Head of Customer Success

• May 2022 - Present

Director of Customer Experience

• Sep 2021 - May 2022

Director of Customer Success

• Jun 2019 - Sep 2021

Making customer's product dreams come true and managing Customer Success and Support teams.

CSG - Senior Product Manager

• Oct 2017 - Jun 2019

Responsible for creating Accelerators, coaching Success Specialists, and ensuring needs of the Salesforce customer base are being met. Responsible for creating Accelerators, coaching Success Specialists, and ensuring needs of the Salesforce customer base are being met.

Senior Consultant

• Jul 2015 - Oct 2017

Worked as Solution Architect on 150+ SteelBrick / Salesforce CPQ Projects. Worked as Solution Architect on 150+ SteelBrick / Salesforce CPQ Projects.

Director Customer Success

• Feb 2015 - Jul 2015

• Grow, manage and mentor a team of Customer Success Managers, spanning the following disciplines:o Trainingo Upsell and cross-sello Coordination with sales and partner channelso User community developmento Product feedbacko License renewalso Transformation• Develop and maintain a positive and professional working relationship with customers, internal and external, as a trusted advisor, allowing the full potential of the sales-I solution to be realized• Ability to travel to major customers for face-to-face meetings• Help develop marketing strategies to upsell existing and new products to existing customers.• Quickly identify, manage and help resolve customers’ business issues via strategies using the platform or resolve platform related issues.• Drive usage and adoption of the Enterprise platform through on-going usage reviews, account performance planning and establishment of best practices• Seek opportunities to identify and leverage sales-i Product and Service offerings• Deliver a very high level of customer satisfaction on basic and advanced trainings• Publish internal and customer status reports

Senior Customer Success Advisor

• Jun 2013 - Feb 2015

Guide adoption of BigMachines software to our largest customers. Guide adoption of BigMachines software to our largest customers.

Customer Success Advisor - West Coast

• Aug 2012 - May 2013

-Maintain relationships with a select group of BigMachines customer accounts.-Deliver best practices and training to customers to ensure best use of BigMachines product-Arrange meetings with customers to keep them up-to-date with product enhancements-Answer technical questions regarding customer implementations, suggest solutions to problems-Perform site reviews to find any areas for improvement in customer implementations-Construct plans for adoption of new functionality, and plans to boost general user experience and logins.

Customer Support Manager

• Jun 2012 - Aug 2012

-Lead and coordinated team of 25-30 customer support engineers-Reviewed, revised, and implemented company processes and practices to improve efficiency-Created technical training for areas key to supporting BigMachines customers-Created reports for company metrics in Salesforce.com-Acted as a technical adviser for problems beyond the abilities of subordinate engineers-Interviewed candidates for job openings

Customer Support Engineer

• Dec 2011 - Jun 2012

-Won company's BigBrain award for Innovation in February 2012.-Completed BigMachines "Blue Belt" Admin certification (Highest Level attainable at the moment) -Troubleshot and repaired problems with customer software implementations on the BigMachines platform.-Owned support for 35+ customer accounts simultaneously (including HP, Sophos, RedHat)-Created help articles for guidance in use and debugging of BigMachines applications-Worked on the development team for internal management and version control tools (Javascript, Firefox extensions, SOAP API)-Trained customers to maintain and update their own BigMachines solutions-Effectively utilized the BigMachines platform, middleware solutions (WebMethods and/or Cast Iron) and web technologies including XML, HTML, XSLT, Python, and AJAX (Javascript) to meet customer requirements-Improved the customer service process-Adhered to all BigMachines security policies, standards and procedures in the performance of job duties-Participated in security training provided by BigMachines-Created numerous internal training documents, presentations-Led training classes for new hires

Knowledge Engineer

• May 2010 - Aug 2011

- Created and maintained knowledge libraries for Math, Physics, Chemistry, Statistics, and Data Management. - Wrote algorithms for autonomous computer solutions of scientific and mathematical problems. - Created and maintained knowledge libraries for Math, Physics, Chemistry, Statistics, and Data Management. - Wrote algorithms for autonomous computer solutions of scientific and mathematical problems.