Senior Customer Success Manager

• Oct 2022 - Present

Customer Success Executive, Enterprise

• Apr 2021 - Oct 2022

Customer Success

• Mar 2020 - Apr 2021

Customer Success Manager

• Mar 2019 - Feb 2020

Principal Front Office Customer Success Manager

• Oct 2017 - Feb 2019

Distributor Marketing Manager

• Dec 2016 - Oct 2017

Principal Client Success Manager

• Aug 2014 - Dec 2016

Responsible for protecting existing revenue install base while providing recommendations and process changes to expand and increase revenue. Established trusted advisor within the business partner/vendor relationship for large customers such as Xerox, Fandango, Fanatics, Ingersoll Rand and Kodak. Assisted in the development of a new onboarding program for incoming CSM that included a combination of training, self-paced learning and mentorship. Conduct strategic business reviews and operational reviews with clients on a regular cadence to both show value and determine new initiatives. Ensure clients are maximizing their utilization of the application and achieving desired results. Provide industry performance benchmarking metrics through the use of several Oracle engagement tools to improve performance and ROI to the customer. Examples at three large customers include: Grew customer web self service interactions by 52%. Improved incident resolution time by 8%, 50% improvement in AHT, delivered 20% global ROI. Improved incident resolution time by 9%, 25% improvement in AHT. Show less

Sales Manager National Accounts

• Jan 2014 - Jul 2014

Lead profitable growth for top Emerging Channel accounts while managing key Fisher-Price/Mattel brands utilizing category management, space management and analytical analysis. Key Emerging Channel accounts included Big Lots, The Walt Disney Company, Zulily, Ross, Quidsi, Christmas Tree Shops (among 30 other). Lead profitable growth for top Emerging Channel accounts while managing key Fisher-Price/Mattel brands utilizing category management, space management and analytical analysis. Key Emerging Channel accounts included Big Lots, The Walt Disney Company, Zulily, Ross, Quidsi, Christmas Tree Shops (among 30 other).

Sales Manager National Accounts - Sears Holdings (Kmart) account

• Jul 2011 - Dec 2013

Lead profitable growth at Kmart while managing key Fisher-Price brands utilizing category management, space management and analytical analysis.Managed $34M business delivering consistent growth above sales objectives.Drove Fisher-Price Infant & Preschool Kmart.com sales growth +93%.Managed and directed product development for over $2.7M in strategic customized product business at Kmart.Developed, tested and implemented best in class in-store merchandising program to enhance brand presence, resulting in +48% sales growth.Recipient of 2012 Sales award for recognition of special contributions in partnership with the Marketing organization. Show less

Category Management Specialist - Walmart account

• Jul 2006 - Jun 2011

Developed analytical tools to support customer and brand growth. Development of strategic plans leveraging NPD data, Walmart’s Retail Link, and industry trends/research to identify incremental growth opportunities. Managed Walmart modular space planning, developed store specific merchandising plans, and provided inventory management recommendations.Successfully developed and executed new Infant & Preschool category strategy, resulting in changes in distribution, merchandising, promotion, and market share growth.Successfully developed and executed Hispanic merchandising category strategy; drove $25M in sales growth in the first year.Recipient of 2010 Sales Ready Eddie award for recognition of special contributions in support of the Sales organization.Recipient of 2010 Customer Marketing Top Performer award for excellence in Category Management.Recipient of 2007 Customer Marketing Top Performer award for excellence in developing technical solutions in support of Category Management and Sales. Show less

Business Systems Specialist

• Sep 2004 - Jun 2006

Created point of sale historical data mart for Fisher-Price and Mattel brands. Developed reporting tools utilizing Cognos PowerPlay and ReportNet for executive team.Developed and facilitated training programs utilizing Cognos PowerPlay.

ERP Sales & Distribution Manager (Interim Project Manager)

• May 2002 - Aug 2004

Interim Project Manager for a Global SAP implementation, leading to SAP Sales & Distribution Manager upon project completion. Delivered new instance of SAP solution while managing and organizing all business processes related to North American sales and distribution (within a global implementation). Created all functional design documents, performed unit tests, and facilitated user acceptance testing. Organized 3 month training session to educate and enable the North America Subdivision project team to be able to manage each business module. Show less

Management Consultant

• May 2000 - Apr 2002

IT Consultant specializing in ABAP and SAP implementations. Worked on key acquisition projects such as The Kellogg Company/Keebler Foods Company, BP/Amoco. Leveraged specialization in ABAP programming for SAP to develop custom Finance and Sales & Distribution applications. IT Consultant specializing in ABAP and SAP implementations. Worked on key acquisition projects such as The Kellogg Company/Keebler Foods Company, BP/Amoco. Leveraged specialization in ABAP programming for SAP to develop custom Finance and Sales & Distribution applications.