Experience

EcoOnline Global

• Norway
• Software Development
• 400 - 500 Employee

• Senior Customer Success Manager

  • Jan 2023 - Present



Alcumus

• United Kingdom
• IT Services and IT Consulting
• 400 - 500 Employee

• Senior Customer Success Manager

  • Mar 2021 - Present



PagerDuty

• United States
• Technology, Information and Internet
• 700 & Above Employee

• Senior Customer Success Manager

  • Aug 2018 - Nov 2020

  • Delivered a frictionless customer experience for strategic enterprise accounts; enabling 30K licenses and supporting $8M ARR • Achieved industry benchmark performance goals with 90% users deployed, < 3% churn, and 100% product adoption scores across entire book of business • Increased product adoption by 35% at Financial Services org. via data-driven targeted outreach campaigns • Collaborated on programmatic playbook standards to drive increased platform adoption • Instrumental in proving value of new Premium Success & Support package resulting in 10% ARR uplift • Orchestrated all aspects of customer lifecycle from onboarding, adoption, optimization, service engagements, churn mitigation, expansion, and renewal • Highly effective at building customer champions, aligning with client business objectives, and partnering on success plans to deliver accelerated value (ROI) and positive business outcomes • Distilled complex data sets to enable development and delivery of a value-based-narrative for quarterly business reviews Show less



Xerox

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

• Fleet Operations Manager

  • Jan 2015 - Apr 2017

  • Effectively managed and motivated a 12 member multi-generational team of quota carrying Fleet Analysts, responsible for operationalizing contracts on 82 Accounts, 18,000 Assets, 37M/16M Rev/Prof Plan (Annual)• Consolidated data sets on Fleet operations to develop business intelligence, support fact-based decision making, and implement improvements to complex workflows• Improved supply return forecasting accuracy and visibility which increased supply return savings by 129% YOY through elevated FA accountability and GM awareness via score-boarding and mandated quota goals• Primary point of escalation for remediating service level agreement breaches & other contractual challenges• Performed Quarterly & Annual profit and loss analysis to better understand cost increases and implement cost containment and recovery measures designed to improve profitability of Accounts• Generated and delivered Quarterly Business Reviews with General Managers to identify at risk Accounts• Provided validation support on RFPs as well as consultative services for pursuit and solution architecting • Recruited new employees and developed/delivered Fleet Analyst training for on-boarding purposes• Facilitated team building, employee engagement & development, and reinforced program level standards & best practices through monthly 1:1’s and team meetings resulting in best in class service delivery Show less

• Fleet Analyst

  • Jan 2011 - Jan 2015

  • Maintained excellent customer relationships through proactive and proficient Account/Fleet management • Strengthened client partnerships utilizing benchmark responsiveness to tactical, operational, contractual, and customer satisfaction issues• Facilitated communication and coordination across inter-departmental stakeholders to enable cost-effective quality delivery of in-scope contracted services and attainment of performance metrics• Responsible for SLA oversight and developing corrective action plan strategies to restore compliance• Prepared impactful customer facing presentations on Fleet performance and lead key operational messaging• Adeptly project managed Fleet refresh activities to reduce customer complaints and improve client relations• Performed Fleet Assessments to ensure optimal print environment and adherence to design principals• Presented compelling proposals to demonstrate value proposition of offering• Coordinated fleet deployments and change management activities to ensure seamless integration of solution into customers enterprise print infrastructure• Developed revenue growth opportunities by upselling and expanding current offerings• Performed data integrity exercises and contract-system reconciliations to ensure timely Revenue recognition Show less

• National Pricing Manager

  • Jan 2009 - Jan 2011

  • Managed Canada-wide Equipment and Service pricing exception requests• Developed market-connected pricing strategies and creatively structured deals to win business, protect profit margins, and meet Sales Revenue objectives• Generated Lease Quotes for unique pricing requirements

• Agent Support Representative

  • Aug 2005 - Jan 2009

  • Key point of escalation for 18 Xerox Sales Agencies in Ontario, including 75 Sales Reps, and 18 Agent Owners, supporting an annual Revenue Plan of $56M• Facilitated Order-Thru-Install process while monitoring Sales and Business Support Centre personnel activities and productivity.• Responsible for disseminating critical sales operation communications to the field and helping Sales agencies meet Xerox order/install revenue objectives • Worked closely with the Central Xerox Controller and Business Development Manager to expedite timely revenue recognition • Managed the resolution of sales territory disputes and ensured compensation was accurately and promptly dispensed• Acted as a subject matter expert / coach on operational matters within the Business Support Centre (i.e., team lead on a pilot project to improve responsiveness to the field (June ’08))• Contributing member on four Lean Six Sigma Green/Black Belt teams (i.e., Equipment / Supplies Cost Reduction, Process Improvements, and Redesigning Job Roles and Responsibilities). Show less

• Business Support Representative

  • Sep 2001 - Aug 2005

  • Supported Order-Thru-Install cycle for Western and Central Canadian sales agencies in the North American Agent Operations community • Performed accurate edits/inputs of Xerox Order Agreements to ensure Sarbanes & Oxley compliance and adherence to internal controls • Used interpersonal skills to manage conflict and expectations of Xerox Sales Representatives in a high-pressure sales environment • Maintained daily and monthly Order-Thru-Install reporting on status of active orders• Co-ordinated the timely delivery of equipment with logistics, service reps, analysts, sales and customers• Participated in the Mentor Program for new hires to share best practices; Member of the Social Committee 2004; Member of Health and Safety Committee 2004 – 2005• Member of two Lean Six Sigma Black Belt projects that addressed workflow and operational efficiency. Show less



IBM

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

• Administrative Specialist - Materials Management

  • Sep 1999 - Sep 2001