Senior Director, Renewals and Onboarding

• Feb 2022 - Present

Director, Client Success Onboarding and Renewals

• Oct 2020 - Feb 2022

Principal Consultant

• Jan 2020 - Present

www.intivoconsulting.com www.intivoconsulting.com

Head of Global Customer Success and Support

• Nov 2018 - Dec 2019

Fountain is the leading hiring platform for the deskless workforce. Built for multi-location franchise operators and on-demand companies. Owned the retention and cross sell/upsell responsibility for the entire account base, achieving ~90% retention in 2019 with 140% net negative churn for two consecutive quarters. Implemented company-wide processes and tools for processing and reporting on all sales activities. Provided guidance, strategic, and tactical leadership to… Show more Fountain is the leading hiring platform for the deskless workforce. Built for multi-location franchise operators and on-demand companies. Owned the retention and cross sell/upsell responsibility for the entire account base, achieving ~90% retention in 2019 with 140% net negative churn for two consecutive quarters. Implemented company-wide processes and tools for processing and reporting on all sales activities. Provided guidance, strategic, and tactical leadership to up-level people management team. Launched new compensation structure, designing and instituting the company’s first performance-linked bonuses for CS. Led customer onboarding redesign, reducing go-live time from ~3 months to ~4 weeks. Re-defined customer health objectives and enabled early warning system to detect and mitigate churn risk. Created customer feedback system to collect, prioritize and act on product feedback requests . Led Salesforce cleanup project and scaled current implementation for all post sales function. Show less Fountain is the leading hiring platform for the deskless workforce. Built for multi-location franchise operators and on-demand companies. Owned the retention and cross sell/upsell responsibility for the entire account base, achieving ~90% retention in 2019 with 140% net negative churn for two consecutive quarters. Implemented company-wide processes and tools for processing and reporting on all sales activities. Provided guidance, strategic, and tactical leadership to… Show more Fountain is the leading hiring platform for the deskless workforce. Built for multi-location franchise operators and on-demand companies. Owned the retention and cross sell/upsell responsibility for the entire account base, achieving ~90% retention in 2019 with 140% net negative churn for two consecutive quarters. Implemented company-wide processes and tools for processing and reporting on all sales activities. Provided guidance, strategic, and tactical leadership to up-level people management team. Launched new compensation structure, designing and instituting the company’s first performance-linked bonuses for CS. Led customer onboarding redesign, reducing go-live time from ~3 months to ~4 weeks. Re-defined customer health objectives and enabled early warning system to detect and mitigate churn risk. Created customer feedback system to collect, prioritize and act on product feedback requests . Led Salesforce cleanup project and scaled current implementation for all post sales function. Show less

Director, Customer Success

• Dec 2016 - Nov 2018

Director, Customer Success Lead and develop a team of Customer Success Managers tasked with driving value into a base of world class customers Created playbooks to define and optimize Customer Lifecycle - implement best practices, map customer journey, identify opportunities for listening points and interventions Managed Customer Success Activities – track and measure KPIs, project milestones, client advocacy Measured Effectiveness of Customer Success team - refine… Show more Director, Customer Success Lead and develop a team of Customer Success Managers tasked with driving value into a base of world class customers Created playbooks to define and optimize Customer Lifecycle - implement best practices, map customer journey, identify opportunities for listening points and interventions Managed Customer Success Activities – track and measure KPIs, project milestones, client advocacy Measured Effectiveness of Customer Success team - refine operational metrics for the team, create reporting and review cadences, status executive team Senior Manager, Customer Success Lead a team of Customer Success Managers Defined and Optimized Customer Lifecycle - implement best practices, map customer journey, identify opportunities for listening points and interventions Managed Customer Success Activities – track and measure KPIs, project milestones, client advocacy Measured Effectiveness of Customer Success team - refine operational metrics for the team, create reporting and review cadences, status executive team Show less Director, Customer Success Lead and develop a team of Customer Success Managers tasked with driving value into a base of world class customers Created playbooks to define and optimize Customer Lifecycle - implement best practices, map customer journey, identify opportunities for listening points and interventions Managed Customer Success Activities – track and measure KPIs, project milestones, client advocacy Measured Effectiveness of Customer Success team - refine… Show more Director, Customer Success Lead and develop a team of Customer Success Managers tasked with driving value into a base of world class customers Created playbooks to define and optimize Customer Lifecycle - implement best practices, map customer journey, identify opportunities for listening points and interventions Managed Customer Success Activities – track and measure KPIs, project milestones, client advocacy Measured Effectiveness of Customer Success team - refine operational metrics for the team, create reporting and review cadences, status executive team Senior Manager, Customer Success Lead a team of Customer Success Managers Defined and Optimized Customer Lifecycle - implement best practices, map customer journey, identify opportunities for listening points and interventions Managed Customer Success Activities – track and measure KPIs, project milestones, client advocacy Measured Effectiveness of Customer Success team - refine operational metrics for the team, create reporting and review cadences, status executive team Show less

Enterprise Customer Success Manager

• Oct 2015 - Dec 2016

Radius is a predictive marketing software that transforms how marketers discover new markets, acquire customers, and measure performance. This role is responsible for engaging and growing Radius’ largest and most strategic accounts via both tactical and strategic processes which I helped develop in a rapid growth environment. Lead discovery sessions with executives, business users, and technical users to obtain department-specific KPIs. Drive adoption by creating customized… Show more Radius is a predictive marketing software that transforms how marketers discover new markets, acquire customers, and measure performance. This role is responsible for engaging and growing Radius’ largest and most strategic accounts via both tactical and strategic processes which I helped develop in a rapid growth environment. Lead discovery sessions with executives, business users, and technical users to obtain department-specific KPIs. Drive adoption by creating customized success plans allowing customers to execute on their goals. Meet 100% of retention goals by becoming a trusted advisor and maintaining a true partnership with the customer base . Created Enterprise Account Executive/Customer Success engagement process. Built Red Account process in order to identify at-risk accounts both pre and post-sale. Show less Radius is a predictive marketing software that transforms how marketers discover new markets, acquire customers, and measure performance. This role is responsible for engaging and growing Radius’ largest and most strategic accounts via both tactical and strategic processes which I helped develop in a rapid growth environment. Lead discovery sessions with executives, business users, and technical users to obtain department-specific KPIs. Drive adoption by creating customized… Show more Radius is a predictive marketing software that transforms how marketers discover new markets, acquire customers, and measure performance. This role is responsible for engaging and growing Radius’ largest and most strategic accounts via both tactical and strategic processes which I helped develop in a rapid growth environment. Lead discovery sessions with executives, business users, and technical users to obtain department-specific KPIs. Drive adoption by creating customized success plans allowing customers to execute on their goals. Meet 100% of retention goals by becoming a trusted advisor and maintaining a true partnership with the customer base . Created Enterprise Account Executive/Customer Success engagement process. Built Red Account process in order to identify at-risk accounts both pre and post-sale. Show less

Customer Success Manager | Creating Customers For Life

• Apr 2014 - Oct 2015

Consult with customers to ensure onboarding, drive user adoption, retention and overall success. Marshal organizational resources to promote the successful adoption of solutions and ensure customer issues are resolved quickly. Act as a liaison between different customer departments; including executive sponsors, IT, and end users. Lead training sessions for newly released products and value-based workshops. Track accounts to identify churn risk and work… Show more Consult with customers to ensure onboarding, drive user adoption, retention and overall success. Marshal organizational resources to promote the successful adoption of solutions and ensure customer issues are resolved quickly. Act as a liaison between different customer departments; including executive sponsors, IT, and end users. Lead training sessions for newly released products and value-based workshops. Track accounts to identify churn risk and work proactively to eliminate that risk. Interface and collaborate with operations, product, and engineering to help improve each version of Birst. Show less Consult with customers to ensure onboarding, drive user adoption, retention and overall success. Marshal organizational resources to promote the successful adoption of solutions and ensure customer issues are resolved quickly. Act as a liaison between different customer departments; including executive sponsors, IT, and end users. Lead training sessions for newly released products and value-based workshops. Track accounts to identify churn risk and work… Show more Consult with customers to ensure onboarding, drive user adoption, retention and overall success. Marshal organizational resources to promote the successful adoption of solutions and ensure customer issues are resolved quickly. Act as a liaison between different customer departments; including executive sponsors, IT, and end users. Lead training sessions for newly released products and value-based workshops. Track accounts to identify churn risk and work proactively to eliminate that risk. Interface and collaborate with operations, product, and engineering to help improve each version of Birst. Show less

Senior Account Manager

• Sep 2010 - Apr 2014

Drive revenue by consulting with an existing customer base to evaluate business needs and propose solutions that result in faster, more reliable and secure networks. Project manage change orders and liaze with back office departments, vendors, and customer to ensure proper execution and implementation. Proactive account management via phone calls and face to face appointments. Also by receiving and processing orders with possible vendor coordination. Final billing… Show more Drive revenue by consulting with an existing customer base to evaluate business needs and propose solutions that result in faster, more reliable and secure networks. Project manage change orders and liaze with back office departments, vendors, and customer to ensure proper execution and implementation. Proactive account management via phone calls and face to face appointments. Also by receiving and processing orders with possible vendor coordination. Final billing reviews with the customer for post new service installation, service moves, adds and changes and renewal processing to ensure accuracy of invoicing. Show less Drive revenue by consulting with an existing customer base to evaluate business needs and propose solutions that result in faster, more reliable and secure networks. Project manage change orders and liaze with back office departments, vendors, and customer to ensure proper execution and implementation. Proactive account management via phone calls and face to face appointments. Also by receiving and processing orders with possible vendor coordination. Final billing… Show more Drive revenue by consulting with an existing customer base to evaluate business needs and propose solutions that result in faster, more reliable and secure networks. Project manage change orders and liaze with back office departments, vendors, and customer to ensure proper execution and implementation. Proactive account management via phone calls and face to face appointments. Also by receiving and processing orders with possible vendor coordination. Final billing reviews with the customer for post new service installation, service moves, adds and changes and renewal processing to ensure accuracy of invoicing. Show less

Account Representative-Business Support Group

• Sep 2008 - Sep 2010

Co-managed a nationwide account base billing $65 million in annualized revenue. Exceeded in this fast paced environment based on sales and renewals by providing top tier customer service and immediate resolution to questions and concerns regarding customer accounts. Gained a competitive edge by investing time with pre and post sales engineers to increase my technical knowledge allowing me to speak on a superior at a technical level with customers ultimately allowing me to build… Show more Co-managed a nationwide account base billing $65 million in annualized revenue. Exceeded in this fast paced environment based on sales and renewals by providing top tier customer service and immediate resolution to questions and concerns regarding customer accounts. Gained a competitive edge by investing time with pre and post sales engineers to increase my technical knowledge allowing me to speak on a superior at a technical level with customers ultimately allowing me to build a trusting rapport with them. Show less Co-managed a nationwide account base billing $65 million in annualized revenue. Exceeded in this fast paced environment based on sales and renewals by providing top tier customer service and immediate resolution to questions and concerns regarding customer accounts. Gained a competitive edge by investing time with pre and post sales engineers to increase my technical knowledge allowing me to speak on a superior at a technical level with customers ultimately allowing me to build… Show more Co-managed a nationwide account base billing $65 million in annualized revenue. Exceeded in this fast paced environment based on sales and renewals by providing top tier customer service and immediate resolution to questions and concerns regarding customer accounts. Gained a competitive edge by investing time with pre and post sales engineers to increase my technical knowledge allowing me to speak on a superior at a technical level with customers ultimately allowing me to build a trusting rapport with them. Show less

Manager

• Aug 2005 - Sep 2008

Team leader that helped train, coach, and develop a highly successful sales team while promoting a culture of outstanding customer service. Also assisted and directed in store policy and procedures. Team leader that helped train, coach, and develop a highly successful sales team while promoting a culture of outstanding customer service. Also assisted and directed in store policy and procedures.