Feb 2024 – May 2025 · 1 yr 3 mos · Hybrid

• Responsible for designing and leading Vivint’s Proactive Customer Experience strategy. This included building and scaling the Proactive Communications Program, developing data-driven outreach campaigns, and launching AI-powered tools to resolve product issues before customers needed to call.
• Collaborated cross-functionally with Marketing, Care, Field, and Product teams to improve resolution rates, reduce call volume, and enhance onboarding. Oversaw internal governance processes and helped align executive leadership around initiatives that prioritized the customer and empowered frontline teams.

Mar 2016 – Sep 2023 · 7 yrs 6 mos · Pleasent Grove, UT

• Led end-to-end customer success at OptionsANIMAL, managing a 500-client portfolio and generating $1.5M in annual revenue. Partnered closely with sales and marketing to improve onboarding, drive $500K in upsells, and achieve a 97% retention rate. Spearheaded the go-to-market strategy for a new subscription product, scaling 168% subscriber growth in six months through aligned, cross-functional execution.

Mar 2016 – Apr 2017 · 1 yr 1 mo

• Launched a targeted investor relations campaign spanning 12 months, overseeing all aspects of business development, marketing, and brand consistency, resulting in the generation of over 15 investment proposals.
• Spearheaded investor marketing campaigns that played a pivotal role in securing funding for Canada's first operational reactor by 2027.
• Conducted in-depth market research and competitive analysis to identify emerging trends and opportunities in the nuclear energy sector, enabling the organization to stay ahead of the curve and capitalize on new prospects.
• Completely redesigned all marketing and educational materials, including, website, prospectus, and social media communications to better inform prospects and investors.
• Collaborated closely with C-Level Sales, Marketing, and Investment executives to identify investment opportunities aligned with company objectives.

Sep 2012 – Sep 2014 · 2 yrs · Salt Lake City Metropolitan Area

• Worked with clients to develop individual investment road-maps through coaching and mentoring.
• Responsible for up-selling clients into coaching packages and products which resulted in exceeding referral sales goals each quarter by 35%.

Jun 2012 – Feb 2016 · 3 yrs 8 mos · Salt Lake City Metropolitan Area

• Owned the end-to-end strategic partnership strategy which drove ARR of company to $2 million a year.
• Evaluated new marketing and business opportunities through in-depth market analysis and business development initiatives strategy which lead to TraderMinute acquiring 33 strategic partnerships.
• Successfully led internal product development projects that resulted in new products and websites which generated an additional $25,000 in subscription revenue per month.
• Cultivated relationships with C-suite executives and key stake holders that maximized sales and revenue objectives.
• Led marketing and sales team to deliver high quality customer experience through customer feedback and loyalty programs.

Mar 2011 – Feb 2012 · 11 mos · Salt Lake City Metropolitan Area

• Built and nurtured strong relationships with existing high-value customers to achieve their needs.
• Managed a team of 3 customer representatives to achieve quarterly upsell sales quota.
• Account resolution with dissatisfied and delinquent accounts (saved the company $510,000)

Feb 2010 – Feb 2011 · 1 yr

• Involved in root-cause analysis for internal data systems that lead to resolving $500 million in account discrepancies across global teams.
• Collaborated with IT and other business units in leading projects aimed at enhancing the controls and efficiencies in daily workflows across operational business units.
• Developed a strong technical foundation in consulting with counter parties about their privacy and business needs.

May 2007 – Feb 2010 · 2 yrs 9 mos · Salt Lake City Metropolitan Area

• Focused on leading clients through the registration process, onboarding, and follow-up.
• Improved the customer experience through quality control methods, which helped increase customer satisfaction across all product lines.