Functional Skills
Commercial Due Diligence
Cost Reduction
Customer Relationship Management
Digital Experience Design
Finance Transformation
Innovation Management
Leadership Development
Operations Management
Strategic Planning
Transportation Management Systems (TMS)
M&A Support
Post-Merger Integration
Supply Chain Integration
Software Skills
Salesforce
Microsoft Excel
Sector Experience
Consumer Goods
Retail
Technology
Transportation & Logistics
Experience
SPS Commerce
Customer Service
VP, CUSTOMER SUCCESS
4/2023 - 2/2025
Promoted. Managed revenue retention and growth of 5,000+ customers representing over $40M in reoccurring revenue.
• Acted as General manager of a $50M acquisition through early due diligence, integration, and ongoing operations.
• Executed a strategic turnaround within a team that improved customer retention by 400bp.
• Acted as General manager of a $50M acquisition through early due diligence, integration, and ongoing operations.
• Executed a strategic turnaround within a team that improved customer retention by 400bp.
SPS Commerce
Corporate Strategy & Development
SR. DIRECTOR, CS CHIEF OF STAFF
11/2018 - 4/2023
Promoted. Key member of the Customer Success Leadership team, overseeing 1,500 team members, defined &executed strategic initiatives.
• Directed largest transformation in company history;redefined the customer journey, aligned people, processes and technology to better serve customers resulting in higher margins & retention.
• Re-defined post-merger integration strategy, executing multiple acquisitions through due diligence, deal closure, and integration.
• Owned scaling operations, development, and training teams utilized across customer success.
• Created and grew an offshore team from 10-200 individuals reducing overall cost without impacting customer retention.
• Directed largest transformation in company history;redefined the customer journey, aligned people, processes and technology to better serve customers resulting in higher margins & retention.
• Re-defined post-merger integration strategy, executing multiple acquisitions through due diligence, deal closure, and integration.
• Owned scaling operations, development, and training teams utilized across customer success.
• Created and grew an offshore team from 10-200 individuals reducing overall cost without impacting customer retention.
SPS Commerce
Information Technology
DIRECTOR, CS IMPLEMENTATION
7/2013 - 11/2018
Promoted. Defined and built teams to own key integration partner relationships and onboarding of joint customers.
• Owned largest customer segment by customer count onboarding 500+ customers a month.
• Owned largest customer segment by customer count onboarding 500+ customers a month.
SPS Commerce
Information Technology
SR. MANAGER & MANAGER, IMPLEMENTATION & EDI TESTING, MANAGER, SERVICES & IMPLEMENTATION
4/2007 - 7/2013
Created and implemented a metrics-based scorecard company-wide, improving operational visibility and performance.
• Led post-sales customer journeys, achieving 20%+ growth in customers and profitably scaling revenue from $20M to $100M.
• Selected, implemented, and rolled out a Learning Management System enhancing scalability in employee onboarding and training efforts
• Led post-sales customer journeys, achieving 20%+ growth in customers and profitably scaling revenue from $20M to $100M.
• Selected, implemented, and rolled out a Learning Management System enhancing scalability in employee onboarding and training efforts
SPS Commerce
Customer Service
SUPERVISOR CUSTOMER SUPPORT
9/2004 - 4/2007
Promoted