Senior Customer Success Manager

• Jul 2020 - Present

Senior Customer Success Manager

• Jan 2019 - Jul 2020

From pre-purchase to successful deployment, I aim for my customers to see ROI on their new/upgraded products at lightning speed. Through exposure to our stellar SolarWinds Academy resources, our thriving online community (THWACK), and regular CSM touchpoints, our customers are set up for success from day one. Beyond the implementation cycle, CSMs are the "face and voice of support," adding an extra layer of intervention and inter-team coordination to customers' interactions with SolarWinds. From pre-purchase to successful deployment, I aim for my customers to see ROI on their new/upgraded products at lightning speed. Through exposure to our stellar SolarWinds Academy resources, our thriving online community (THWACK), and regular CSM touchpoints, our customers are set up for success from day one. Beyond the implementation cycle, CSMs are the "face and voice of support," adding an extra layer of intervention and inter-team coordination to customers' interactions with SolarWinds.

Customer Success Manager

• Jun 2017 - Nov 2018

Mission: advocate for my customers within MongoDB, focused on unlocking the wide array of materials, technical resources, product influencers, and executive-level personae that will ensure project and company success using MongoDB. I played a role in the day-to-day coordination of my customer's interaction with MongoDB, e.g. technical escalations with our support team, coordination of onsite professional services, product demonstrations from our solutions architect team, etc. Mission: advocate for my customers within MongoDB, focused on unlocking the wide array of materials, technical resources, product influencers, and executive-level personae that will ensure project and company success using MongoDB. I played a role in the day-to-day coordination of my customer's interaction with MongoDB, e.g. technical escalations with our support team, coordination of onsite professional services, product demonstrations from our solutions architect team, etc.

Enterprise Service Delivery Manager

• Jan 2015 - Jun 2017

As the Account Manager for my customers, I was the functional owner and face of the customer experience. From regular monthly account reviews, renewal negotiations, and escalations, facilitating success in my customers was always top of mind. Accomplishments Proven flexibility with a shifting account base Consistent Successful rating on performance reviews Subject matter expert on multiple products Customer base: 27 accounts, $467,000 monthly recurring revenue Recognized on social media for Fanatical Support (Major Spoilers) Show less

Customer Support Team Lead

• Sep 2012 - Jan 2015

• Represented DPS as a knowledge expert • Lead a team of 18 customer service representatives • Developed career paths, set goals, and tracked progress of team members during monthly 1:1 meetings • Administered coaching and disciplinary actions as required • Maintained content of internal online knowledgebase • Facilitated and created original content for new employee training and tenured employee refresher training • Acted as escalation point for customer escalations • Represented DPS as a knowledge expert • Lead a team of 18 customer service representatives • Developed career paths, set goals, and tracked progress of team members during monthly 1:1 meetings • Administered coaching and disciplinary actions as required • Maintained content of internal online knowledgebase • Facilitated and created original content for new employee training and tenured employee refresher training • Acted as escalation point for customer escalations

Assistant Language Teacher

• Aug 2007 - Jul 2010

• Designed and taught English Conversation curriculum in a high school setting • Coached students in English Speech and Composition Contest (advanced to national contest, 2008) • Produced intercultural seminars and displays for annual School Culture Festival • Participated in community outreach, focusing on culture exchange • Designed and taught English Conversation curriculum in a high school setting • Coached students in English Speech and Composition Contest (advanced to national contest, 2008) • Produced intercultural seminars and displays for annual School Culture Festival • Participated in community outreach, focusing on culture exchange