Experience

Unity SCM

• United States
• Software Development
• 1 - 100 Employee

• Sr. Customer Success Manager

  • Apr 2023 - Present



Flexport

• United States
• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee

• Sr. Customer Success Manager, Commercial Products

  • Mar 2022 - Apr 2023

  Laser focused on helping close the loop between customers, product management, and sales for Flexport's Visibility and Order Management products. Served as the internal advocate for client needs and opportunities.

• Customer Success Manager

  • Oct 2019 - Feb 2022

• Account Manager, Crux Systems

  • Jul 2019 - Oct 2019

  Serve as the Crux System’s service expert to advise customers on how to leverage the software and APIConduct demos and training sessions Successfully converted non-paid trial users to paid subscriptionConduct QBRs for major accountsMaintained above 90% retention rate for paid accounts



Gracenote

• United States
• Entertainment Providers
• 700 & Above Employee

• Technical Account Manager

  • Oct 2017 - Jul 2019

  Gracenote, a Nielsen company, is the top provider of entertainment information, creating industry-leading databases of TV, movie, and music metadata for entertainment guides, applications, and in-car entertainment. Our technology serves billions of requests daily to millions of devices around the world. Gracenote customers include global innovators from media, top consumer electronics and cable companies, as well as leading automotive manufacturers. Oversee implementation of Gracenote solutions to our video data customers, as well as provide day-to-day technical account management for named enterprise customers. * Manage the full customer lifecycle with a goal to make customers successful and increase revenue and retention. * Owning delivery of solutions to customers. * Managing communication in project phases. * The primary technical post-sales contact for key customers. * Triaging and managing status of all assigned customer issues. * Interface with other Gracenote product, engineering and content teams necessary to solve complex customer issues. * Providing various teams with overall health information of the customer base, including indicators to identify at-risk customers, including through the use of the company’s online sales management tools. Show less



Gild Inc (Exited)

• San Francisco Bay Area

• Customer Success Manager

  • 2016 - 2016

  • Nurture client relationships with key customer stakeholders and executive sponsors to ensure optimal customer experience. • Manage customer relationships through product knowledge, proactive planning, and execution. • Drive adoption and identify upsell opportunities based upon the customer’s business use case. • Proactively analyze key account performance metrics and make recommendations to meet customer’s success metrics. • Accurately determine customer health score to identity account risk and actively mitigate churn. • Ensure contract commitments are being met internally by all service organizations. • Own the renewal process, ensuring accurate pricing, managing the communications and negotiations with purchasing agents to ensure agreements are closed timely. • Collaborate with cross-functional business and technical teams to ensure the customer’s contract commitments are being met internally. • Effectively managed customer escalations to successful resolution. • Conduct QBRs, to highlight key wins, areas for growth, and benchmarked goals outlined in success plans. Show less



Buzzstarter

• United States
• Advertising Services
• 1 - 100 Employee

• Manager, Client Services & Business Operations

  • 2015 - 2016

  Manager, Operations • Daily tactical execution of new major initiatives at Buzzstarter. • Ideation, implementation, and execution of a comprehensive SAAS product for programmatic content marketing for brands and advertisers. • Sourced and vetted software and tools to improve operational efficiency and streamlined workflow. • Interview, understand, and distill the voice of the customers: both the end-consumer, and the partnering content creation and distribution companies that integrate with it. • Review contracts and insertion orders to ensure new accounts are profitable and scalable. • Built and defined Account Management and Ad Operations team and responsibilities. • Define new product features for future development. • Act client liaison for on boarding, status calls and campaign wrap up presentations. • Determine data needs for campaign reporting and client needs. • Manage and nurture client relationships to ensure continued spend and growth of accounts. • Provide expertise and knowledge of the ad tech space to define Buzzstarter’s value prop. Show less