Experience

Forme Solar Electric

• Chief Sales Officer

  • Jan 2020 - Present

  As Chief Sales Officer of a solar startup that is determined to accelerate our nation's transition to renewable energy, I recognize that the biggest challenge is not the technology, not the regulations, and not even the cost. It's the information. More specifically, it's the enormous amount of misinformation that exists in large part because of a lack of transparency throughout the industry for the past 10 years. To combat this and clear the smoke for hardworking property owners looking to do good for the environment and their bottom line, we are committed to an information-first approach to our sales process. No gimmicks, no bait and switch. Just good, specific information so the right decision can be made.

• Customer Experience Officer

  • Jul 2019 - Present


Ytel
• Media and Telecommunications
• Sales Manager

  • Apr 2018 - Jul 2019


Kareo

• Spain

• Sr. Manager, Customer Retention

  • Jun 2016 - Mar 2018

  Collection and analysis of churn driver data and the subsequent deployment of processes to address areas of opportunity for churn mitigation.Worked broadly across the organization from Product Development to Sales and Support by sharing insights from monthly churn analysis to address churn drivers and improve the customer experience.Quarterly executive review of churn data analysis to share insights and upcoming strategic initiatives.Regular deployment of projects to determine leading indicators for churn across all product lines and through the analysis of in-app usage metrics.Built and managed a dedicated team to save cancelling customers and address NPS detractors with a 42% save success rate equaling $45,000 in net retained MRR each month.Met or beat churn plan each quarter since starting and took churn to a 2 year historic low in the last quarter of 2017.

• Partner Manager

  • Oct 2014 - Jun 2016

  Managed both operational and strategic aspects of all key partnerships which made up to 50% of company quarterly revenue.Grew new revenue from partner channels by at least 12% YoY and personally closed average of $65K in new partner MRR each year.Primarily focused on identifying opportunities to increase software sales volume across all partnerships through market research, customer feedback, weekly meetings with partner Sales, Marketing, and Implementation teams, auditing of actual sales engagements and pipeline opportunities.Introduced new products to partner and re-seller channels and created sales enablement materials pertaining to product positioning, talk tracks, market differentiation, core offering.Conduct sales training and QBRs with key partners who have more than 1000 mutual customers like Quest Diagnostics and Practice Fusion.Owned the business relationship with 5 largest partners and regularly worked on improving cooperation between business units to jointly own customer success.Identified new partnership opportunities and aided in contract negotiations specifically around rev-share, referral fees, Sales engagement and Support SLAs.Monthly calculation and approval of all outbound/inbound revenue share across all partners, partner sales lead routing, design and implementation of sales SOP's for each product class per partner.

• Software Sales Engineer

  • Feb 2012 - Sep 2014

  Played key role in Sales process by conducting custom, in-depth product demonstrations of the Kareo Practice Management System for medical practices throughout the United States.Fielded product-specific questions and collaborating with strategic partners to deliver a uniform sales experience and ensure seamless integration/deployment.Collaborated with Channel Partner's sales directors for all high-value opportunities and travelled as needed for sales demonstrations throughout the country.Maintained a 90% attachment rate on all demoed sales and averaged 180 new accounts per month.Management of strategic alliance with Quest Diagnostics for national software sales division.

• Implementation Specialist

  • Sep 2011 - Feb 2012

  Facilitating the successful deployment of the Kareo software package to clients throughout the United States.Initiate primary contact upon client sign-up to assess client needs and set training expectations.Weekly delivery of training webinars and various other training resources.Daily monitoring and coaching for key accounts to ensure training and implementation goals are met on schedule.Upselling of additional Kareo services through daily interaction with clients.



Verengo Solar Plus

• Technical Sales Advisor

  • Jun 2011 - Oct 2011

  Responsible for making equipment and system size recommendations for clients wishing to install a Solar Energy SystemConduct in-home surveys of electrical usage, checking roof integrity, and current electrical system capabilities.Daily project coordination with sales and production teams.Project management and client support from contract sign to system activation.

• Client Services Manager

  • Mar 2010 - Jun 2011

  Responsible for all CSR to client interaction from contract sign forward.Conducted weekly progress meetings to recognize performance, adjust goals, and raise overall client satisfaction.Daily project coordination between sales, production, and installation teams as well as numerous vendors.Personally handled all escalated calls, emails, written correspondence, and improved client experience by 25% in one year.Constantly mentoring and focusing on skill development of CSR’s.Created dedicated new service dept. for all technical services and managed group of 8 electricians and finish workers in addition to CSR’s.



Ascender Inc.

• United States
• Information Technology & Services

• Customer Service and Special Projects Manager

  • Mar 2005 - Dec 2009

  Responsible for 10 CSR’s in Technical Help Desk environment. Create and run Customer Service Dept. training on call model, phone etiquette, listening skills, empathy, perspective training, etc. Regular auditing of calls to gauge dept. performance and adjust training as needed. Ran weekly goal setting/adjustment meetings to facilitate interaction and improve service levels. Provide feedback to executives for vendor recommendations or changes in staff or budget. Personally handled all escalated calls, emails, written correspondence. Ongoing external relationship building with key clients to improve service experience. Regular communication with overseas production teams.