Experience

Dasera

• United States
• Data Security Software Products
• 1 - 100 Employee

• Director of Customer Success

  • Oct 2023 - Present



Rapid7

• United States
• Computer and Network Security
• 700 & Above Employee

• Director of Global Product Support (Cloud Security Practice - InsightCloudSec)

  • Mar 2020 - Oct 2023

  • Scaled and developed a world-class technical customer support team, from 2 to 20 • Implemented escalation management process to rapidly elevate customer cases, resulting in 92% faster response time to address customer concerns • Developed multi-tier customer support models, to optimize operational efficiency, reducing escalations by 80% • Created the formulation and execution of SLAs and KPIs, ensuring customer delight exceeding established benchmarks • Established an extension of… Show more • Scaled and developed a world-class technical customer support team, from 2 to 20 • Implemented escalation management process to rapidly elevate customer cases, resulting in 92% faster response time to address customer concerns • Developed multi-tier customer support models, to optimize operational efficiency, reducing escalations by 80% • Created the formulation and execution of SLAs and KPIs, ensuring customer delight exceeding established benchmarks • Established an extension of technical customer support hours to 24/5, a strategic move to meet the global client demand • Aligned product roadmap & strategy with account growth goals through collaboration with cross-functional teams such as product management, technical customer success managers, engineering, and sales • Crafted a triage process to elevate the overall customer experience, ensuring not only issue resolution but also fostering a feedback-rich environment leading to 95% faster responses to customers Show less



Verint

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Director Of Customer Success

  • Apr 2019 - Feb 2020

  • Worked as a core member of the customer success business unit leadership team • Lead the east coast customer success team to manage the full customer life-cycle from on- boarding, ramp and growth • Motivated team members to perform at the highest level possible • Provided accurate, specific and timely performance feedback for the customer success managers • Tracked and analyzed performance for regional book of business to ensure all accounts are meeting or exceeding sales… Show more • Worked as a core member of the customer success business unit leadership team • Lead the east coast customer success team to manage the full customer life-cycle from on- boarding, ramp and growth • Motivated team members to perform at the highest level possible • Provided accurate, specific and timely performance feedback for the customer success managers • Tracked and analyzed performance for regional book of business to ensure all accounts are meeting or exceeding sales plans • Use critical thinking and analysis to help the customer success managers discover growth opportunities and to resolve business obstacles • Collaborated with cross-functional teams and team leaders to inform product alignment for account growth • Followed through on all critical inter-departmental escalations to increase customer retention rates • Fostered an environment which encouraged continual process improvements Show less



Impexium: Association Management Solutions

• United States
• Software Development
• 1 - 100 Employee

• Manager, Client Services

  • Jun 2018 - Apr 2019

  · Achieved 85% in upsell of technical services in the first half of 2019 by implementing a successful account management process · Formed strong customer relationships to increase renewal rates from 90% to 94% within the first half of 2019 · Partnered with the engineering team to help with product development by offering insights and feedback based on customer feedback and industry trends · Created onboarding strategy leading to an increase in first-call resolution



GoCanvas

• United States
• Information Technology & Services
• 100 - 200 Employee

• Director of Customer Support

  • Oct 2017 - Jun 2018

  Hired and trained a team of five global support specialists, allowing GoCanvas to expand their support hours from just East Coast business hours to a true 24/5 operation. • Increased communication channels to include online, phone and chat systems, which increased our average CSAT score to 94% satisfaction. • Built a new online customer portal for ticket submission that decreased the company’s first response time by 45%. • Created escalation processes, allowing the team to meet SLA… Show more Hired and trained a team of five global support specialists, allowing GoCanvas to expand their support hours from just East Coast business hours to a true 24/5 operation. • Increased communication channels to include online, phone and chat systems, which increased our average CSAT score to 94% satisfaction. • Built a new online customer portal for ticket submission that decreased the company’s first response time by 45%. • Created escalation processes, allowing the team to meet SLA goals 92% of the time. • Maintained close working relationships with product and engineering teams to effectively convey customer needs, thereby decreasing resolution time of development-related tickets by 45%.

• Head of Customer Success

  • Feb 2017 - Oct 2017

  As the Customer Success Team Lead, I saw the need for additional focus on customer relations, which led me to begin implementing new tools and processes to ensure customers were managed efficiently, while fostering relationships and maintaining great retention metrics. • Integrated ChurnZero with SFDC, allowing the CSC team to see customer health scores. This allowed the team to be 94% faster in reaching out to unhealthy accounts. • Created onboarding strategies, allowing the team to… Show more As the Customer Success Team Lead, I saw the need for additional focus on customer relations, which led me to begin implementing new tools and processes to ensure customers were managed efficiently, while fostering relationships and maintaining great retention metrics. • Integrated ChurnZero with SFDC, allowing the CSC team to see customer health scores. This allowed the team to be 94% faster in reaching out to unhealthy accounts. • Created onboarding strategies, allowing the team to focus on accounts that needed more attention. This lead to a 91% product adoption and retention rate. • Built a customer training program which sped up adoption by 80%.

• Senior Customer Success Consultant

  • Feb 2016 - Feb 2017

  Reston VA Starting as the senior customer consultant, I helped expand product adoption within the existing GoCanvas client base. • Finding and closing expansion opportunities. • Managing customer relationships with the professional services team. • Conducting and presenting quarterly business reviews. • Managing client support, maintenance renewals and collections. • Acting as a customer advocate to maintain meaningful client relationships.



ScienceLogic

• United States
• Software Development
• 400 - 500 Employee

• Customer Success Manager

  • Feb 2015 - Feb 2016

  Reston, VA • Onboarding and acclimating new customers to the ScienceLogic EM7 monitoring tool • Providing feedback to the product and development teams for new features and enhancements • Assisting customers with troubleshooting and support issues, escalating cases as needed • Managing the ScienceLogic professional services and customer relationships heavily • Pre-Deployment call before EM7 is installed at a client site • Post-Deployment call after EM7 has been successfully… Show more • Onboarding and acclimating new customers to the ScienceLogic EM7 monitoring tool • Providing feedback to the product and development teams for new features and enhancements • Assisting customers with troubleshooting and support issues, escalating cases as needed • Managing the ScienceLogic professional services and customer relationships heavily • Pre-Deployment call before EM7 is installed at a client site • Post-Deployment call after EM7 has been successfully installed • Ticket Reviews on a weekly, bi-weekly or monthly basis • Identifying upsell opportunities for professional services engagements. • Acting as a customer advocate and point of contact to maintain meaningful relationships Show less



Logi Analytics - insightsoftware

• United States
• Software Development
• 1 - 100 Employee

• Sr. Client Success Analyst

  • Jun 2014 - Feb 2015

  McLean VA • Customer Liaison and Advocate • Processed new and current customer orders while maintaining accurate salesforce records. • Found customer up-sell opportunities. • Maintained list of reference-able customers. • Assisted accounting with collections and payment issues. • Escalated customer support issues for timely and successful resolutions. • Had internal on-boarding processes to ensure extra nurturing of customers • Driving and escalating customer support issues towards… Show more • Customer Liaison and Advocate • Processed new and current customer orders while maintaining accurate salesforce records. • Found customer up-sell opportunities. • Maintained list of reference-able customers. • Assisted accounting with collections and payment issues. • Escalated customer support issues for timely and successful resolutions. • Had internal on-boarding processes to ensure extra nurturing of customers • Driving and escalating customer support issues towards timely and successful resolutions. • Creating internal on-boarding processes for additional Logi CSMs • Yearly Renewal Revenue generated averaged $2.5 million

• Client Service Manager

  • Nov 2008 - Jun 2014

  McLean VA • Processed new and current customer orders while maintaining accurate salesforce records. • Found customer up-sell opportunities • Maintained list of reference-able customers. • Assisted accounting with collections and payment issues. • Escalated customer support issues for timely and successful resolutions. • Had internal on-boarding processes to ensure extra nurturing of customers • Renewal Rate at 90% or higher • Yearly Renewal Revenue generated averaged $1.5… Show more • Processed new and current customer orders while maintaining accurate salesforce records. • Found customer up-sell opportunities • Maintained list of reference-able customers. • Assisted accounting with collections and payment issues. • Escalated customer support issues for timely and successful resolutions. • Had internal on-boarding processes to ensure extra nurturing of customers • Renewal Rate at 90% or higher • Yearly Renewal Revenue generated averaged $1.5 million for SMB clients