Feb 2023 – Jan 2024 · 11 mos · Remote

• Coach for the Catalyst Coaching Corner, an application-based program that pairs individuals who are looking to elevate their CS career with experienced industry leaders for monthly coaching sessions.
• Helping to inspire and mentor CS leaders to grow into Customer Success Executive positions.

Feb 2022 – Mar 2025 · 3 yrs 1 mo

• Leading all post-sales functions at Avoma including Implementation, Expansion, Renewals & Support.

Feb 2018 – Oct 2021 · 3 yrs 8 mos

• Scaled the company from 18 customers to over 1800 global enterprise companies. From Amazon to Salesforce to Charles Schwab, AppZen is the platform of choice for today’s digital CFO and their teams.
• Built a Customer Success organization to cover the full lifecycle from Implementation to Renewals. Built global teams within the following functions: Professional Services, Technical Services, Customer Success, Learning and Development and Support.
• Responsible for all post-sales revenue and drove NRR to over 140% along with a profitable Professional Services organization.

Mar 2016 – Feb 2018 · 1 yr 11 mos

• Led several key revenue teams that were vital to our success post-sales, including:
• Implementation Success Managers
• Customer Success Operations
• Customer Success Managers
• Product Support Specialists
• Technical Support
• Enterprise Support

Nov 2014 – Mar 2016 · 1 yr 4 mos

• Built a Product Support team from the ground up, focusing on the foundation of a strong people, process and a unique culture. Over this time I identified new opportunities that could help our ultimate goal of driving down Net Churn and delivering more value to customers.
• Hired a team of Product Support Reps locally and in Europe. Mentored and trained the team to have a consultative customer experience while delivering happiness.
• Launched a new team of customer advocates that led Implementations for our SMB customers. The focus was to Advise, Teach and Empower our smaller user Base to get up and running effectively with Base. Within this practice we were able to drive cancellations down 67% and a rise in Expansion.
• Created a technical support group to support external developers as well as enable our implementation team with complex data migrations.
• Formed an Enterprise Support Group that offers Technical Account Management to our top tier customers.
• Active hands-on coaching and mentoring within the Product Support group to constantly improve customer satisfaction.
• Mentored leaders within the team who owned managing daily reporting and metric analysis for the Product Support team to identify trends and improvements.
• Provide business insights for all customer facing teams to help drive new and creative ways to delight the customer while increasing revenue.
• Analyzing process to optimize for the best support customer experience. Working with data we were able to see product gaps and work with our development teams to close gaps.
• Due to many of these improvements was able to see a 25% drop in customers questions while our customer Base was continuing to expand.
• Work with the engineering teams to ensure that product bugs and defects are resolved quickly.
• Drive internal projects within the team to improve the customer experience.

Oct 2013 – Nov 2014 · 1 yr 1 mo

• Successfully led and scaled the support & services organization which consist of Customer Support, Enterprise Technical Support, Billing, Retention, Training & Documentation and our online community groups. Being passionate about culture I took the customer centric attitude outside of the group to work it in to the overall culture of Hightail. Part of this effort was a company wide program, where all employees would “Fly Along” with support helping to drive a customer-centric change in the company.
• The combined services team supported over 60 million end users on the consumer end and over 2500 enterprise companies. Enterprise companies we supported were large scale international companies such as Nike, The Coca-Cola company, Fox Pictures and Mondelez to name a few.
• Mentored and grew senior team members to become strong managers.
• Instituted a customer love program to “surprise & delight” our customers and provide a unique customer experience.
• Created an International presence for our Enterprise customers with Technical Account Managers located in the EU.
• Worked hand in hand with our Product and Engineering teams to have a continuous feedback cycle of customer input.

Jun 2011 – Oct 2013 · 2 yrs 4 mos

• As the Sr. Customer Support Manager at Hightail my role was to be a hands on leader and coach to effectively manage the Technical and Customer Support teams. I partnered with product, operations and engineering we have worked to resolve serious issues and develop new ideas, as well as with sales teams to understand customer needs and drive new revenue.
• Ensures that the customer services team is extremely customer centric and focused on driving top-line revenues.
• Launched and oversee the ongoing development of our online user community and knowledge base help ensure the best customer experience at all points of contact.
• Worked with marketing, product and other parts of the org to establish a wholistic view of the ultimate customer experience.
• Established a on-boarding strategy to ensure successful employees that understand the big vision of Hightail support.
• Help to drive, upsell and maintain customer retention by creating a new customer retention group from the ground up. This small group was able to save the company over $280,000/yearly.
• Created a vision around our approach to customer refunds which have saved the company $50,000/month.
• Setup International support offices to provide our customers with 24/7 support.
• Implemented a new CRM to improve upon the customer experience.
• Establish and measures key performance and quality indicators for customer care to drive behavior and performance and identify improvement opportunities.
• Act as the internal customer voice and the advocate for the customer within Hightail.
• Improved our Customer Satisfaction rating quarter over quarter. With a consistent customer experience was able to maintain over 92% CSAT rating.
• Very hands on coaching and mentoring with a focus on career growth for all individuals on the team.
• The support org had the lowest attrition rate in the company during my tenure.

May 2010 – Jun 2011 · 1 yr 1 mo · Mountain View, Ca

• Manage and direct the daily operations of the Customer Service department.
• Ongoing coaching and training to ensure the best possible customer service experience. Worked to instill core vales of excellent service as well as deep product knowledge.
• Setup an outsourced service center to offer 24/7 service.
• Served as a Liaison with Engineering and Product in order to achieve customer service strategic and operational goals. Acted as an advocate for customers to ensure their voice was heard.
• Worked closely with the Billing and Dispute Managers to ensure a consistent customer experience and alignment across operational groups.
• Evaluated key metrics and identified opportunities to improve support model.
• Responsible for developing support readiness plans to ensure customer education, internal training and policies are in place for product releases and day-to-day operations.
• Participated in product and release meetings, analyzed key contact and dissatisfaction drivers and acted as the voice of the community by providing insights to the Product Development Team.
• Managed multiple customer forums to engage users, increase product knowledge and build user/brand loyalty while identifying opportunities to improve customer experience and product enhancements.
• Key Accomplishments
• Managed chat support project, which resulted in a 12% increase in NPS while reducing support costs.
• Successfully trained a offshore team to handle Tier 1 customer service to provide a 24/7 coverage for email support. This helped to reduce our response time 50% while keeping costs down.

Jan 2009 – Dec 2013 · 4 yrs 11 mos

• Started a mobile software company with a focus on productivity and entertainment apps. Responsible for all marketing, product vision/design and business strategy. Our Awards Hero: Oscars Edition app was covered by CNN Tech, USA Today and had over 100,000 active users.
• Shipped 12 applications with a reach of over 250,000 customers.
• Created the vision for new products and executed on the go to market plan.
• Collaborated with designers to take our apps from sketches and wireframes to final design.
• Created brand image, served as the point of contact for all press inquiries and marketing.
• Worked hand in hand with our developers to continually iterate on our apps, gleaning insights from customer feedback & market research to create better user experiences.

Nov 1999 – May 2010 · 10 yrs 6 mos

• Founded, launched and sustained a successful Photography business.
• Grew the company to over a quarter million in sales with multiple photographers.
• Responsible for all social media marketing campaigns including Twitter, Facebook and company blog.
• Ensure accuracy of final customer deliverables resulting in reduction of rework and increase in customer satisfaction
• Responsible for the entire sales process from prospecting to close.
• Grew sales 300% in 3 years.
• Identify and develop sales opportunities within existing client base.
• Managed trade show operations to increase sales.
• Responsible for hiring and training employees.
• Established and managed third party vendor relationships.
• Oversee all creative advertising campaigns.
• Authored company blog and monthly newsletters.
• Planned and produced industry specific educational seminars.
• Manage and maintain all company accounting.
• This experience showcases my entrepreneurial spirit and drive, which will promote success in future positions. It has provided me well-rounded skills to adapt to any new situation and excel.

Jan 1999 – Jan 2004 · 5 yrs

• Successfully directed and mentored a team of Account Managers, responsible for client satisfaction & sales to thousands of clients.
• Responsible for a team sales quota, created a playbook to deliver value to existing customers and drive up-sells.
• Led a team of Trainers responsible for educating and instilling passion for our products in each employee.
• One on one coaching on creating an unparalleled customer service experience.
• Created customer on-boarding and strong focus on relationship building to reduce churn and increase sales.
• Cultivated and grew a team of Account Managers and Customer support representatives from a team of 2 to 15+.
• Designed and developed training materials.
• Responsible for department sales goals.
• Managed the creation and distribution of client advertisements and promotions.
• Directed client retention process and procedures.
• Worked closely with finance to streamline the collection process for optimal revenue recognition.
• Worked cross functionally with the Director of Engineering and CTO to prioritize product bugs, create new specifications and plan product upgrades.