Global Director, Managed Accounts

• Sep 2021 - Present

Manager, Customer Success

• Oct 2019 - Sep 2021

- Established processes for smooth transitions over two acquisitions within one year- Managing 6 CSMs focused on strategic, high-touch partnerships in priority markets- Working with American Express team to launch and expand Global Dining Access for cardmembers- Co-authored post-pandemic playbook for restaurant operations; cross-published by MAD

Regional Lead Account Manager

• Mar 2019 - Oct 2019

- Nurtured 220 direct customer relationships - Managed a team of 3 direct reports overseeing priority markets across 20 States and Canadian provinces

Senior Account Manager

• Nov 2018 - Mar 2019

- Ran sales pitches to retain the partnerships from Reserve, post-acquisition- Created organizational flow for transitioning partners from Reserve to Resy- Manually transferred data for ~200 accounts from Reserve to Resy- Scheduled in-person and remote trainings with ~200 restaurant partners in three time zones- Performed responsibilities in Sales, Onboarding, Implementation, Account Management, QA, and Support- Ran weekly team meetings to communicate progress of the transition

Senior Customer Success Manager

• Mar 2017 - Nov 2018

- Relocated cross-country into the strongest market to mentor one direct report and improve market communication - Maintained relationships with 230+ restaurant partners as the primary point of contact, including for all Tier 1’s- Implemented scheduled evaluation and review protocol for 230+ restaurant partners nationwide with consistent communication, account review, and training- Provided cross-departmental SME support for all operations positions: sales, implementation, support, and management- Remotely led transition of 120 existing partners onto a new platform, surpassing 4-month national goal- Consistently exceeded KPIs for < 3% churn, down from 6.2% through strong relationships and partner buy-in- Added net MRR through upselling additional services and expansion from existing partnerships- Upheld a Net Promoter Score of 65 or higher- Delivered testimonials from 30% of partners in target markets in Q4

General Manager

• Apr 2015 - Sep 2016

- Oversaw and upheld standards of service and operations that earned a one-star Michelin Guide San Francisco rating for the first two years of business at Aster - Oversaw and upheld standards of service and operations that earned a one-star Michelin Guide San Francisco rating for the first two years of business at Aster

General Manager

• Nov 2011 - Mar 2014

- Led team of 90 with vastly varying levels of experience and skill, while upholding company management philosophy- Oversaw operations for 140-seat dining room and two private dining spaces, and scheduling for an off-site food truck, and off-site catering events for up to 75,000 attendees- Helped organize and managed biannual fundraising events with the Sustainable Food Center- Championed sales increases from $6M annually to almost $7M annually - Led team of 90 with vastly varying levels of experience and skill, while upholding company management philosophy- Oversaw operations for 140-seat dining room and two private dining spaces, and scheduling for an off-site food truck, and off-site catering events for up to 75,000 attendees- Helped organize and managed biannual fundraising events with the Sustainable Food Center- Championed sales increases from $6M annually to almost $7M annually

General Manager

• Sep 2007 - Oct 2011

- Organized details for all core expansion, and kept referenceable logs for future use- Championed sales increases from $6M annually to almost $7M annually- Created extensive core training program to be implemented for all future new hires- Instituted hiring structure for all positions- Organized and ran a silent auction fundraiser for a coworker that brought the hospitality industry together, raising $8k in 4 hours- Created an educational program with the Texas School for the Deaf to allow the staff an opportunity to provide better service - had the school’s culinary students in for a kitchen tour and demonstration- Organized weekly departmental meetings to improve communication and inspire education