Oct 2022 – Dec 2023 · 1 yr 2 mos · Brooklyn, New York, United States

• Build a Customer Success Strategy and team
• Lead a team of 15 people globally
• Develop a renewal process to ensure on-time renewals of 100% by quarter-end close.
• Redesign onboarding program to reduce onboarding time by 30 days
• Cross-functional team collaboration to drive customer outcomes with Sales, Marketing, Product, and Engineering.

Mar 2022 – Oct 2022 · 7 mos · New York City Metropolitan Area

• Alation is the industry's leading Data Catalog. It is an AI-driven platform for data search & discovery, data governance, data stewardship, analytics, and digital transformation.
• Develop lasting trust relationships with customers, helping maximize adoption, renewal, and expansion
• Promote Alation capabilities within the customer organization
• Help customers mature their data programs within the context of Alation
• Proactively maintain overall account health

Aug 2021 – Mar 2022 · 7 mos

• Lux Research is a leading provider of tech-enabled research and advisory solutions, helping clients drive growth through technology innovation. A pioneer in the research industry, Lux uniquely combines technical expertise and business insights with a proprietary intelligence platform, using advanced analytics and data science to surface true leading indicators. With quality data derived from primary research, fact-based analysis, and opinions that challenge traditional thinking, Lux clients are empowered to make more informed decisions today to ensure future success.

Mar 2021 – Aug 2021 · 5 mos · Florida

• Took a sabbatical to relocate to the US to be with my partner.

Oct 2018 – Feb 2021 · 2 yrs 4 mos · Sydney, Australia

• Domo is about BI leverage, at cloud scale in record time. The Domo Business Cloud lets you integrate data from any source, turn data into live visualizations, and extend BI into apps that empower your team with data. My role is working in Sydney, Australia across our Enterprise customers in the APAC region, with a focus on government, retail and telecommunications.
• Assist customers with Domo’s solutions and service offerings, by understanding their data and technology challenges and surfacing insights in all areas of their business to drive business outcomes.
• Manage customer relationships and be the trusted advisor for the customer.
• Oversee the implementation and roll-out strategy of the Domo Platform into complex technology stacks and business operations for customers.
• Support clients with technical data challenges and introduce SME's to best assist them.
• Renewal management and contract negotiations
• Identify upsell and cross sell opportunities in existing accounts

Jan 2016 – Oct 2018 · 2 yrs 9 mos · Crows Nest

• Assignar is a workforce, asset and compliance management system, designed for any business operating in highly regulated environments. Our clients have mobile workforces and machines/assets working in mining, rail, construction, roads and many more industries.
• Onboard new clients
• Help existing clients get more out of our solution and implement new workflow processes
• Help existing clients improve their current processes
• Change management - building implementation plans with customers to effectively change their
• Implementation and roll out of Assignar Platform into complex business operations for customers including LendLease, UGL and Sydney Trains
• Support clients with technical and how-to type challenges
• Book and perform webinars & conferences for new and existing clients
• Create and implement overall Customer Success Strategy
• Create and implement Customer Health Score Matrix
• Enterprise Customer Success Management
• Write best practice articles for customers

Apr 2015 – Jan 2016 · 9 mos

• Manager of Client Experience Team
• Daily client experience management phone and email
• Monitor 1 virtual staff member
• Map client path and experience
• Maintain strong relationships with stakeholders
• Develop new relationships with stakeholders
• Infusionsoft CRM management
• Set up system automations for client experience team
• Create and implement new processes for Client Experience team to enhance service and efficiency
• High end client management

Jan 2015 – Jan 2016 · 1 yr

• High-End Client Management
• Marketing campaign building
• Assisting Marketing Department
• Assisting Events Department
• Event Management
• Marketing idea/concept creation
• High-End client program sales
• Manage Customer Service Team

Aug 2013 – Jan 2015 · 1 yr 5 mos

• Manage portfolio of high-end clients consisting of $2.5 million in annual revenue
• New Client Acquisition of 1-3 new clients per month (on average)
• Maintain Client Retention, at 75% retention rate.
• Plan and execute 5 high-end client events per year.
• Monthly monitoring of clients.
• Conflict resolution management with clients.
• CRM database management
• Marketing Campaign creation