Experience

Continuous Technologies

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Delivering Quote to Consumption

  • May 2023 - Present



Salesforce

• United States
• Software Development
• 700 & Above Employee

• Sr. Director, Customer Success - Revenue Cloud

  • Aug 2020 - Apr 2023

  Led Customer Success for Revenue Cloud ($650M AOV) during high growth period (40+% AOV growth YoY for 3 years). Orchestrated engagement methodology and programs across 6 teams to increase adoption, reduce attrition, and increase renewals. Customer advocate that served as voice of the customer to influence product strategy and roadmap. Drove programs to foster deep engagement with strategic customers and drive engagements at scale. Grow product and domain expertise within the extended product… Show more Led Customer Success for Revenue Cloud ($650M AOV) during high growth period (40+% AOV growth YoY for 3 years). Orchestrated engagement methodology and programs across 6 teams to increase adoption, reduce attrition, and increase renewals. Customer advocate that served as voice of the customer to influence product strategy and roadmap. Drove programs to foster deep engagement with strategic customers and drive engagements at scale. Grow product and domain expertise within the extended product ecosystem (including both internal and partner experts). Key Accomplishments - Reduced attrition from 16.5% to 4.4% over 24 months - 96% Red Account resolution rate across FY23 - Reduced Rev Cloud CSG employee attrition from 60% (first 6 months) to 0% in the past 2 years - Reduced documentation bugs and content backlog by 80% without additional headcount - Integrated Customer Success into product roadmap and feature design/planning processes

• Director, Customer Success - Revenue Cloud

  • Nov 2017 - Jul 2020

• Director, Product Management - Quote to Cash

  • Nov 2016 - Oct 2017

  Product Manager for Salesforce Billing product that encompassed Invoicing, Payments, Collections, and Revenue Recognition functions. Responsible for product roadmap and feature prioritization, product design and delivery, partnering with internal teams to drive field enablement and sales positioning, and advocating for my products with both internal and external audiences. Worked directly with early adopting customers to fine tune product vision and develop referenceable customers to support a… Show more Product Manager for Salesforce Billing product that encompassed Invoicing, Payments, Collections, and Revenue Recognition functions. Responsible for product roadmap and feature prioritization, product design and delivery, partnering with internal teams to drive field enablement and sales positioning, and advocating for my products with both internal and external audiences. Worked directly with early adopting customers to fine tune product vision and develop referenceable customers to support a strong launch. Accomplishments - Successful launch of Billing product with ~$5M AOV - Migration of legacy acquisition customers to Billing product with <10% attrition - Sole Product Manager for 3 scrum teams in the US and India during initial phases of Billing development - Drove expansion of Billing Product and Engineering teams from 9 to 23 Product Managers and Engineers



Apttus

• United States
• Computer Software
• 100 - 200 Employee

• Sr. Manager, Product - Order to Cash

  • Jan 2015 - Oct 2016

  Primary product manager for Billing product line with responsibilities including development of product strategy and roadmap, and the creation of product designs. Partnered extensively across the organization to advocate for the success of Billing Products. Directly managed 2 Product Managers. Led an extended product team of 14 including Product Managers and Engineering scrum teams in the US and India. Accomplishments - 3 product launches - Billing, Payments, and Revenue… Show more Primary product manager for Billing product line with responsibilities including development of product strategy and roadmap, and the creation of product designs. Partnered extensively across the organization to advocate for the success of Billing Products. Directly managed 2 Product Managers. Led an extended product team of 14 including Product Managers and Engineering scrum teams in the US and India. Accomplishments - 3 product launches - Billing, Payments, and Revenue Recognition - Responsible for Payments and Revenue Recognition from inception to GA release - Grew team to 2 additional Product Managers Show less Primary product manager for Billing product line with responsibilities including development of product strategy and roadmap, and the creation of product designs. Partnered extensively across the organization to advocate for the success of Billing Products. Directly managed 2 Product Managers. Led an extended product team of 14 including Product Managers and Engineering scrum teams in the US and India. Accomplishments - 3 product launches - Billing, Payments, and Revenue… Show more Primary product manager for Billing product line with responsibilities including development of product strategy and roadmap, and the creation of product designs. Partnered extensively across the organization to advocate for the success of Billing Products. Directly managed 2 Product Managers. Led an extended product team of 14 including Product Managers and Engineering scrum teams in the US and India. Accomplishments - 3 product launches - Billing, Payments, and Revenue Recognition - Responsible for Payments and Revenue Recognition from inception to GA release - Grew team to 2 additional Product Managers Show less



Zuora

• United States
• Software Development
• 700 & Above Employee

• Manager, Customer Success - Scale

  • Jan 2011 - Dec 2014

  Owned customer success for high volume, low touch Customer Segment (~$20M AOV). Responsible for reducing attrition, proactively identifying and advocating for customer needs, and mentoring other CSMs. Developed highly scaled engagement processes appropriate for low touch Customer Engagement. Partner with internal teams to create on-demand content such as how-to videos and best practice documentation. Accomplishments - Reduced attrition by 23% in low touch segment - Zero lost red… Show more Owned customer success for high volume, low touch Customer Segment (~$20M AOV). Responsible for reducing attrition, proactively identifying and advocating for customer needs, and mentoring other CSMs. Developed highly scaled engagement processes appropriate for low touch Customer Engagement. Partner with internal teams to create on-demand content such as how-to videos and best practice documentation. Accomplishments - Reduced attrition by 23% in low touch segment - Zero lost red accounts for 3 consecutive quarters in FY2014 - Development of low touch "Health Check" engagement offering Show less Owned customer success for high volume, low touch Customer Segment (~$20M AOV). Responsible for reducing attrition, proactively identifying and advocating for customer needs, and mentoring other CSMs. Developed highly scaled engagement processes appropriate for low touch Customer Engagement. Partner with internal teams to create on-demand content such as how-to videos and best practice documentation. Accomplishments - Reduced attrition by 23% in low touch segment - Zero lost red… Show more Owned customer success for high volume, low touch Customer Segment (~$20M AOV). Responsible for reducing attrition, proactively identifying and advocating for customer needs, and mentoring other CSMs. Developed highly scaled engagement processes appropriate for low touch Customer Engagement. Partner with internal teams to create on-demand content such as how-to videos and best practice documentation. Accomplishments - Reduced attrition by 23% in low touch segment - Zero lost red accounts for 3 consecutive quarters in FY2014 - Development of low touch "Health Check" engagement offering Show less



Polycom

• United States
• Telecommunications
• 700 & Above Employee

• Business Systems Analyst - Order Management, Supply Chain

  • Oct 2009 - Jan 2011

  Worked closely with the Supply Chain teams to identify and implement improvements to Order Management and Fulfillment processes. During my time at Polycom, some of the improvements I implemented were: - Partner Portal upgrade to updating pricing in near real-time - Decreased EDI onboarding time by 50% - Reduced manual Order review time through implementation of ERP validation rules Worked closely with the Supply Chain teams to identify and implement improvements to Order Management and Fulfillment processes. During my time at Polycom, some of the improvements I implemented were: - Partner Portal upgrade to updating pricing in near real-time - Decreased EDI onboarding time by 50% - Reduced manual Order review time through implementation of ERP validation rules



Elan Pharmaceuticals

• Business Systems Analyst - R & D Applications

  • Sep 2008 - Sep 2009

  Owned a variety of home-grown systems to support the R&D teams. These systems were primarily databases and Document Management Systems that were designed to support the tracking of clinical test results and FDA filings. Implemented a number of technical improvements including: - Reduced maintenance overhead through a redesign of security profiles and processes - Simplified management and improved data security through migration of Filemaker and Access databases to IT managed SQL… Show more Owned a variety of home-grown systems to support the R&D teams. These systems were primarily databases and Document Management Systems that were designed to support the tracking of clinical test results and FDA filings. Implemented a number of technical improvements including: - Reduced maintenance overhead through a redesign of security profiles and processes - Simplified management and improved data security through migration of Filemaker and Access databases to IT managed SQL server Show less Owned a variety of home-grown systems to support the R&D teams. These systems were primarily databases and Document Management Systems that were designed to support the tracking of clinical test results and FDA filings. Implemented a number of technical improvements including: - Reduced maintenance overhead through a redesign of security profiles and processes - Simplified management and improved data security through migration of Filemaker and Access databases to IT managed SQL… Show more Owned a variety of home-grown systems to support the R&D teams. These systems were primarily databases and Document Management Systems that were designed to support the tracking of clinical test results and FDA filings. Implemented a number of technical improvements including: - Reduced maintenance overhead through a redesign of security profiles and processes - Simplified management and improved data security through migration of Filemaker and Access databases to IT managed SQL server Show less



Mervyns

• Retail
• 300 - 400 Employee

• Business Systems Analyst - Finance Systems

  • Mar 2006 - Sep 2008

  Worked primarily with the Finance teams during the cutover period following the sale of the company to a private equity firm. The majority of my time was spent participating in the implementation of new systems including: - The Finance modules of a new ERP - Treasury and Reconciliation systems - Creation of various Reporting solutions to support Finance needs Worked primarily with the Finance teams during the cutover period following the sale of the company to a private equity firm. The majority of my time was spent participating in the implementation of new systems including: - The Finance modules of a new ERP - Treasury and Reconciliation systems - Creation of various Reporting solutions to support Finance needs