WORK HISTORY areas of responsibility

Oversaw all phases of the customer lifecycle post-acquisition
Managed a portfolio of up to 55 small, mid-market, and enterprise customers
Owned the customer relationship for enterprises including Walmart, Rowan University, Robert Wood Johnson, University Health (TN), Allied Physicians Group, Chase Brexton, Center for Disability Services, Microsoft, Cisco Systems, Amex, Autodesk, MindShare, M80, MEC Global, Sprint, Motorola, Amgen, Intermec, Wells Fargo, and Lenovo
Regularly exceeded target KPIs with average of 96+% retention and strong revenue growths
As the voice of the customer, collaborated with product development, professional services, and customer service to continually improve and expand solution offerings and delivery
Drove change order and renewals and partnered with Sales for larger opportunities

Led and mentored teams of CSM professionals, fostering a culture of collaboration, continuous improvement, goal achievement, and accountability
Provided regular coaching and professional development opportunities to team members to enhance their skills and equip them for career growth
In multiple CSM managerial roles, increased retention by 24% and reduced late renewals by more than 57%
Interviewed, hired and onboarded new team members, with progressive ramp-up to reach full account load capacity within six weeks
Built team processes and customer success playbook and guidelines for CSMs to ensure high CSAT and retention
Offered time management and productivity training to multiple teams
Established Customer Service Improvement Plan templated process for resolving client retention risk
In a SaaS startup, built distinct account management and customer service teams and defined segmentation of roles

Designed, implemented and managed an exclusive EMR hosting partner program for GE Healthcare (now Athenahealth)
Monitored all partner customer projects, collaborating with PMO and project engineers to ensure CSAT and financial health of deliverables
Led QBRs and program briefings for senior leaders at GEHC/athenahealth
Secured year-over-year renewals in excess of $3.5 million ARR
Provided major incident management and escalation support to customers

Created and maintained processes and standards for PSA tool administration, configuration, and user training
Established and optimized internal cross-functional SOPs, particularly in CSM, Sales, Finance, Project Management, and Support
Developed a new Change Order process that reduced quote delivery from more than six weeks to three days
Reduced change order scoping costs from approximately $155k annually to under $8k
Devised and launched a time health initiative, providing billable staff and their managers time entry training that led to increased billable utilization by approximately 20% in just 4 months
Resolved staff, policy and process issues within PMO that were resulting in low project profitability
Took project manager % billable rates from an average of 25% under previous management to over 86% billable
Introduced best practices to eliminate unaddressed project scope creep
Established internal SOPs and training for Salesforce application

Created and delivered ongoing key reports pertaining to customer satisfaction, retention risk, SLA metrics, project statuses to partners and customers
Tracked GPM and other key metrics, implementing corrective measures or bringing concerns to internal executives and department heads for collaborative resolution
Monitored data and notified CX and relevant leaders of opportunities to develop and implement initiatives that would enhance the customer journey and drive business growth
Collaborated with Product, Engineering, Data and Operations to drive product roadmap and enhancements based on customer feedback
Identified opportunities and partnered with marketing and other teams to launch new service offerings

employer history

Below are relevant recent employers

True North ITG, Inc.

Business Type: IT Managed Services and Private Cloud Hosting company specializing in healthcare businesses.

Responsibile for: Partner Success, Customer Success, Program Management, Project Management, Operational Excellence, and Team Management.

All Star Directories

Business Type: SEO Marketing for the education sector.

Responsible for: Management of Customer Support, Sales Operations, and Account Management; Salesforce CRM implementation.

Visible Technologies

Business Type: Social media monitoring and analytics SaaS startup for enterprise class businesses.

Responsible for: From individual contributor to Director of Customer Success.