Customer Success Manager

• Mar 2023 - Present

MaxMind provides IP intelligence through the GeoIP brand. Over 5,000 companies use GeoIP data to locate their Internet visitors and show them relevant content and ads, perform analytics, enforce digital rights, and efficiently route Internet traffic. Businesses can obtain additional insights into their customers' connection speeds, ISPs, and more using GeoIP data. MaxMind's industry-leading minFraud service helps businesses prevent fraudulent online transactions and reduce manual review. The minFraud service is used to screen over 175 million e-commerce transactions and account registrations a month. Over 7,000 e-commerce and other online businesses benefit from the minFraud service through our client and partner networks. Show less

Customer Success Manager

• Sep 2018 - Feb 2023

Client Success Manager

• Apr 2014 - Feb 2018

Built long-term strategic relationships with xMatters clients and maintained a high level of client satisfaction. Evaluated clients’ business objectives and provided strategic usage recommendations to ensure clients realized full value of their investment. Presented the xMatters value proposition and product features to audiences ranging from executive management, business users, and business and technical stakeholders. Initiated upsell opportunities, actively drove upsell processes to assist closing deals. Scouted opportunities for renewal teams that ensured renewal rate in the high 90%. Gathered client product feedback and communicated with product management to shape product roadmap development. Closely monitored client adoption rates and provided insight on how customers are using the xMatters service to help improve ROI. Liaison between clients and all internal xMatters teams (e.g. Professional Services, Technical Support, Product Development, Product Management and Operations). Ensured all account issues are resolved quickly, leveraging resources from across the company as needed. Provided subject matter expertise on customer success strategies and processes. Built the Customer Success Manager team at xMatters; hiring, on-boarding, and on-going coaching. Led the charge for customer reviews by creating templates/reach-out campaign. Conducted a successful local user group meeting for xMatters customers in the Central region. Show less

Customer Success Manager

• Oct 2010 - Apr 2014

Managed the customer relationship from the on-boarding process throughout the customer life cycle. This includes conducting customer kick-off calls to provide best practices which encourage the deeper integration of Neustar's data into customers' applications and increase customer retention, perform post-implementation check-up calls and reviews to continuously engage with customers, proactively identify and address areas of concern and achieve long-term customer satisfaction. Managed contract renewals and identified up-sell opportunities. Set account strategy and supporting plan to drive Neustar business with target accounts. Coordinated all aspects of account engagement across functional areas: sales, marketing, services, product management, legal and finance. Met or exceeded up-sell quota quarter over quarter. Received 2011 Circle of Excellence Award for outstanding contributions made to the overall success of Neustar. Received 2012 Circle of Excellence Award for exceeding annual quota. Show less

Customer Success Manager

• Jul 2007 - Oct 2010

Customer Success Manager, July 2007 to October 2010Managed the customer relationship from the on-boarding process throughout the customer life cycle. This includes conducting customer kick-off calls to provide best practices which encourage the deeper integration of Quova's data into customers' applications and increase customer retention, perform post-implementation check-up calls and reviews to continuously engage with customers, proactively identify and address areas of concern and achieve long-term customer satisfaction.Managed contract renewals and identified up-sell opportunities.Increased renewal rates 15% both in terms of revenue and customer retention.Set account strategy and supporting plan to drive Quova business with target accounts.Coordinated all aspects of account engagement across functional areas: sales, marketing, services, product management, legal and finance.Met or exceeded up-sell quota quarter over quarter. Show less

Sales and Marketing Coordinator

• Aug 2002 - Jul 2007

Responsible for supporting worldwide sales and marketing efforts, including managing development of marketing communications programs, and tracking and analyzing program results.Monitored campaign effectiveness and lead progression throughout the sales cycle in MS-CRM.Developed marketing reports on program status, priorities, campaign ROI, and demand generation results.Assisted with migration of the MS-CRM data to Salesforce.com implementation.Coordinated tradeshow activities for 2-3 tradeshows per quarter.Developed agenda and managed presentation material for the semi-annual sales meetings.Managed training programs for new hire sales employees. Show less

Global Training Manager, Vantive Products

• Jan 2000 - Oct 2000

Provided strategic leadership and execution of strategy, goals and objectives of the CRM education organization which resulted in over $4 million in revenue per year. Managed a staff of fourteen employees which included instructors, instructional designers, and course developers responsible for development and delivery of customer, partner and employee technical and functional training. Managed training budget, employee productivity and performance, and reward programs. Provided strategic leadership and execution of strategy, goals and objectives of the CRM education organization which resulted in over $4 million in revenue per year. Managed a staff of fourteen employees which included instructors, instructional designers, and course developers responsible for development and delivery of customer, partner and employee technical and functional training. Managed training budget, employee productivity and performance, and reward programs.

Director, Education Services

• 1997 - 2000

Responsible for needs assessment, development and delivery of internal training, customer training, and partner training. Established initial Instructional Design group, which produced corporate standards for curriculum development, defined templates for consistency in class materials, instructor and participant guides. Designed and developed complete curriculum for Vantive Sales Force training which was widely recognized as the most successful Sales Training curriculum in Vantive history. Peoplesoft University adopted this curriculum upon acquisition of Vantive. Established requirements and evaluations for instructor certification program for staff and third-party instructors. Show less

Manager, Training

• Jan 1995 - Apr 1997

Built a new education department from the ground up. Developed Employee Procedure Handbook, which improved new employee ramp up time to productivity from six months down to three months.Coordinated Train-the-Trainer seminars for the training staff that resulted in higher level of professionalism and increased employee satisfaction.Developed technical training classes for system administrators.Managed a team of training consultants responsible for developing custom curriculum, creating documentation and conducting hands-on user training classes designed to provide users with a basic level of proficiency with their implemented systems. Show less

Customer Support

• Jun 1992 - Jan 1995

Managed customer implementations of Sales Force Automation (SFA) projects using Saratoga Systems software.Designed custom databases for distributed environments on Oracle, MS SQL Server, Sybase, and Informix platforms with Window, Windows 95, and NT clients.Provided both pre-sale and post-sale support.