Experience

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  Pindrop

  • Dallas/Fort Worth Area

  • Principal Customer Success Manager - Client Services

    • Jul 2016 - Present
    • Dallas/Fort Worth Area

• 

  OpenSpan

  • Dallas/Fort Worth Area

  • Customer Success Executive

    • Jan 2016 - Jun 2016
    • Dallas/Fort Worth Area

    Provide overall account management responsibilities at all levels of the organization, including overseeing the retention and growth of customer relationships, customer success and executive visibility.

• 

  Genesys Cloud

  • Dallas/Fort Worth Area

  • Customer Success Manager

    • Mar 2014 - Dec 2015
    • Dallas/Fort Worth Area

    Manage a portfolio of the top tier clients of Genesys where the focus is on growing revenues and delighting customers. Responsible for client retention of named accounts, and selling new solutions and services to the installed base.

• 

  West IP Communications

  • Dallas/Fort Worth Area

  • Solutions Manager

    • Feb 2013 - Mar 2014
    • Dallas/Fort Worth Area

    - Responsible for retaining clients including maintain and growing the volume of revenue for their assigned clients.- Provide a primary support in the introduction of new products offered and to work with the client to increase client consumption of service.- Continually monitor and manage the clients accounts via one-to-one account treatment and to increase revenue yield from these existing accounts by identifying opportunities- Establish an excellent working relationship with assigned client or client representative and continuously strive to improve the level of overall service that the company is providing.

• 

  Research In Motion

  • Canada
  • Software Development
  • 700 & Above Employee

  • Manager, Enterprise Support Relations

    • Jan 2011 - Nov 2012

    Accountable for strengthening and streamlining the processes, tools, partnerships, and practices required for effective support account management at the enterprise level. Managed a team of Enterprise Support Account Managers which included an account portfolio of 60+ customers generating approximately $4.5 million in new and recurring support contract revenue. Additional role as Escalation Manager to assist with customer expectations and temperature during critical events, including internal, external and executive stakeholders.Premium Service Manager January 2011-July 2011

  • Enterprise Support Account Manager

    • Nov 2009 - Jan 2011

    Managed the Technical Support Accounts of RIM's Premier Customers, maintaining a high quality of service, reducing issue-resolution time and call volume. Acted as the customer's advocate inside RIM, liaising with internal executives and Product teams to ensure resolution of critical issues and high service value. Customer portfolio included 10 premier customers generating approximately $2 million ins new and recurring contract revenue.

• 

  Aspect Software

  • United States
  • Software Development
  • 700 & Above Employee

  • Premier Customer Relationship Manager

    • Jan 2004 - Nov 2009

    Provided strategic and tactical service planning and ownership for as many as 5 Aspect premier customersin the auto finance, travel and banking industries with maintenance revenue totaling more than $4 million per year.

  • Multiple roles & responsibilities

    • Jan 1996 - Nov 2009

    Variety of roles including managing Premier customer relationships for Service & Support, Account Suppport for National Account Sales, and Administration.