partners • Manage primary vendor relationship for opportunity management, including working directly with procurement through full cycle of vendor selection and onboarding • Document all meetings and all preparation for QBR’s with Strategic partners Show less

Enterprise Customer Success Manager

• May 2021 - Apr 2022

Drift is the Conversational Marketing platform that combines chat, email, video, and automation to remove the friction from business buying. • Responsible for portfolio of 22 enterprise organizations across multiple industries with renewal value of over 2 million dollars in ARR • Generated $200,000 in upsell opportunities during first 9 months • 100% gross customer retention rate and 106% net retention rate in 9 months • Spearheaded multiple new process changes around technical support requests, product roadmap presentations requests and EBR presentation automation that helped the Customer Success team be more effective and efficient • Acted as voice of the customer, working directly with the product team, giving detailed feedback on 2 different new products developed and added to the Drift product portfolio • Developed new success plan format that created a direct and compelling story of Drift’s contribution to the customer’s overall success Show less

Customer Success Account Director

• Jul 2019 - Apr 2021

Responsible for the growth and retention of more than 50 accounts and associated ARR. • Maximize value of PRM SaaS solution to ensure customer value and demonstrable ROI • Implemented Executive Business Reviews bi-annual basis aimed at uncovering customer strategies, challenges and goals • Responsible for driving and negotiating all account renewals on time with targeted revenue goals • Develop tailored account plans in collaboration with customer to ensure path to success and recognized value • Became technically proficient across large and technical platform including leading conversations around integration software upgrades • Organize and facilitate platform training for both customers and end users • Recognized as a team leader across the organization • Became the go to account owner for challenging accounts – relied on to develop account recovery plans to get relationships back on track • Consistently over-performed in delivering 5 star customer reviews • Boosted customer satisfaction and increased retention rate to 95% through implementation of cadence calls and ROI reporting. • Achieved account growth and/or assisted upsell success in 60% of existing accounts, increasing revenue by 40% over 16 months. Show less

Customer Success Account Manager, North America

• Jan 2017 - Jun 2019

• Maximize value of Through Channel Marketing Automation (TCMA) SaaS solution to ensure optimal customer service and retention. • Partner with customers to develop rollout plans focused on initial and ongoing enrollment strategy. • Organize and facilitate platform training for both customers and end users. • Align objectives with customers to produce success plans based on defined success metrics. • Conduct ongoing monitoring and progress reporting, including custom reporting and QBR presentation. • Identify upsell and cross sell opportunities and present solutions to appropriate manager or technical support. • Developed and served in role as the first CSM in company’s 30-year history. • Fulfilled seamless customer migration from legacy platform to new UI platform. • Converted dissatisfied accounts into company promoters using new customer recommendations and testimonial videos. • Launched and managed enrollment concierge services for customers. Show less

Senior Program Manager

• Jan 2012 - Dec 2016

• Maintained project communication via weekly reporting, crisis management, level setting, and mid-program adjustments. • Delivered vital oversight of internal resource management. • Formulated effective call script messaging. • Coordinated BDR and additional program related training. • Fostered long-term professional relationships with external data provider. • Transformed a growing OEM channel program from a $60,000 account to $240,000 in 12 months. • Ensured accurate documenting of full range of eCoast lead generation, CRM, and quality processes. • Attained 85% customer retention rate in services industry known for “random acts of marketing”. • Received an average score of 9.5/10 from clients in post-mortem quality/customer satisfaction surveys. Show less

Business Development Representative

• Sep 2011 - Dec 2011

• Generated leads for technology manufacturers and channel partners. • Executed required inbound and outbound activities on a daily basis. • Met all productivity goals, as well as criteria for dials, talk time, and leads to qualify for monthly bonus. • Generated leads for technology manufacturers and channel partners. • Executed required inbound and outbound activities on a daily basis. • Met all productivity goals, as well as criteria for dials, talk time, and leads to qualify for monthly bonus.

Associate Artistic Director

• Sep 2010 - May 2011

• Managed calendar and budget for all technical/production needs. • Headed operations of activities performed by Youth Theatre programs and staff, including contributing to all artistic decisions and directing 2 plays or musicals per season. • Analyzed records to uncover and resolve $120,000 in budget errors. • Enhanced operational efficiency by +75% using shared collaborative tools, such as calendar and budget. • Reduced over-hire costs by 20% during production weeks. • Directed 2 highly celebrated, award winning productions. Show less

Director of Intern Program

• Jun 2009 - Apr 2010

• Screened and selected 10 interns for a highly competitive, paid summer internship. • Assembled appropriate scheduling of all classes, rehearsals and, intern duty schedules. • Managed youth theatre program of 3-4 productions, including 3 full time staff reports. • Recruited 2 of the most successful classes in the 50-year history of organization. • Succeeded in increasing intern participation at all levels of organization. • Restructured production and performance schedule to enhance efficiency and practicality. Show less

Business Development Representative

• Nov 2007 - Jun 2009

• Generated leads for technology manufacturers and channel partners. • Executed required inbound and outbound activities on a daily basis. • Met and exceeded all productivity goals, winning multiple monthly productivity and team player awards. • Promoted to team leader within first 6 months on the job. • Improved team quality and productivity month over month. • Generated leads for technology manufacturers and channel partners. • Executed required inbound and outbound activities on a daily basis. • Met and exceeded all productivity goals, winning multiple monthly productivity and team player awards. • Promoted to team leader within first 6 months on the job. • Improved team quality and productivity month over month.

Administrative Assistant Greenlawn Construction

• Aug 2007 - May 2009

Part time position that involved filing, office organization and maintenance, account reconciliation with Quickbooks and typing correspondence. Part time position that involved filing, office organization and maintenance, account reconciliation with Quickbooks and typing correspondence.

Project Manager Healthy Achievers

• Jul 2006 - Jul 2007

• Directed all shipping/receiving activities and warehouse organization, increased efficiency of warehouse tracking and shipping processes, and oversaw day to day operations. • Built nurse and staff schedules to ensure adequate staffing for 100’s nationwide health screening events. • Cultivated and sustained large UPS shipping relationship. • Implemented a newly developed CRM and database software for project efficiency. • Directed all shipping/receiving activities and warehouse organization, increased efficiency of warehouse tracking and shipping processes, and oversaw day to day operations. • Built nurse and staff schedules to ensure adequate staffing for 100’s nationwide health screening events. • Cultivated and sustained large UPS shipping relationship. • Implemented a newly developed CRM and database software for project efficiency.

Assistant Professor

• Aug 2002 - Jun 2005

• Taught students in an undergraduate acting and directing courses, while managing full-time load. • Functioned as needed, on committees and directing plays and musicals. • Spearheaded a curriculum redesign of the BFA Theatre Major in partnership with small faculty team. Mentored and advised student theatre group during highly successful artistic growth period. • Received consistent score of 4+/ 5 in student assessments. • Taught students in an undergraduate acting and directing courses, while managing full-time load. • Functioned as needed, on committees and directing plays and musicals. • Spearheaded a curriculum redesign of the BFA Theatre Major in partnership with small faculty team. Mentored and advised student theatre group during highly successful artistic growth period. • Received consistent score of 4+/ 5 in student assessments.