May 2021 – Sep 2022 · 1 yr 4 mos · Austin, Texas Metropolitan Area · Remote

• Leading 2 teams of managers and 6-8 CSMs supporting Large, strategic customers in the Western and Central US. Leveraging a consumption based model, CSMs are able to actively engage in what matters most to customers, and work with them on ensuring the most efficient outcomes possible. Direct engagement across all parts of the organization, with special focus on partnership with sales, professional services, and product. Joined prior to IPO, and helped to ensure repeatable results with an emphasis on renewal/growth forecasting, churn/risk mitigation, and product enablement.

Jan 2018 – May 2021 · 3 yrs 4 mos · Austin, Texas Area

• Selected to build, and lead inaugural Hybrid (inside and field) CSM team at Tableau. Initially focused on Central US corridor, eventually moving to a verticalized retail and consumer goods team focus. Team supported the largest enterprise and strategic customers in the region/industry, focused on ensuring continued value , growth, and integration for customers as Tableau moved to a multi-product, subscription based model. Led the team through eventual acquisition by Salesforce, and into initial COVID response.

Jan 2017 – Jan 2018 · 1 yr · Austin, Texas Area

• Continued duties from previous role, combined with more strategic planning, in-depth forecasting, and interim coverage of 2 new teams based out of Washington DC and Seattle.

Feb 2016 – Dec 2016 · 10 mos · Austin, Texas Area

• Led a team of 5-7 Enterprise Sales Area Managers, focused on landing and developing new and existing enterprise customers (2500+employees). Operated in partnership with a field based Sales team to ensure regional consistency and alignment, while partnering with our renewals, pre-sales, and support teams to ensure value-driven outcomes and ROI/Growth. Focused on Central US corridor ( PA to Colorado, and Michigan to Texas).

Feb 2014 – Nov 2015 · 1 yr 9 mos · Austin, Texas

• Direct management/oversight of a team consisting of 2 account leads, and 12 account managers. Focused on driving the team to retention and booking goals, while focusing on client success and engagement. Directly accountable for all national/international/strategic retention business for all product lines.
• Key Accomplishments:
• Drove team to record retention/revenue goals.
• Increased up-sell/cross-sell revenues across product lines.
• Implemented multiple successful client engagement protocols.
• Maintained strong upward development opportunities for staff.
• Incorporated the first recognition/motivational programs for the team.
• Oversaw major improvements in interdepartmental communication/teaming.

Feb 2013 – Feb 2014 · 1 yr · Austin, Texas

• Coaching/strategic support for a team of 6 Account Managers covering the eastern half of the US.
• Key Accomplishments:
• My team saw the highest revenue/retention rates in all segments during my tenure.
• Redesigned coverage/territories for more efficient client engagement.
• Developed/launched a client renewal process/communication platform.

Jan 2013 – Feb 2013 · 1 mo · Austin, Texas

• Account manager for all clients in New York and New England. Handled client retention/ acted as liaison between client and multiple company resources/departments. Incorporated aspects of previous renewal representative role with customer advocacy role, effectively owning client experience from day 1 of contract through client life-cycle.

Aug 2011 – Dec 2012 · 1 yr 4 mos · Austin, Texas

• Customer facing representative handling contract renewals for New York/New England.

Jan 2011 – Jul 2011 · 6 mos · Austin Area, Texas

• Sales representative to small/medium business nationally. Specialized in sales of workstations, basic servers, and entry level storage solutions. Inbound/outbound sales with account management/development emphasis.

Jun 2009 – Dec 2010 · 1 yr 6 mos · Austin Area, Texas

• Third tier of consumer inside sales at Dell. Inbound sales with direct mentoring of teammates. Specializing in high end consumer workstation solutions.

Mar 2008 – Jun 2009 · 1 yr 3 mos · Austin Area, Texas

• Second tier of inside consumer sales at Dell. Inbound sales with emphasis on upsell/cross sell goals. Initial mentoring of new hire teammates.

Nov 2007 – Mar 2008 · 4 mos · Austin Area, Texas

• First tier of Dell inside consumer sales. Inbound sales queue with high call volume.

Aug 2005 – Sep 2007 · 2 yrs 1 mo · Flagstaff, Arizona Area

• Direct management/oversight of client experience inside the busiest branch in Flagstaff, AZ. Oversaw audit readiness/compliance, sales training/initiatives, and day to day teller operations.. Designed/implemented client facing promotions and oversaw all aspects of client engagement from branch tellers.

Aug 2004 – Dec 2005 · 1 yr 4 mos · Flagstaff, Arizona

• Managed the largest Blockbuster franchise in Northern Arizona. Staff of 8-12, with direct oversight of store operations, employee incentives, sales contests, etc.