Experience

FirstGeneration

• United States
• Education Management
• 1 - 100 Employee

• Member

  • Jan 2022 - 2 years

  New York, United States



Inventr

• United States
• Software Development
• 1 - 100 Employee

• COO & Co-Founder

  • Sep 2021 - 2 years 4 months

  New York, United States



NextGen Venture Partners

• United States
• Venture Capital and Private Equity Principals
• 1 - 100 Employee

• Venture Partner

  • Oct 2019 - 4 years 3 months

  Greater New York City Area NextGen backs exceptional entrepreneurs through the collective power of over 1600 of the nation’s top founders and innovation executives.



Brightflag

• United States
• Software Development
• 100 - 200 Employee

• Vice President of Customer Success

  • Mar 2020 - Sep 2021

  New York City Metropolitan Area Brightflag was the first company to apply artificial intelligence and machine learning to legal operations management software and has invested more than 100,000 hours in its development. Using Brightflag, corporate legal teams achieve visibility into their operations, streamline internal workflows, and engage with outside counsel more efficiently. Brightflag serves a global community of corporate legal teams and their outside counsel from offices in New York, Dublin, and Sydney.



Cloudera

• United States
• Software Development
• 700 & Above Employee

• Regional Leader of Customer Success, Americas East

  • Feb 2019 - Mar 2020

  New York, New York Leading a team of Customer Success Managers focused on retention, usage/consumption, expansion, and the customer experience for Cloudera's strategic accounts.

• Senior Manager of Customer Success & Proactive Support

  • Aug 2018 - Jan 2019

  Greater New York City Area Aided in the development and implementation of Cloudera's customer journey strategy with a focus on accelerating value for new logos. Grew Cloudera revenue by $2M through ownership and successful sales enablement strategy of new customer journey solutions.

• Senior Manager of Proactive Support

  • Oct 2016 - Jul 2018

  Greater New York City Area • Managed a team of 11 Proactive Support Engineers globally (North America, EMEA, APAC) • Drove 5% increase in renewal rates for customer segments < $1M ACV, from 85% to 90% • Aided business in maintaining 98% CSAT across all subscription customers • Integrated predictive tooling into support case flows, deflecting 15% (450 cases per month) of total monthly technical cases • Decreased critical environment issues for customers by 50% through advanced cluster health tooling and… Show more • Managed a team of 11 Proactive Support Engineers globally (North America, EMEA, APAC) • Drove 5% increase in renewal rates for customer segments < $1M ACV, from 85% to 90% • Aided business in maintaining 98% CSAT across all subscription customers • Integrated predictive tooling into support case flows, deflecting 15% (450 cases per month) of total monthly technical cases • Decreased critical environment issues for customers by 50% through advanced cluster health tooling and prediction engines • Improved efficiency in tracking and reporting customer consumption data by 95% through automation • Maintained 96% or greater SLA across all non-technical cases globally • Led a 2-person sales operations team, measuring delivery of entitlement, licenses, and software within 24 hours of deal close - achieved 5 consecutive quarters of >98% compliance globally

• Manager, Proactive Support

  • Sep 2013 - Sep 2016

  Baltimore, Maryland Area Leading the industry's only predictive and proactive support capabilities through the team dedicated to customer success. Proactive Support focuses on ensuring customer success with their Hadoop implementation by analyzing trends from ongoing support case exploration across subscriptions, paired with state-of-the-art tools to help customers enhance their operations and plan for future growth. • Hired and managed the first three Proactive Support Engineers in North America to support… Show more Leading the industry's only predictive and proactive support capabilities through the team dedicated to customer success. Proactive Support focuses on ensuring customer success with their Hadoop implementation by analyzing trends from ongoing support case exploration across subscriptions, paired with state-of-the-art tools to help customers enhance their operations and plan for future growth. • Hired and managed the first three Proactive Support Engineers in North America to support global customer growth • Measured Customer Satisfaction (CSAT) across global onboarding program, maintaining greater than 9.8/10 CSAT • Delivered quarterly touch points for enterprise customers focused on support trend analysis, use cases, business goals, and milestones • Designed and implemented custom health score tool to predict customer churn and developed mitigation strategies for renewal risk • Developed custom analytic tooling to automatically alert customers to common product issues Within Proactive Support, led secondary sub-team focused on delivery of subscription deal closure activities associated to company financial revenue recognition. Reported and maintained greater than 98% compliance for deal closure activities requiring a 24 hour business SLA.

• Proactive Support Engineer

  • Feb 2012 - Aug 2013

  Baltimore, Maryland Area Responsible for developing, implementing, and managing the first customer success model across Cloudera. Program focus on customer success through ongoing touch points highlighting use case, architecture, support, and overall business goal progress. The Proactive Support program, along with ongoing process improvement and tool enhancements, helped to drive renewals across subscription customers.



GE

• Brazil
• Engineering Services
• 1 - 100 Employee

• IT Project Manager - Corporate Insurance, Risk & Capital Markets

  • Aug 2010 - Feb 2012

  Greater New York City Area Design, implement, and support key IT solutions for GE Corporate Insurance, Enterprise Risk and Capital Markets business functions to align technology with business growth and strategy. - Managed 5-10 person off-shore team to identify and implement key IT solutions aligning with the Corporate Risk, Insurance and Capital Markets business functions - Reduced hardware costs by $2700/year through virtualization of Capital Markets business applications - Delivered custom risk assessment… Show more Design, implement, and support key IT solutions for GE Corporate Insurance, Enterprise Risk and Capital Markets business functions to align technology with business growth and strategy. - Managed 5-10 person off-shore team to identify and implement key IT solutions aligning with the Corporate Risk, Insurance and Capital Markets business functions - Reduced hardware costs by $2700/year through virtualization of Capital Markets business applications - Delivered custom risk assessment tool utilized by Enterprise Risk Management to identify and analyze enterprise risks across all GE Businesses

• Information Management Leadership Program (IMLP)

  • Jun 2008 - Aug 2010

  GE's IMLP program is a 2-year rotational program focused on mentoring young professionals to become business leaders with a specific focus on medium to large scale technology solutions. Each rotation concludes with a presentation and review given by the IMLP to the CIO, CTO and their directs to highlight the specific project, benefits / value realized, and next steps. 4th Rotation: Legal Systems Leader, Shelton, CT - Led 4 person off-shore team to implement enhancements for… Show more GE's IMLP program is a 2-year rotational program focused on mentoring young professionals to become business leaders with a specific focus on medium to large scale technology solutions. Each rotation concludes with a presentation and review given by the IMLP to the CIO, CTO and their directs to highlight the specific project, benefits / value realized, and next steps. 4th Rotation: Legal Systems Leader, Shelton, CT - Led 4 person off-shore team to implement enhancements for Intellectual Property Clearance application - Delivered a 13% increase in global user adoption for Clearance, contributing to 25% increase in programs completed annually and a $10k/year reduction in support costs - Managed 3 person off-shore team to design and implement new workload and patent filings dashboard for GE Global Patent Office (GPO) - Drove a 98% reduction in cycle time and a $15k/year productivity savings for GPO 3rd Rotation: Application Services Leader, Cincinnati, OH - Led physical-to-virtual migration of FTP, Urchin and Samba application services - Established SLAs and processes for virtual implementation - Managed migration of cross-functional clients onto new virtual service platforms with 100% data success - Reduced Shared Services hardware costs by $10k/year 2nd Rotation: Postpath Pilot Leader, Cincinnati, OH - Managed in-house pilot of new Postpath mail server as an alternative to Microsoft Exchange 2003 - Delivered successful implementation of Postpath in e2k lab, including successful failover/restore and functionality testing - Potential GE-wide implementation estimated to reduce current mail costs by $5MM/year 1st Rotation: Treasury IT PMO, Stamford, CT - Led 6-month project to streamline existing SDLC process within IT Governance tool to improve visibility, automation, and control for application owners - Reduced annual support expenses by $17,500 and improved Treasury IT productivity by 240 hours/month - Drove cycle time for small SDLC project to 2 weeks

• GE IMLP Intern

  • May 2007 - Aug 2007

  Greater New York City Area Developed Java web portals for administering outage and maintenance notifications for GE's Management Analysis and Reporting System (MARS).