Experience

ARTA
• United States
• Software Development
• 1 - 100 Employee
• Director of Client Success

  • May 2023 - Present


Flexe

• Software Development

• Group Director - Account Management

  • Sep 2021 - May 2023

  ➤ Earned rapid promotion within fast-growth (100% annual growth), industry-disrupting startup and now lead company’s largest book of run-rate business, reporting to the Vice President of Account Management. ➤ Led team of 7-8 individual contributors managing $70 million book of business comprised of a wide array of client profiles, including multiple members of the Fortune 100. ➤ Coached team, primarily comprised of account managers with less than 12 months experience, to a 14% beat on top-line revenue and 27% beat on net revenue via daily focus on balancing account management as well as business development fundamentals as part of an “Earn the Business Everyday” approach to limited-commitment commercial engagements. ➤ Represented Account Management leadership as part of strategic organizational growth initiatives, including contracting best practices, scope management methodologies, cross-functional collaboration, and forecasting/P&L management. ➤ Recognized by cross-functional leadership for excellence in teamwork. ➤ Designed rubric for company’s assessment, reporting and management of health drivers for over 150 accounts. ➤ Consulted with internal product leaders and decision makers related to ecommerce fulfillment best practices. ➤ Led successful resolution of challenging client situations and churn scenarios. ➤ Participated in company Values committee, working with senior executive sponsor to evangelize core Values across the company. Show less

• Director of Strategic Accounts

  • Dec 2020 - Sep 2021

  ➤Within the first six months of employment saved $3M/yr engagement through successful execution of churn prevention playbook. ➤Converted stagnant ($400K annual revenue) Fortune 100 client into multi-year, top-5 engagement ($30M+) by closing largest upsell in company history alongside largest fulfillment deal in Flexe history. ➤Partnered with client, Solutions and Operations teams to devise innovative solutions that unlocked $3M+ project helping the company beat CY2021 targets. ➤Devised new commercial model to align client, Flexe and warehouses in mutually beneficial ways, unlocking upsell opportunities. ➤Designated by Sales leadership as a model for company pitch delivery. ➤Designed processes for improving and streamlining the department’s business review preparation. ➤Provided on-site support for key program launches as well as operational improvement initiatives. ➤Recruited team members that quickly emerged as top performers in the company (top revenue achievers as well as promotions to management). Show less



ReachLocal

• United States
• Advertising Services
• 700 & Above Employee

• Director of Client Success, Strategic Accounts

  • Jun 2017 - Oct 2020

  ➤ Led delivery of all high-value contracted services ensuring that performance goals and cost commitments are met while working with business partners to develop, implement, and lead a customer-centric operational model. ➤ Analyzed client delivery requirements, contributing to the client's strategic business plans, and creating incremental revenue opportunities while actively seeking opportunities to drive down the cost of delivery. ➤ Built and managed multi-functional post-sales service organization focused on supporting internal and external stakeholders for the company's largest accounts while enhancing viability of multimillion-dollar client prospects. ➤ Delivered proactive attention and insight into opportunities to retain and grow relationships with strategic white-label partner/agency clients and national-scale digital marketing firms for SEM/SEO, social, or display advertising. ➤ Reduced campaign provisioning delays by 33% leading to faster revenue streams, mentored underutilized resources to help them ascend to leadership positions, and achieved the company's highest employee engagement results. ➤ Devised, implemented, and managed a post-sales service organization with over 50 resources across North America and Asia to attain an average of 96% monthly account retention and 20% YoY revenue growth of a $70M+ client portfolio. ➤ Boosted account retention performance through improved client experiences by implementing a superior account management/client services methodology into the technical digital marketing campaign management team. Show less



PFSweb, Inc.

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Area Vice President, Client Services

  • Jan 2016 - Jun 2017

  ➤ Promoted to lead team of relationship managers in 3 countries charged with maintaining client satisfaction to protect internal profitability for multi-year eCommerce engagements ranging in size from start-up to enterprise.➤ Built relationships with senior executives to establish role of trusted advisor equipped to provide solutions that best align with client business needs as well as best practices while owning and managing operation-wide P&L of $220M/yr client portfolio.➤ Managed overall delivery commitments to the customer as the single point of delivery accountability within each account for meeting delivery targets, service excellence, and operating within the financial model.➤ Identified business problems or opportunities to build strategic roadmaps in support of key e-commerce initiatives including site incubation, omnichannel engagement, and international expansion in collaboration with senior leadership.➤ Provided Fortune 500 clients with single strategic relationship owner responsible for total client satisfaction while partnering with functional team leaders in digital agency, technology services, and omnichannel operations.➤ Negotiated complex multi-year contracts and renewals as accountable executive for client retention while governing a client portfolio in excess of $200M per year that was largely comprised of recurring revenue engagements.➤ Contributed at all stages of the new client sales process including preparation of RFP responses, service price modeling, sales presentation preparation, and pitch delivery to senior/C-suite leadership and account stakeholders. Show less

• Director, Client Services/Manager, Client Services

  • Jan 2010 - Jan 2016

  ➤ Initially came onboard as a Client Services Manager in 2010 to then being promoted to Client Services Director in 2012.➤ Served as trusted adviser and primary business relationship manager for key accounts to lead the successful launch/implementation of new programs while coordinating numerous 3rd-party partners and internal departments.➤ Wrote proposals and contracts, developed project implementation plans, and ensured successful execution while managing program budgets and providing recommendations for effectively managing program spend.➤ Analyzed program performance with insightful recommendations to drive business decisions as well as created and delivered presentations, program progress reports, and quarterly business reviews to clients.➤ Created contracts/Statements of Work, conducted internal/external kickoff meetings, and defined program strategies/roadmaps to determine best client solutions according to SOWs and in collaboration with internal teams.➤ Tracked the status of requirements throughout the project life cycle, enforced and redefined specifications as necessary to meet changing demands, resolved conflicts, and managed timelines to ensure milestones were reached on schedule.➤ Communicated changes, enhancements, or modifications of business requirements to clients and internal teams so that issues and solutions were understood and acted upon in a timely manner to client satisfaction. Show less

• Account Manager

  • 2009 - 2010

• Analyst, Client Services

  • 2004 - 2009


Rackspace Hosting
• United States
• Information Technology & Services
• Account Manager

  • 2004 - 2009