As a customer-focused go-to-market leader with 20 years of experience in the software and services industry, I have demonstrated mastery in customer success, operational, sales, and account management roles. I've had the privilege of building several customer-facing teams from the ground up across several diverse companies and in various stages of maturity. I have been recognized as an innovative collaborator in cross-functional initiatives for my emphasis on enhancing the customer experience; minimizing customer attrition; growing recurring revenue streams; and optimizing operations. I can operate both in the trenches with the team and in the board room with strategic planning. I have extensive experience with managing and growing complex customers while directing CS teams to greater outcomes. Throughout my career, at all levels, I consistently demonstrate high capacity, accountability, reliability, and resourcefulness.
Core Competencies • Repeated success in improving recurring revenue streams, renewal and retention rates • Entrepreneurial team builder with extensive experience in talent assessment and acquisition • Developer of leaders: numerous internal promotions of direct reports into company leadership roles • Primary escalation point for complex customer negotiations and challenges • Experienced in managing portfolio changes with existing customers (price changes, EOL, migrations) • Developed international and channel-driven customer success strategies • Core team member of CRM and ERP customization and improvement projects • Key driver of integrating new customer populations during mergers and acquisitions
