Experience

Great Place To Work US

• United States
• Business Consulting and Services
• 200 - 300 Employee

• Sales Operations Specialist

  • Oct 2023 - Present



Glassdoor

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

• Senior Customer Success Operations Manager

  • Jul 2021 - Mar 2023

  • Designed and implemented simplified performance-based metrics for Customer Success Management focused on retention and product engagement activities • Owned quarterly analysis for all CSM metrics, working directly with CSM directors and compensation team to ensure bonus payouts were fair and accurate for ~100 CSMs • Led analysis and CS process for deprecation of major display advertising product, focused on contractual delivery and revenue retention, allowing for recognition of >$1… Show more • Designed and implemented simplified performance-based metrics for Customer Success Management focused on retention and product engagement activities • Owned quarterly analysis for all CSM metrics, working directly with CSM directors and compensation team to ensure bonus payouts were fair and accurate for ~100 CSMs • Led analysis and CS process for deprecation of major display advertising product, focused on contractual delivery and revenue retention, allowing for recognition of >$1 million in backlogged campaigns • Created daily use dashboards and reporting for CS org tracking across multiple levels (IC, Mgr, Dir), including KPIs, account health, churn risk, NPS and CSAT • Acted as the main point of contact for Sales Operations, Revenue Accounting, Sales Tech, and others for various product booking and activation issues

• Senior Technical Project Manager

  • Mar 2018 - Jul 2021

  • Developed and oversaw strategic projects to increase efficiency of Technical Services team, including transferring to Salesforce Lightning, standardizing client communications, and minimizing process overhead • Performed Quality Assurance for product implementations, automating the majority of existing oversight and adding additional coverage • Led automation of renewal and implementation of major product, working closely with Product and Engineering teams to remove the manual setup… Show more • Developed and oversaw strategic projects to increase efficiency of Technical Services team, including transferring to Salesforce Lightning, standardizing client communications, and minimizing process overhead • Performed Quality Assurance for product implementations, automating the majority of existing oversight and adding additional coverage • Led automation of renewal and implementation of major product, working closely with Product and Engineering teams to remove the manual setup from over 50% of sales, ~500 man-hours weekly • Served as product integration SME to support seamless integration with sister company (Indeed) • Supported full deprecation of Technical Services team and launch of a separate Display Advertising team, adjusting existing processes and milestones with little to no impact to clients or internal stakeholders

• Senior Technical Services Manager

  • Jun 2017 - Mar 2018

  Mill Valley, CA • Worked closely with Customer Success and Account Management to implement suite of SaaS products for partnered companies including brand management, display advertisements, and job sponsorship • Communicated directly with clients when necessary, serving as a technical consultant for product integration • Progressed quickly to assisting Enterprise level clients with yearly partnerships of over $1 Million

• Implementation Manager

  • Oct 2016 - Jun 2017

  Mill Valley, CA

• Associate Implementation Manager

  • Nov 2015 - Sep 2016

  Mill Valley, CA



S&P Global

• United States
• Financial Services
• 700 & Above Employee

• Software Engineer

  • Jun 2012 - Sep 2015

  Greater New York City Area - Worked with a team to create and improve tools for add-ins for the Microsoft Office suite using mostly C# and the .NET framework - Focused on increasing the efficiency and ease of work for those in the financial industry - Interacted directly with business and QA teams to deliver the best results from design to release - Collaborated with other internal developers as well as offshore teams



S&P Global

• United States
• Financial Services
• 700 & Above Employee

• Software Development Intern

  • Jun 2011 - Aug 2011