Managing Partner

• Mar 2023 - Present

RVP - Customer Success

• Apr 2022 - Mar 2023

Director - Customer Success

• Jan 2019 - Apr 2022

Retained following the acquisition of Connect First to lead post-sale integration activities for RingCentral and drive customer success initiatives across 134 enterprise accounts ($68.2M in annual revenue). Served as a key member of the integration team and worked cross-functionally within RingCentral to create a smooth transition and minimize customer/employee disruptions. Collaborated with executive leaders to develop customer retention, monthly recurring revenue (MRR) growth, CSM coverage model and product adoption strategies. Executed through a team of highly trained and motivated Customer Success Managers. Quickly became known within RingCentral as a trusted advisor and strong performer. Show less

EVP - Customer Success

• Aug 2013 - Jan 2019

Hired to build and implement a comprehensive customer success process that seamlessly onboarded customers onto the Connect First contact center platform. Worked directly with customers to identify pain points and developed a Customer Success function from the ground up that focused on pre-sales discovery, implementation, enablement and customer success phases. Recruited customer-facing resources, absorbed the Solution Engineering team (formerly aligned with Sales) and brought a level of accountability not seen before. Designed and implemented new processes that improved communication, handoff effectiveness and efficiency across the onboarding process. Show less

Senior Account Manager

• Jan 2001 - Jul 2013

Promoted into a customer facing role to manage relationships and account penetration for large clients, such as T-Mobile, Pfizer, Glaxo-Smith Kline (GSK) and Novartis. Built trusting relationships at all contact center levels by emphasizing great communication, customer advocacy and rapid problem resolution. Served as leader for over 200 contact center projects and worked across client departments to ensure success.

Product Manager | Project Manager | Application Developer

• 2000 - 2003

Hired as an Application Developer for a contact center software company and was promoted to Product Manager to revive an underperforming Reporting Performance Module (RPM) product. Developed practical guides, tools and Wikis (leading edge at the time) to support implementations. Repositioned RPM from an event-based IVR reporting product to a comprehensive business intelligence (BI) tool. Collaborated with sales and marketing teams to create and execute a go-to-market strategy that was highly competitive in the marketplace. Show less

Project Manager | Dimensional Management Consultant

• 1995 - 2000

Served as a Dimensional Management consultant and conducted in-depth product variance analyses for several leading companies, such as McDonnell Douglas, Boeing, Ford Motor Company and Hewlett-Packard. Delivered detailed reports and recommendations to client leadership teams regarding variations across the full manufacturing process (design, manufacture and assembly stages). Provided manufacturing insights that informed client decisions on new designs and strategic process flow changes. Served as a Dimensional Management consultant and conducted in-depth product variance analyses for several leading companies, such as McDonnell Douglas, Boeing, Ford Motor Company and Hewlett-Packard. Delivered detailed reports and recommendations to client leadership teams regarding variations across the full manufacturing process (design, manufacture and assembly stages). Provided manufacturing insights that informed client decisions on new designs and strategic process flow changes.

Welding Engineer

• 1994 - 1995

CAD Operator/Designer

• 1989 - 1993