Experience

FieldRoutes, a ServiceTitan company

• United States
• IT Services and IT Consulting
• 200 - 300 Employee

• Chief Customer Officer

  • Aug 2022 - Present

  -250 EEs in downline-Responsible for Implementation, Customer Success, and Support

• Vice President of Customer Success

  • Dec 2020 - Aug 2022

  • Oversight of software, payment, and digital marketing operations• Including implementation, support, SEO& content production, & customer success• Forbes list of best startups to work for (2020 & 2021)• 200+ employees in downline

• Director Of Customer Success

  • Oct 2017 - Dec 2020

  • Reporting to CEO• PE backed by Gryphon Financial & Mainsail Partners• Employee #22. Grew to 200 employees in 3.5 years• Progressed from managing 1 team with 3 direct reports to 3 departments (Implementation, Support & Customer Success) with 50 direct reports with eNPS 50+• 30+ hires. Identified, recruited & promoted 3 managers, 8 leads & created 10 job roles• 95+% customer retention + 90+% employee retention while growing 80+% YoY• Successful oversight of 700+ implementations• 40% Increase in NPS score (30 points higher than direct competitors)• World class support metrics with 90+% positive reviews, average response time <2hr, resolution time <1 day• Designed progression plans for all three departments, weekly metrics, KPIs, SOPs, new hire training, implemented SalesForce, Pendo, etc.• Weekly 1:1's & review of 100+ projects & NPS and all other key metrics Show less

• Software Implementation Manager

  • May 2017 - Oct 2017

  • Reduced team's stress level from an average of 8.2 to 2.7 in less than a month• Reduced average project completion time by 25% in 5 months• Designed recruiting pipeline to grow team +100%• Designed internal training program for new hires with a 50% reduction in contribution timeline



Implementation Consulting Group

• IT Services and IT Consulting

• Founder / CEO

  • Feb 2017 - May 2017

  Software Implementation Consulting Firm Software Implementation Consulting Firm



Alpha Belt Co.

• Founder / CEO

  • Jun 2016 - May 2017

  E-commerce company focused on selling branded camping belts online with 90% margin. Received endorsement from Stephen Dubner (Author of Freakonomics). E-commerce company focused on selling branded camping belts online with 90% margin. Received endorsement from Stephen Dubner (Author of Freakonomics).



Enforce Consulting

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

• Consultant

  • Mar 2016 - Feb 2017

  • First Activate implementation team - Idea man behind 5 ways to reduce 20-25% of effort on future projects (CSV export from activate, SOW redesign, define out of scope options, adjust DB structure, and empower the customer with tools) • Achieved discovery sign off in 1 day on site, instead of 4-6 weeks • Refined Implementation process to go from 2,000 hours to <1,000 hours per project (UAT Videos, task specialization, consult the customer, combine phases) • Implemented over 1MM in ARR in first 6 months with the company • Grew Dallas office from 1 to 20 employees in first 6 months (most senior hire) • Saas Implementation Consultant certified and focused on Ceridian Dayforce's HR software Show less



Wholesaling Club

• Real Estate

• Co-Founder / CEO

  • Sep 2015 - Mar 2016

  Online real estate investing forum Online real estate investing forum



Entrata

• United States
• Software Development
• 700 & Above Employee

• Senior Implementation Consultant

  • Jul 2015 - Mar 2016

  • Set the record for shortest amount of time to get certified on Accounting Exams • 120+ hours for accounting and accounting related exams • Consulting for Entrata's accounting "core" products to the highest tier clients in property management • Emphasis on resident management, accounting, accounts receivable and accounts payable • Set the record for shortest amount of time to get certified on Accounting Exams • 120+ hours for accounting and accounting related exams • Consulting for Entrata's accounting "core" products to the highest tier clients in property management • Emphasis on resident management, accounting, accounts receivable and accounts payable



Qualtrics

• United States
• Software Development
• 700 & Above Employee

• Software Implementation Manager (Employee Insights)

  • Sep 2014 - Jul 2015

  • Backed by Sequoia Capital & Accel Partners• Managed implementation team for 2 Employee Insights products (Qualtrics 360 and Qualtrics Employee Engagement)• Assisted closing $1,000,000+ revenue as a member of the implementation team (acting as a sales engineer)• Hired 8+ team members in 12 months - interviewed 75+ candidates• Implemented a 24/5 support structure across multiple offices• 25,000+ client interactions - #1 in the company

• Implementation / Support (360 + Employee Engagement)

  • Jan 2012 - Sep 2014

  • 100% Successful project implementations for Fortune 500 clients including Boeing, Nike, Kimberly-Clark and many others• Extensive technical consulting regarding API integration, Single-Sign-On, SMTP, SFTP, HTML, CSS and JavaScript customization.• Spearheaded onboarding for 50+ clients and 10+ new hires by developing training materials and programs to reduce time to being a contributing member by 50%• Vast industry knowledge of Talent Development, Employee Engagement and OD/OB industry through first-hand experience with over 500+ organizations.• Managed feature request process with Product Manager to suggest product enhancements that have the greatest impact on revenue, usage and client satisfaction• SSO - cloud integration with Shibboleth, SAML 2.0, CAS, LDAP Show less

• Software Support / Trainer

  • Jan 2011 - Jan 2012

  • Trained individuals from over 40% of the Fortune 500 on how to use Qualtrics software to lead survey research for various workflows and implementations• Guided and facilitated survey research for over 450 universities worldwide (99 of the top 100 Business Schools)• Trained over 10,000 individuals via on-site trainings, remote trainings, new employee trainings and 1-on-1 needs-based trainings across 6 continents• Directed the head of product development to improve user experience for 500,000+ users• Ranked #1 in cumulative support volume across the entire company• Top tier of client NPS Show less