Experience

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  Definitive Healthcare

  • Framingham, MA

  • Client Integration Engineer

    • Oct 2018 - Present
    • Framingham, MA

    • Salesforce Certified Administrator managing key customer integration projects, sharing technical knowledge and best practices with CRM administrators, data analysts and C-Level executives, to help successfully integrate Definitive Healthcare data into their internal systems. Platforms include S...

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  Constant Contact

  • United States
  • Advertising Services
  • 700 & Above Employee

  • Sr. Manager, Services (Marketing)

    • Apr 2015 - May 2017

    • Managed a group of premier delivery partners, which helped increase 2016 services revenue by 90%.• Hosted weekly conference calls with delivery partners, reviewing customer attrition, retention, and satisfaction, as well as service quality, marketing best practices and financials.• Attended daily meetings with sales and marketing teams to ensure end-to-end customer and partner success.• Utilized validation boards to test service related hypotheses in a fast-paced environment, bringing focus and consistency to bi-monthly greenlight meetings.• Configured multiple business-critical dashboards and reports using Salesforce.

  • Manager, Services (Customer Operations)

    • Apr 2012 - Mar 2015

    • Demonstrated change management leadership by successfully transitioning the services team to Toolkit and creating new services to align with the company’s changing business model.• Pivoted service efforts to meet end of quarter revenue targets when called upon by the CFO.• Served as a liaison between the services and CRM teams to manage and prioritize Salesforce service tracks. Developed automated email reminders for customers with unsigned work orders, which improved team efficiency by 15% and led to a 12% decrease in unsigned work orders.• Maintained >85% Top 2 customer satisfaction scores with service customers rating their experience as “Very Good” or “Excellent.”

  • Team Leader, Services (Customer Operations)

    • Nov 2008 - Mar 2012

    • Recruited a team of ten design consultants that delivered over 10,000 DIY services and generated $2.3 million in revenue. Experienced consistent, double-digit year over year growth.• Converted >60% of trial customers to paying status. Service customers’ average monthly billing rate was 150% higher than the company average.• Cultivated new service leads by working cross-functionally with direct sales and customer support. Increased lead to billed service conversion rate by 20% in 2011, adding 800 sales and $200,000 in revenue.• Built a remote team in Loveland, CO, which added cross-site redundancy and expanded hours of operation. In 2011, this team processed 40% of the team’s leads and helped services exceed $1 million in revenue.

  • Design Consultant, Services (Customer Operations)

    • Sep 2005 - Oct 2008

    • Helped form the services team, an Intrapreneurial effort aimed at generating new revenue and improving customer conversion, retention and success through value added services.• Provided live consultation, delivery and project management for DIY email marketing services.• Entrusted with managing the email template publishing process, interacting with programmers and designers to publish templates into customer and partner accounts.

  • Customer Support Engineer

    • Oct 2004 - Aug 2005

    • Provided live phone support for Constant Contact’s rapidly growing customer base.• Took ownership of Advanced Editor support, becoming the team’s technical lead for XHTML and CSS.

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  JP Communications

  • Harvard, MA

  • Founder / President

    • Mar 2001 - Sep 2004
    • Harvard, MA

    • Acquired key client accounts and handled all aspects of web design, programming and positioning. • Designed and maintained an award-winning SaaS aviation employment website, airlinecareer.com. Positioned the site #1 on Google and increased member sales 25% through a proprietary affiliate program.

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  XstreamSports

  • Lowell, MA

  • Webmaster / Corporate Communications Specialist

    • Aug 2000 - Feb 2001
    • Lowell, MA

    • Developed and maintained the corporate website at xstreamsportsinc.com.• Conceived and created a demonstration room and related promotional media to support the direct sales channel in selling @event, the in-stadium entertainment system famously used by the Baltimore Ravens.

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  Avid Sports

  • Webmaster / Marketing Communications Specialist

    • Jan 1998 - Jul 2000

    • Developed and maintained the corporate website (avidsports.com) and intranet.• Produced multiple promotional DVDs. Digital Basketball DVD helped generate $1.2 million in sales.

  • Technical Support Representative

    • Mar 1997 - Dec 1997

    • Planned, designed, developed and maintained a customer support website.• Provided 24/7 technical support to customers and acquired expertise in company products.

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  FX Video Productions

  • Harvard, MA

  • Founder / President

    • Jun 1991 - Oct 1998
    • Harvard, MA

    Independently produced, wrote, directed, shot, narrated and edited various videos and programs including: • Catholic Charities: Making a Difference, a short video and PSA on the work of Catholic Charities in Greater Boston, earning the International Television Association’s Golden Slate Award in ...