Experience

Seed Technology

• United States
• Software Development
• 1 - 100 Employee

• Head of Customer Success & Growth

  • Nov 2021 - Present

  Denver, Colorado, United States



Flowhub

• United States
• Software Development
• 1 - 100 Employee

• VP of Customer Success

  • Nov 2019 - Jul 2021

  Denver, Colorado Set strategic initiatives and goals for Product Support, Implementation, Customer Success, Customer Operations, and Compliance teams. Responsible for the management, retention and growth of over one thousand customer locations across twelve states. - Created and implemented customer segmentation and engagement strategies that reduced gross monthly churn by a factor of 25% while achieving 400% growth in customer locations. - Established Implementation conversion goals and processes… Show more Set strategic initiatives and goals for Product Support, Implementation, Customer Success, Customer Operations, and Compliance teams. Responsible for the management, retention and growth of over one thousand customer locations across twelve states. - Created and implemented customer segmentation and engagement strategies that reduced gross monthly churn by a factor of 25% while achieving 400% growth in customer locations. - Established Implementation conversion goals and processes that increased bookings-to-billings ratio by 10%.

• Senior Director of Customer Success

  • Jan 2019 - Nov 2019

  Denver, Colorado - Directed the selection and implementation of a project management tool that leveraged automation to reduce the number of new customer onboarding meetings by 50%. - Developed and executed training and migration plan for 500+ customer locations transitioning to a new platform while maintaining continuity. - Managed the creation and ongoing development of customer help site with training material across numerous workflows in multiple markets.

• Director of Product Support

  • Dec 2017 - Jan 2019

  Denver, CO - Improved inbound call answer percentage from 60% to 95% - Oversaw the creation and refinement of Support dashboards providing actionable data to senior leadership throughout the company. - Managed the procurement, assembly and distribution of hardware for mobile product lines.



Motionize

• Computers and Electronics Manufacturing
• 1 - 100 Employee

• International Consulting Practicum

  • Jan 2016 - May 2016

  Tel Aviv Area, Israel Project lead on consulting engagement with Israeli wearable technology startup, Motionize . Worked closely with CEO and CMO to assess market potential for new product category and to provide a market entry strategy for nationwide United States launch. Designed and conducted empathy interviews with potential users and key stakeholders. Designed, distributed, and collected potential user surveys. Combined this primary research data with secondary research to develop multiple user personas… Show more Project lead on consulting engagement with Israeli wearable technology startup, Motionize . Worked closely with CEO and CMO to assess market potential for new product category and to provide a market entry strategy for nationwide United States launch. Designed and conducted empathy interviews with potential users and key stakeholders. Designed, distributed, and collected potential user surveys. Combined this primary research data with secondary research to develop multiple user personas and develop a product positioning statement that strategically aligned with the firm’s overarching brand. Compiled robust competitive analysis along numerous dimensions that had been determined by research to be critical . Identified several distribution options and interviewed potential partners before presenting a clear distribution strategy, including recommendations for how to incentivize channel partners. Achieved client satisfaction as demonstrated by additional project request upon completion. Show less



Legacy Restaurant Partners

• Beverage Manager

  • Aug 2009 - Aug 2014



Bear's Best Atlanta

• Head Golf Professional

  • Jul 2007 - Jul 2009