Customer Success Leader
Creative, experienced, solutions-focused customer support & success leader. Proven ability to work with, and advocate for, national accounts and VIP clients in B2B, start-up and evolving provider companies. A focused, calming leader of teams who continuously improves employee performance, customer satisfaction and product adoption. 12+ years understanding the needs of start-ups, SaaS technology companies, & their customers. Significant leadership, organizational, marketing, and technical skills.
Professional Experience
Head of Managed Services Support & Delivery, Cprime 10/20 - present San Mateo, CA
(Cprime is a managed hosting, Agile training, cloud consulting & engineering staffing solution)
- Transformed the Support team
- Improved Engineering team performance and capabilities by leveraging a process-oriented, client-focused, team-centric approach while instituting individual & cross-team training
- Facilitated collaboration across teams leading to an increase in client satisfaction, process efficiencies & greatly improved communication
- Improved efficiency of departmental Delivery practices
- Initiated a disciplined approach to project management & delivery in order to increase revenue, improve client satisfaction, eliminate redundancies and retain qualified employees
- Revamped the subscription renewal process in order to improve client engagement & increase contract renewals
- Advanced departmental Sales & Client Success processes towards improved revenue
- Collaborated across teams to accurately define scope and terms of client engagements
- Partnered with Sales to deliver a variety of engaging presentations to executive-level clients
Vice President of Customer Success & Marketing, OnLink 0/18/-11/19 Philadelphia, PA
(Onlink provides data dashboards & actionable insights for golf industry land & resource managers)
- Achieved goal of company acquisition by fortune 500 company (John Deere)
- Implemented business process improvements through close collaboration with CEO
- Facilitated smooth due diligence process, exit planning, & transition period
- Successfully led efforts to synthesize roadmap, releases, & corresponding marketing plans
- Guided overall Customer Success & Marketing strategies for a unique data-centric client base
- Increased customer satisfaction by implementing a proactive communication strategy
- Retained key customers by collaborating closely with sales team & business partners
- Enhanced marketing messaging through email strategy revamp & website redesign
- Improved user experience through the creation of feedback loop to Product & Engineering team
- Created software product mock-ups with detailed new feature & enhancement requests
- Developed business cases based on market research & stakeholder feedback
Director of Customer Support & Success, Zenfolio 08/10-10/18 Menlo Park, CA
(Zenfolio is a leading e-commerce & website hosting platform for professional photographers)
(Customer Support Supervisor 10/11-10/13 - Customer Support Representative 8/10-10/11)
- Demonstrated leadership in all aspects of fast-growing, multi-faceted Support & Success teams
- Built world-class Support & Success department while increasing customer satisfaction
- Strengthened team effectiveness through tactical channel & coverage decisions
- Advanced strategies for maintaining low turnover/high engagement rates for employees
- Collaborated with members of the Executive, Marketing, Engineering, & Product teams
- Advocated for customers while guiding product & business strategy decisions
- Achieved stakeholder consensus through data analysis, influence, & company presentations
Founder & Curator, pivot art gallery 1/09-1/15 Online
(pivot art gallery is an online art gallery and arts engagement blog)
- Created, promoted, & maintained the entirety of web content, blog, & social media identities o Managed & prioritized multiple tasks to maintain schedule of upcoming & existing artists
- Evaluated, curated, & communicated with all artist applicants & featured website contributors
Technical Support Specialist, liveBooks 10/08-4/10 San Francisco, CA
(liveBooks is a portfolio website hosting solution for photographers)
- Solved web-based technical & aesthetic issues for clients using a consultative approach
- Ensured customer success through direct engagement & leveraging design up-sell opportunities o Trained new employees in all aspects of the technical support team’s roles & responsibilities
Education
Master of Fine Arts – Maryland Institute College of Art 5/05 Baltimore, MD
Photography and Digital Imaging, with a focus on the intersection of new & traditional filmic technologies
- Pre-college Course Instructor, Teaching Assistant, Video/Photo LabTechnical Assistant
BachelorofFineArts–WayneStateUniversity 5/03Detroit,MI
Photography Major, Magna Cum Laude, with a focus on emerging digital imaging techniques & practices
- Research Assistant, additional concentration in German language & cultural studies
Additional Skills & Background
Customer Advocacy
- Instrumental in creating customer feedback loops among key stakeholders to improve product and user experience through the creation of mockups, wireframes, journey maps, and user flows
- Experience in product scope reviews, adoption strategies, organization-wide process improvement implementation, business case creation, and analysis
Marketing Skills
- Practical and wide-ranging expertise in writing, reviewing, and editing copy for websites, emails, and other marketing assets; branding concepts; and developing and implementing social media strategies
- Hands-on skills with website editing, image creation/manipulation, email segmentation, A/B testing, press communications, SEO
Management & Leadership Philosophy
- Ability to cultivate a positive internal culture of ambition, collaboration, and mutual support that directly contributes to overall company success
- Belief in employee engagement as a powerful way to develop strong team performance Significant Start-Up Experience
- Operations experience with topics such as HR/Payroll, GDPR, Terms of Use, Copyright Rules o Flexibility to prioritize tasks, wear multiple hats; to anticipate and understand the need to pivot focus and approach; and to implement changes accordingly and effectively
- Insight into leveraging partnerships, change management, and negotiating sale and exit strategies
A Wide Practical Skill Set
- Offering a full spectrum of technology experience: from CRM systems like Salesforce and Zoho; to communications tools like Slack and Zoom; to organization tools like Jira, Asana, and Desk, and complete proficiency in standards like MS Office, Adobe Suite, and Google Docs