Experience

Stacklet

• Software Development
• 1 - 100 Employee

• Head of Customer Success

  • Jan 2022 - Present

  Miami, Florida, United States Stacklet is the commercial solution built on top of the popular CNCF opensource project Cloud Custodian. We assist organizations in keeping your cloud well managed! As the Customer Success Lead at Stacklet, my job entails: - Initiating and executing on the processes for getting customers to value realization as soon as possible. - Managing a team of solutions architects who not only assist customers in achieving their use cases, but develop and maintain portions of the… Show more Stacklet is the commercial solution built on top of the popular CNCF opensource project Cloud Custodian. We assist organizations in keeping your cloud well managed! As the Customer Success Lead at Stacklet, my job entails: - Initiating and executing on the processes for getting customers to value realization as soon as possible. - Managing a team of solutions architects who not only assist customers in achieving their use cases, but develop and maintain portions of the product. - Reporting on our entire portfolio of business - identification and mitigation of at risk ARR. - Maintaining and delivering product documentation for use by customers - Assisting sales team in landing net new and renewable ARR Show less



SUSE

• Germany
• Software Development
• 700 & Above Employee

• Customer Success Manager

  • Sep 2021 - Jan 2022

  Miami Beach, FL SUSE gives you the power to innovate everywhere. My role on the Customer Success team is assisting customers to maximize our offerings to achieve value realization.



Canonical

• United Kingdom
• Software Development
• 700 & Above Employee

• Customer Success Manager

  • Mar 2020 - Aug 2021

  As the first Customer Success Manager within Canonical, I lead the hiring, training and process adoption as the team expanded internationally. This team was primarily tasked with advocating internally to improve the customer experience. This initiative included utilization of a tool which allowed portfolio level overview of at risk ARR in addition to proposals for mitigation. This portfolio view was reviewed in depth at monthly C-level Business Review Meetings. I was the SCRUM master for… Show more As the first Customer Success Manager within Canonical, I lead the hiring, training and process adoption as the team expanded internationally. This team was primarily tasked with advocating internally to improve the customer experience. This initiative included utilization of a tool which allowed portfolio level overview of at risk ARR in addition to proposals for mitigation. This portfolio view was reviewed in depth at monthly C-level Business Review Meetings. I was the SCRUM master for managing the CSM teams ongoing projects for process improvements such as customer onboarding, customer Executive Business Review (EBR) development, streamlined customer health data, and churn retrospective analysis.

• Engagement Project Coordinator - Managed Services

  • Feb 2019 - Mar 2020

  As a gap was identified between the internal Canonical teams (support, operations, engineering, sales) and our customer base related to managed services, I was the first individual tasked with advocating for and improving customer satisfaction. Success with bridging communication and coordination between internal teams in order to improve the customer experience lead to my team of 1 being expanded to multiple internationally.

• Office Manager

  • Feb 2018 - Jan 2019

  Greater Boston Area In addition to day to day tasks that fall under an office management role, I managed a large office refurb project under CEO direction that was part of the template to be applied across all offices internationally.

• Office Administrator

  • Jun 2017 - Feb 2018

  Lexington, Massachusetts



New England Donor Services

• United States
• Hospitals and Health Care
• 100 - 200 Employee

• Administrative Coordinator

  • 2017 - May 2017

  Waltham, Massachusetts



Za and Evoo Restaurants

• Server

  • May 2008 - Jan 2017

  350 third street



Massachusetts General Hospital

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Patient Care Associate

  • May 2012 - Jun 2015