Mar 2023 – Feb 2025 · 1 yr 11 mos · Raleigh-Durham-Chapel Hill Area

• As the Director of Customer Experience (CX) at N-able, I lead a global team focused on optimizing a wide range of customer-centric initiatives aimed at enhancing overall success, satisfaction, and driving business results.
• My key responsibilities have included the strategic development and management of N-ableMe -- the reimagination of our partner/customer portal, which provides end-users a comprehensive experience and the essential resources/tools to empower their success with N-able.
• I oversee our Voice of the Customer (VoC) program, ensuring that valuable customer feedback is systematically collected through various listening posts and integrated into our business processes to drive continuous improvement and experience optimization.
• My role also includes leading an Experience QA team dedicated to unpacking and analyzing what drives the experiences our customers have with us, maintaining the highest standards of service quality and customer satisfaction.
• I also lead our MarketBuilder team. N-able's MarketBuilder program includes a robust marketing automation platform designed to empower our partners with the capabilities to execute effective marketing campaigns, boost engagement, and achieve their business objectives. It's also the home of our growing MDF program, along with other essential partner enablement resources.
• My responsibilities extend to directing and executing customer/partner communications and developing a robust programmatic approach to strategic partner engagement. By taking a strategic approach to fostering strong relationships and engagement, I help our partners thrive and maximize their success with us while simultaneously driving optimal business outcomes for N-able.
• Under my leadership, the customer experience function at N-able not only addresses immediate needs but also anticipates future demands, ensuring that we remain at the forefront of customer/partner satisfaction, success, experience, and sustainable growth.

Mar 2022 – Mar 2023 · 1 yr · Raleigh-Durham-Chapel Hill Area

• Voice of the Customer
• Lead the Sr. Program Team that drives the execution and continued expansion of our VoC program
• Own the overall strategy, direction, and vision for the overall program, and its evolution
• Spur initiatives driven by VoC insights to ensure we’re meeting our partners/customers where they want to be met and removing friction from the overall experience
• Partner Success Center
• Serve as product owner/strategist for our Partner/Customer Portal and other partner/customer-facing self-service assets
• Currently leading a long-term project aimed at overhauling & consolidating all of our self-service assets — delivering a reimagined, innovative, customer-oriented, effortless experience
• Digital Engagement Strategy
• Responsible for continuing to reshape and drive innovation within our overall digital engagement experience
• Delivering the Partner/Customer Success motion at scale
• Proactively driving product adoption and customer retention
• Churn Insights & Response
• Lead a cross-functional team that executes on monthly detailed forensic churn analysis
• Leverage insight motion to feed action-items impacting retention into relevant business units
• Drive strategic change within our product, program, & process motions
• ‘Internal Customer’ Initiatives
• Identify and lead projects focused on gaps in the ‘internal customer’ experience — streamlining that experience for our employees so they are enabled and empowered to better support our partners/customers
• Have executed numerous initiatives removing specific points of friction or process roadblocks for our Partner Success and partner Care organizations
• Currently running point on a number of process improvement action items in partnership with both external contributors and internal stakeholders

May 2021 – Mar 2022 · 10 mos · Raleigh-Durham-Chapel Hill Area

• Reported directly to the Chief Customer Officer — Identifying, shaping, leading, and driving strategic initiatives within the greater Partner Success organization.
• Responsibilities included, but were not limited to leading efforts around:
• Reshaping how we effectively scale our Partner Success motion to the entirety of our partner base
• Delivering a new vision and execution plan for our overall digital engagement strategy
• Steering the long-range planning cycle for business-critical organizational initiatives for the following 3-5 year roadmap
• Helping to shape the Success organization's defining objectives for the current fiscal year

Jan 2021 – Aug 2021 · 7 mos · Raleigh-Durham-Chapel Hill Area

• Led an international team of Partner Success Managers (PSMs) responsible for providing partner success engagement & support to a global base of partners within our ‘Emerging Partners’ tier of the business.

Oct 2020 – Present · 5 yrs 7 mos · Raleigh, North Carolina, United States

Aug 2019 – Nov 2020 · 1 yr 3 mos · Raleigh-Durham, North Carolina Area

• Lead a team of highly empowered, collaborative Partner Success Managers (PSM) across the US that serve as the interface between Cisco’s various cross functional departments and our Partners, as they support the collaboration lifecycle journey for our mutual end-customers throughout the Americas.
• With a customer-first approach, these Partner Success Managers are responsible for working together with named, strategic partners in both enabling them and holding them accountable to delivering on the promise of providing complete lifecycle support and an optimal customer experience for Cisco’s extensive suite of collaboration solutions.
• This PSM team maintains and leverages executive level relationships to articulate Cisco’s overall vision and shape the unique collaboration success strategy within their respective partnerships with Fortune 500 organizations. They serve as the Partner’s key contact and strategic advisor aimed at driving Cloud Collaboration Customer Success; focused primarily on the motions around onboarding, adoption, expansion and renewal.

Nov 2016 – Mar 2019 · 2 yrs 4 mos · Raleigh, North Carolina

• Responsible for driving education, awareness, strategy, sales execution and overall lifecycle success for Verizon Connect’s robust suite of SaaS solutions with Verizon’s wireless business group and numerous other strategic partners throughout the Southeastern United States.
• Ranked #1 nationally in number of deals closed and total revenue generated from the SMB space for 2018.
• Established and managed numerous senior leadership level relationships with channel partners, becoming a trusted business partner.
• Fashioned multiple sales positioning strategies which were adopted and implemented enterprise-wide.
• Worked extensively on Go-to-Market for new product launches and led territory to sustained #1 performance, nationally.
• Selected to be a part of multiple teams modeling product rollout for new distribution and shaping customer lifecycle.
• Tapped to serve as a mentor for new Channel team members, to aid in onboarding and foster continued performance success.

Aug 2013 – Nov 2016 · 3 yrs 3 mos

• As a “Floating Manager” I served in an Assistant District Manager capacity supporting primarily our consumer and SMB segments — coaching and developing leadership teams throughout Eastern NC.
• Helped to develop and facilitate numerous territory-wide employee and professional development programs for various levels of front-line and leadership within the organization
• Served as territory pillar owner for key “TMP” metric rollout and led group to a #1 performance in the enterprise
• Piloted a Social Media Advocacy program driving a more established social media presence amongst the frontline
• Key player in rebranding a retail district and completely retooling the culture to one of elevated, sustainable success

Jan 2013 – Aug 2013 · 7 mos

• Led a team of SMB Sales Specialists, spanning from the Triangle through the NC Sandhills, focused on securing our position in the local marketplace as the innovative technology solutions partner for Small to Medium businesses. As an inaugural member of the “Retail to Business” program I was a key contributor in shaping a new, national sales organization within Verizon Wireless.
• Authored the original “Rules of Engagement” for customer management between the Retail & B2B channels
• Fostered a relationship between the Retail and Legacy B2B teams, increasing visibility, transparency and trust

Feb 2011 – Dec 2012 · 1 yr 10 mos

• As the General Manager of our Fayetteville, NC Retail location I was able to take a store that was struggling and about to be downgraded from a “B” to a “C”volume store and lead it back to a place of prominence. Through servant leadership and strategic partnerships, in less than 12 months, was able to shape the location into the top producing entity in the territory and one of the top in the enterprise.
• #1 in the enterprise for YOY growth for 2012 calendar year
• President’s Cabinet winner for 2012 as top 1% in the enterprise
• Re-established a meaningful relationship with the local military base and surrounding community
• Served as a pillar owner and project lead for various district and territory level projects
• Media certified by the Verizon PR team to represent the organization as the face of Verizon with the local news media
• Served as the team lead for our Grass Roots Marketing program

Nov 2010 – Jan 2011 · 2 mos

• As an assistant store manager in our Fuquay Varina, NC retail store I was responsible for all day to day tasks associated with running a susccessful, profitable business — including but not limited to performance management, employee development, sales strategy and maintaining operational soundness.

Nov 2008 – Oct 2010 · 1 yr 11 mos

• As an individual contributor I was responsible for selling Verizon’s full suite of connected solutions to a diverse customer base — both consumer and SMB.

Nov 2006 – Mar 2009 · 2 yrs 4 mos · Cary, North Carolina

• Worked full-time as both a coach and instructor for the Aquatics and Gymnastics programs at Impact.
• Worked extensively 1:1 with triathletes to fine-tune the swimming leg of their event training
• Stood up a year-round club swim team for athletes of all levels who did not have the means to join an established year-round competition/travel team.