Experience

Sora Partners

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Director of Strategic Partnerships

  • Apr 2023 - Present



Toast

• United States
• Software Development
• 700 & Above Employee

• SMB Program Manager | Senior Onboarding Consultant, Customer Success (August 2019 - Present)

  • Aug 2019 - Apr 2023

  Boston, Massachusetts, United States Facilitate the implementation of Toast POS systems for top-tier and larger scale SMB customers and lower scale mid-market customers Responsible for cross-functional collaboration of both internal and external resources, while maintaining constant communication with customers Continuously maintaining the on-going customer relationships both during the implementation process, as well as after to ensure a smooth transition to Customer Care and Restaurant Success teams Work with the… Show more Facilitate the implementation of Toast POS systems for top-tier and larger scale SMB customers and lower scale mid-market customers Responsible for cross-functional collaboration of both internal and external resources, while maintaining constant communication with customers Continuously maintaining the on-going customer relationships both during the implementation process, as well as after to ensure a smooth transition to Customer Care and Restaurant Success teams Work with the customer to build menu and configuration prior to implementation Frequently included in internal tiger teams for new products and new software features prior to release Develop, execute, and lead a project plan specific to the customer and the agreed upon Statement of Work, including budget and resources Mentor customer success team members on best practices

• Project Manager | Customer Success

  • Jan 2018 - Aug 2019

  Greater Boston Area Primary point of contact responsible for all communication between Toast and the customer during the implementation process Establish and maintain positive customer relationships during the on-boarding process all the way through go lives Run and coordinate the activities of all internal teams during the process including Sales, Implementation, Customer Service, and Product Management Develop, execute, and lead a project plan specific to the client and the agreed upon Statement of… Show more Primary point of contact responsible for all communication between Toast and the customer during the implementation process Establish and maintain positive customer relationships during the on-boarding process all the way through go lives Run and coordinate the activities of all internal teams during the process including Sales, Implementation, Customer Service, and Product Management Develop, execute, and lead a project plan specific to the client and the agreed upon Statement of Work, including budget and resources Manage a comprehensive change control process across hardware, software, configuration, installation, and resource management Effectively direct and motivate team of internal support resources in accordance with Toast’s mission statement values Manage between 60-100 top SMB account at any given time. One of the top performing Project Managers on the services team



Data Intensity

• United States
• IT Services and IT Consulting
• 300 - 400 Employee

• Lead ServiceNow Administrator

  • Dec 2016 - Dec 2017

  Bedford, MA

• Customer Oversight Associate - Bedford Team Lead

  • Mar 2015 - Dec 2016

  Bedford, MA -Lead of QBR team -Create Reports/Presentations for monthly and quarterly reviews with clients

• Network Operation Center Agent, Shift Lead

  • Jun 2014 - Mar 2015

  Bedford, MA



Goji

• Insurance
• 1 - 100 Employee

• Sales Agent

  • Sep 2013 - Mar 2014

  Boston, MA



Data Intensity

• United States
• IT Services and IT Consulting
• 300 - 400 Employee

• Network Operations Center Agent

  • Dec 2012 - Sep 2013

  Bedford, MA