Feb 2025 – Oct 2025 · 8 mos · Remote

• Driving growth and nurturing client relationships through Strategic Account Management, Channel Partnerships, and Sales Operations.
• Transformed operational Account Management leading to budget reduction and no red clients.
• Achieved a 100% increase in referenceable customer accounts.
• Directed renewal and recontracting initiatives, contract longevity, and doubling contract profitability.
• Collaborated with sales leaders to refine deal strategies, enhancing execution through improved messaging, content, meetings, pricing, and contracting.
• Established and managed a Channel Partner program, cultivating essential reseller relationships and developing Go-To-Market Plans to grow sales pipeline.
• Directed Account and Sales Operations by implementing effective processes, tools, and methodologies, restructuring the Strategic Account Management resource model for improved efficiency and scalability

Jan 2024 – Jan 2025 · 1 yr · Burlington, Massachusetts, United States · Remote

• Cultivated operational and executive alliances to drive strategic account initiatives, value realization, and and product adoption.
• Achieved a 100% CLIENT RETENTION RATE
• Fostered organizational adoption by delivering tailored strategic consulting services.
• Provided revenue-generating solutions, data analytics and training, to effectively meet client needs.

May 2022 – Dec 2023 · 1 yr 7 mos · Tampa, Florida, United States · Remote

• Responsible for working with cross-functional leaders throughout the company to support long-term strategies that drove operational efficiencies and increased productivity, while materially impacting the overall customer experience. Advocated, drove, and implemented internal solutions, projects, strategies, methodologies, processes, training, and other actions to better support our customer impacting teams.
• Direct ownership of the Internal Project Management and Training Services departments.
• Improved operational efficiency by streamlining staff roles and eliminating redundant processes.
• Identified 60 improvement areas through performance metrics analysis and business tools to boost productivity.
• Developed and implemented an Account Management training program, restructuring roles for strategic engagement, leading to a 30% increase in referenceable customers.
• Led teams in Training Services and Internal Project Management to optimize processes, resulting in a $1 million revenue increase from overhauling the Change Request Process.

Jul 2021 – May 2022 · 10 mos · Remote

• Led a team of CSMs with a responsibility to ensure our customers realized the full value of our products and services. Drove forward Customer Success best practices and processes.
• Directed a team of Customer Success Managers, enhancing client relationships and elevating CSAT.
• Developed Standard Operating Procedures that increased departmental efficiency and productivity.
• Implemented a scalable Account Management model to support notable business expansion.
• Led the global roll out of our CRM, Gainsight

Oct 2018 – Jun 2021 · 2 yrs 8 mos · Burlington, Massachusetts, United States · Remote

• Established account management best practices by designing, creating and implementing new programs, tools, and processes to support and enable Account Management teams across 3 business units. Partnered with Sales, Professional Services and Marketing to develop and deliver a scalable, streamlined, and predictable experience that delighted our customers and drove exponential account growth.
• Executed strategic initiatives to enhance customer satisfaction and operational efficiency
• Led cross-functional teams to optimize processes and improve service delivery, contributing to business growth through a focus on Customer Success metrics.
• Developed and executed Account Management processes, resulting in a 50% increase in Net Promoter Score and the establishment of a customer reference program within 48 activities.
• Managed tool enablement projects, including a comprehensive Salesforce rebuild and the implementation of Coveo search and Confluence enhancements, contributing to ServiceNow project development.
• Transformed support model to proactive engagement, achieving 120% growth in the value-added funnel and creating customer health scoring, KPIs, and an opportunity tracking process for improved experience scalability and predictability.

Jul 2016 – Oct 2018 · 2 yrs 3 mos · Burlington, MA · Remote

• Led a team of Engagement Managers who were wholly passionate about nurturing client relationships, enhancing member experiences, and ensuring customers were realizing the full value of Welltok's robust offering of solutions. 100% CLIENT RETENTION RATE.
• Led a team to exceed performance targets, enhancing overall business outcomes.
• Maintained client relationships with a 100% retention rate, preserving $35 million in revenue.
• Implemented a strategic management approach that achieved the highest organizational Net Promoter Score (NPS) and consistent revenue growth.
• Led a team to enhance client engagement strategies by integrating customer feedback into service improvements, resulting in strengthened partnerships.
• Analyzed market trends and customer needs, contributing to product development initiatives and reinforcing a commitment to client-driven innovation.

Jun 2015 – Jul 2016 · 1 yr 1 mo · Lexington, Massachusetts

• Developed and launched the Customer Success program. Established, implemented and fine tuned a multitude of processes designed to increase adoption, growth, retention rates, and enhance the customer's overall experience.
• Developed a Customer Success Management program focused on leadership and strategic initiatives, which improved client retention by 100% and satisfaction by 50%.
• Established and led day to day Account Management SOPs and C-Level reporting.
• Conducted monthly training webinars and created a churn risk assessment tool, enhancing customer engagement and reducing churn rates.

Aug 2014 – Jan 2024 · 9 yrs 5 mos · Greater Boston Area · Remote

• Guided Customer Success leaders in developing scalable processes and tools. Established methodologies aimed at achieving customer satisfaction targets.

Dec 2012 – Jun 2015 · 2 yrs 6 mos · Natick, MA

• Launched the Customer Success program. Established and implemented a number of internal and external processes that led to a more efficient workflow within our PS organization and optimized the customer experience, leading to EXPONENTIAL growth. Oversaw an extensive account list that included our highest revenue generating accounts while continuing to cultivate Nasuni's Customer Success Program. *100% CLIENT RETENTION RATE*

Jun 2011 – Dec 2012 · 1 yr 6 mos

• Launched and defined the Customer Success Manager position. Established a management system and processes, which received executive approval that were adopted as our baseline Customer Success program. By adopting these processes, my team and I restored balance to struggling accounts, which led to exceeding of our annual sales goals. *100% CLIENT RETENTION RATE*

Sep 2010 – Jun 2011 · 9 mos

• Primary point of contact between major strategic accounts and Varolii’s cross-functional teams including Sales, Product Management, Support, and Product Marketing. Directed the ongoing customer management process. *100% CLIENT RETENTION RATE*
• Additionally, I supported Account Executives as a technical specialist with new direct prospects and new growth opportunities within our install base.

Dec 2008 – Sep 2010 · 1 yr 9 mos

• Defined, launched, and continuously developed the Partner Advocate program. Conceived and implemented corrective processes and operating procedures that ensured attentive, dependable service across our Professional Services and Engineering teams. Oversaw all of our partner relationships and protected 80% of our total revenue. *100% CLIENT RETENTION RATE*
• Other responsibilities included, managing the Application Engineering team’s work queue, project managed Professional Services work as it related to the partners, and prioritized and drove new product enhancement requests.

Apr 2008 – Dec 2008 · 8 mos

• As the first Technical Account Manager at Iron Mountain Digital, I established an account management standard that dramatically increased customer satisfaction levels throughout my client list, which was comprised of seven of Iron Mountain's top 10 customers. *100% CLIENT RETENTION RATE*
• Additionally, I was responsible for the ongoing development of Iron Mountain's Technical Account Manager Program and served as a liaison between clients and Support, Engineering, Sales, and upper management.
• (Left the company to follow my hiring manager to Varolii)

Jan 2007 – Apr 2008 · 1 yr 3 mos

• Developed and implemented New Media marketing initiatives. Responsibilities included maintaining and growing our top 2 revenue-generating clients while managing vendors and employees. Established budgets for website design and other projects.

Dec 1992 – Dec 1998 · 6 yrs · Melrose, MA

• Drove an M113 armored personnel carrier for our mechanized infantry division.