Functional Skills
Business Analysis
Business Operations
Change Management / Org Design
Process Design / Re-engineering
Vendor Management
Project Management
Business Development
Strategic Planning
Data Analysis
Sales Enablement
Revenue Growth
Service Delivery
Learning & Development
Organizational Leadership
Software Skills
Salesforce
Microsoft Excel
Zendesk
Tableau
Looker
Zoom
Dynamics 365
Dynamics CRM
Certifications
Six Sigma Green Belt
Sector Experience
Healthcare
Technology
Travel & Hospitality
Experience
Udemy business
Corporate Strategy & Development
Head of Corporate, Customer Success
11/2022 - 1/2025
• Directed strategy and performance across 11 CSMs (50% of AMER Commercial ARR), leading to 25x revenue growth and 112% Net Retention in strategic accounts
• Led transformational restructure impacting 1/3 of operations; developed governance, roadmaps, and VOC strategy to mitigate risk and sustain KPIs
• Designed and implemented onboarding and tiered service models, reducing time-to-value by 30% and increasing consultant capacity 30%
• Co-developed churn and upsell modeling with Data Science; enabled 2x expansion growth in one quarter
• Delivered ROI evaluation framework saving clients \$100K+ and increasing bookings 5x–10x for managed services
• Co-led Executive and in-product engagement initiatives; boosted Executive engagement by 25%, adoption by 35%
• Led transformational restructure impacting 1/3 of operations; developed governance, roadmaps, and VOC strategy to mitigate risk and sustain KPIs
• Designed and implemented onboarding and tiered service models, reducing time-to-value by 30% and increasing consultant capacity 30%
• Co-developed churn and upsell modeling with Data Science; enabled 2x expansion growth in one quarter
• Delivered ROI evaluation framework saving clients \$100K+ and increasing bookings 5x–10x for managed services
• Co-led Executive and in-product engagement initiatives; boosted Executive engagement by 25%, adoption by 35%
Linkedin
Corporate Strategy & Development
Enterprise Manager, Customer Success
7/2020 - 11/2022
• Directed post-merger Sales and CX integration across multiple tracks; preserved KPI performance and stakeholder alignment across 3 business units, ensuring retention and operational continuity
• Defined and operationalized global performance framework across 350 CSMs, growing multi-product pipeline 2.5x
• Developed change management and communication strategies to support rollout of new client onboarding protocols; reduced implementation lead time by 14 days
• Built and scaled executive engagement and voice-of-customer programs for healthcare clients; improved executive CSAT by 10% and renewal revenue by 30%
• Delivered new service model strategy impacting 20,000 clients and improving internal resource utilization by 35%
• Defined and operationalized global performance framework across 350 CSMs, growing multi-product pipeline 2.5x
• Developed change management and communication strategies to support rollout of new client onboarding protocols; reduced implementation lead time by 14 days
• Built and scaled executive engagement and voice-of-customer programs for healthcare clients; improved executive CSAT by 10% and renewal revenue by 30%
• Delivered new service model strategy impacting 20,000 clients and improving internal resource utilization by 35%
LinkedIn
Corporate Strategy & Development
Manager, Customer Success
6/2019 - 7/2020
• Oversaw strategic transformation of post-acquisition support into a consulting-focused org; managed 9 CSMs across SMB to enterprise clients
• Led technical migration and GTM strategy for 14,000 acquired accounts
• Built career pathing, certification, and promotion readiness programs with 100% direct report promotion rate
• Doubled expansion opportunities and improved risk detection by 2x through segment redesign and customer journey mapping
• Led technical migration and GTM strategy for 14,000 acquired accounts
• Built career pathing, certification, and promotion readiness programs with 100% direct report promotion rate
• Doubled expansion opportunities and improved risk detection by 2x through segment redesign and customer journey mapping
LinkedIn
Corporate Strategy & Development
Sr. Global Enablement Consultant
1/2016 - 6/2019
• Designed and delivered 100+ enablement programs during company revenue growth from $500M to $1B+
• Created industry-specific playbooks that generated an 18% increase in pipeline opportunities.
• Served as trusted advisor to EStaff, designing global development and onboarding strategies; achieved 100% global certification rate
• Created industry-specific playbooks that generated an 18% increase in pipeline opportunities.
• Served as trusted advisor to EStaff, designing global development and onboarding strategies; achieved 100% global certification rate
LinkedIn
Sales
Account Executive, Sales
1/2015 - 1/2016
• Ranked #1 out of 50 reps; 140% quota attainment; promoted early due to consistent top-tier performance
Teradata
Sales
Enterprise Account Executive, Sales
1/2013 - 1/2015
• Closed complex multi-million SaaS, cloud, and analytics deals with Intel, Apple, and Ford; exceeded quota by 105%
Anderson Direct and Digital
Marketing
Senior Marketing Account Manager
1/2011 - 1/2013
• Managed integrated marketing programs for top U.S. healthcare clients; drove 300–500% ROMI through cross-channel campaign execution