Experience

Learn to Win

• United States
• E-Learning Providers
• 1 - 100 Employee

• Principal Project Manager - Federal

  • Nov 2023 - Present

  Washington, District of Columbia, United States Microlearning software for results-driven trainers that transforms existing materials into focused training that drives the DoD forward. We are headquartered in Redwood City, California and backed by Norwest Venture Partners, Pear VC and the 20|20 Fund. Our board includes Jeff Crowe, and our founders Andrew Powell and Sasha Seymoure - both named to the 2022 Forbes 30 under 30. ——— About my role & team: - Joined pre-series B to lead Federal CS team - Reports… Show more Microlearning software for results-driven trainers that transforms existing materials into focused training that drives the DoD forward. We are headquartered in Redwood City, California and backed by Norwest Venture Partners, Pear VC and the 20|20 Fund. Our board includes Jeff Crowe, and our founders Andrew Powell and Sasha Seymoure - both named to the 2022 Forbes 30 under 30. ——— About my role & team: - Joined pre-series B to lead Federal CS team - Reports directly to Chief Customer Officer - Verticalize GTM approach with DoD; 3 direct reports Show less



Box

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

• Team Lead, Customer Success - Federal

  • Jan 2023 - Oct 2023

  Washington, District of Columbia, United States

• Sr. Enterprise CSM - Public Sector

  • Sep 2021 - Dec 2022

  Washington, District of Columbia, United States CS Award Winner in 3 of first 4 Quarters for East & Canada • Intervened in three key accounts to reduce churn to 1.3% of portfolio over the first two years • Responsible for retention of largest Public Sector client and 13.5 M in ARR while operating as lead of CS PubSec Team syncs and initiatives • Re-engaged key accounts through mixture of Enablements at Scale, Executive Roadmaps, and Tactical Admin strategy sessions, driving attainment of Authority to Operates (ATOs) for 3 Strategic… Show more CS Award Winner in 3 of first 4 Quarters for East & Canada • Intervened in three key accounts to reduce churn to 1.3% of portfolio over the first two years • Responsible for retention of largest Public Sector client and 13.5 M in ARR while operating as lead of CS PubSec Team syncs and initiatives • Re-engaged key accounts through mixture of Enablements at Scale, Executive Roadmaps, and Tactical Admin strategy sessions, driving attainment of Authority to Operates (ATOs) for 3 Strategic Features across 42% of Box PubSec clients • Oversaw 1.6 M increase in ARR over first two quarters • Rolled out workflow at scale for metadata and process, creating 5 Strategic CS Qualified Opps (CSQOs) as well as 56% - 88% increase in feature usage across personal portfolio



Hyland

• United States
• Software Development
• 700 & Above Employee

• Sr. Customer Success Manager - Public Sector

  • Dec 2020 - Sep 2021

  Washington, District of Columbia, United States • Responsible for retention of a strategic account base worth $13 M in ARR • Took actions in first two quarters to save 85% of projected downsell in three key clients • Oversaw XXX k in inside sales over first quarter • Conducted account audits and roadmaps/introductions, leading to regular cadence with key clients that surfaced XX CS qualified upsell opportunities • Supervised primary reseller team for Federal space, including bi-weekly forecasting, strategic procurement… Show more • Responsible for retention of a strategic account base worth $13 M in ARR • Took actions in first two quarters to save 85% of projected downsell in three key clients • Oversaw XXX k in inside sales over first quarter • Conducted account audits and roadmaps/introductions, leading to regular cadence with key clients that surfaced XX CS qualified upsell opportunities • Supervised primary reseller team for Federal space, including bi-weekly forecasting, strategic procurement engagement, and uplift negotiation • Managed Embed relationship as well as Product Management and Executive engagement with six key clients in first 100 days • Owned Top Security Clearance authorization for key individuals as well as Best Pratices and Processes for implementation & major upgrades in a classified environment - immediately translating to ~900k in new pipeline Show less



Zignal Labs

• United States
• Software Development
• 1 - 100 Employee

• Sr. Customer Success Manager

  • Jun 2020 - Dec 2020

• Customer Success Manager

  • Oct 2018 - Jun 2020

  Washington D.C. Metro Area • Onboarded 1.23 M ARR in new clients & saved 220K of at-risk accounts over first five quarters • Managed international portfolio of 20+ accounts with $75K+ in monthly recurring revenue • Drove upsells totaling 56% of portfolio value over first year • Advised clients on implementation and use of platform based on individual analytical needs and management capability, resulting in 2x growth of users and increased adoption by average of 35% in time spent on platform • Oversaw 4… Show more • Onboarded 1.23 M ARR in new clients & saved 220K of at-risk accounts over first five quarters • Managed international portfolio of 20+ accounts with $75K+ in monthly recurring revenue • Drove upsells totaling 56% of portfolio value over first year • Advised clients on implementation and use of platform based on individual analytical needs and management capability, resulting in 2x growth of users and increased adoption by average of 35% in time spent on platform • Oversaw 4 customer advocacies in first three quarters which translated into case studies, a conference keynote speech, and 2 video testimonials • Supervised 15+ on site visits, which included members from multiple internal teams, resulting in prevention of churn and growth of two key strategic accounts • Following first 60 days, managed adoption of accounts averaging $95K in ARR



Blackboard

• United States
• Higher Education
• 700 & Above Employee

• Product Marketing MBA Internship

  • Jun 2017 - Aug 2017

  Washington D.C. • Project managed 3 key sessions at +2,500 attendee, annual conference, developing event content in multiple mediums, including Collaborate best practice interview videos and a post event, “BBWorld In Review” customer use case campaign, that drove 5,500 views on community site • Developed competitive analysis of Zoom, which included identification of unique messaging components and presentation of executive-ready market insights to management team for later use in go-to-market messaging •… Show more • Project managed 3 key sessions at +2,500 attendee, annual conference, developing event content in multiple mediums, including Collaborate best practice interview videos and a post event, “BBWorld In Review” customer use case campaign, that drove 5,500 views on community site • Developed competitive analysis of Zoom, which included identification of unique messaging components and presentation of executive-ready market insights to management team for later use in go-to-market messaging • Conducted review of Blackboard’s SaaS, product launch processes and presented findings to directors, which resulted in elimination of outdated website marketing materials, initiation of recruitment for recommended additional customer support, and revamping of online help content • Interfaced with institutional clients, organizing a customer focus group for a new product line, Collaborate, which entailed email outreach to 500 potential participants, synthesis of feedback and unification of messaging through participation of key internal stakeholders Show less



The George Washington University School of Business

• United States
• Higher Education
• 200 - 300 Employee

• VP of Marketing for Business Analytics Club

  • Sep 2016 - Jul 2017

  Washington D.C. • Led Annual MBA Marketing Career Trek to New York, organizing and conducting outreach to alumni in 30 companies, for 2 day event, including tours, panels, and roundtables • Elected to position after placing 2nd in GW Case Competition, for Choice Hotels – creating marketing plan for team and selected to present branding strategy to senior leadership • Chosen as representative of MBA class to attend (3 day) World Internet Conference at Wuzhen summit (in Shanghai)… Show more • Led Annual MBA Marketing Career Trek to New York, organizing and conducting outreach to alumni in 30 companies, for 2 day event, including tours, panels, and roundtables • Elected to position after placing 2nd in GW Case Competition, for Choice Hotels – creating marketing plan for team and selected to present branding strategy to senior leadership • Chosen as representative of MBA class to attend (3 day) World Internet Conference at Wuzhen summit (in Shanghai) and elected to speak/present on responsibility of youth for development of marketing technology in the internet era, (for GW delegation) in English and Chinese Show less



The Sports Daily

• Content Associate

  • Jun 2016 - Mar 2017

  Washington D.C. • Channeled projection capabilities to create stimulating articles/content, segmenting players’ data sets with knowledge of (SAS) analytics to prove correlations between past performance and projections of future outcomes, while supporting insights with Tableau visualizations • Published accompanying podcast on players/acquisition targets, managing Facebook budget and enhancing social media presence



Independent Consulting

• Client Success, Strategy Consultant

  • Oct 2014 - Jun 2016

  Shenzhen, Guangdong, China • Managed negotiations of strategic partnership between 2 clients, both multinational education companies, resulting in a contract projected to triple qualified leads of partner company, Mind Over Mandarin (MOM), and increase revenue $1.2 million • Created onboarding materials for partnership and communicated expansion potential of marketing strategy, that would utilize support resources of CTLC to advertise MOM and drive adoption in new markets • Advertised offering of proactive support… Show more • Managed negotiations of strategic partnership between 2 clients, both multinational education companies, resulting in a contract projected to triple qualified leads of partner company, Mind Over Mandarin (MOM), and increase revenue $1.2 million • Created onboarding materials for partnership and communicated expansion potential of marketing strategy, that would utilize support resources of CTLC to advertise MOM and drive adoption in new markets • Advertised offering of proactive support and built relationships with key stakeholders to gain 8 personal clients on 1+ year contracts • Developed new sales proposition for apparel brand, including pricing reassessment in accordance with customer surveys, redefinition of buyer personas, cost cuts of 15%, and factory visits to check production processes Show less



BaoAn High School & Jingbei Primary School: Shenzhen Education Bureau (CTLC)

• ESL Instructor

  • Aug 2013 - Mar 2015

  Shenzhen, Guangdong, China • Taught more than 2,000 total students from primary to high school level over a year and a half period (class sizes as large as 60) • Achieved TEFL Teaching Certificate from Beijing University and increased student participation by 35% • Promoted after first year to teach at JingBei Primary School, earning substantial raise (80% increase) • Designed 2 to 4 original PowerPoint presentations weekly to engage wider range of ages across 35 classes



Costco Wholesale

• United States
• Retail
• 700 & Above Employee

• Customer Service Representative

  • May 2011 - Jul 2013

  Mount Laurel, New Jersey • Secured promotion and wage increase after one year • Trained for young management promotion track; served clients in major sales department and oversaw increase of 25% in major sales by enhancing customer satisfaction and handling multiple priorities simultaneously