New York, New York, US
New York, New York, US
First time founder
I'm currently looking to meet and partner with a technical cofounder to pursue my idea. The market research is promising and I have visual concepts of the app. Ping me if you'd like to learn more!
I was lucky enough to witness and learn customer-centricity at the highest level at Amazon. That experience was then leveraged to build a Stevie Award-winning Client Services organization at Grovo, all while supporting revenue growth from .5 to 15M ARR over two years through retention and up-sells. Though I'm currently owning the Customer Success vision at Healthify, I've decided to pursue my on venture, specifically addressing a universal pain point in delivering value to clients.
As my next step, I'm looking to team up with a technical cofounder to build and grow a SaaS business to improve the lives of services teams. Drop me a note if you'd like to learn more!
For good ideas and true innovation, you need human interaction, conflict, argument, debate. - Margaret Heffernan
October 2012 - April 2014
Account and project management for proposed and active vendors on Amazon platform | New seller educator for Wine, Fine Art, Entertainment and Sports Collectibles categories | Facilitated Onboarding effort for category’s launch of international wine selection (9 importers, 300+ wines) | Onboarder for complex strategic Wine accounts (domestic and foreign) | Author and overseer of maintenance on team wiki and SOPs | One on one support for new Amazon sellers, seeing them all the way through from registration to launch | Charged with providing guidance in developing each seller's individual brand
Sales Operations Manager, Client Services
April 2014 - March 2016
Key Performance Indicators: - Account Management meeting/exceeding team goals for net-new ARR and retention - Enabling the team to achieve their individual performance & career goals - Recruiting great people to join the Account Management organization Operational Responsibilities: - Conducting on-going on-the-job coaching - Leading wider sales enablement training initiatives - Managing the onboarding logistics and training of new team members - Actively working to assist team members in achieving their professional goals Process Development: - AM best practices -- contributing to defining the most effective approaches for creating expansions, closing renewals, mitigating churn and managing the client lifecycle - Pipeline management -- working with the Account Management team to maintain a clean pipeline of expansion & renewal opportunities - Diligence -- ensuring the required discipline with internal tools (SFDC, Gainsight, etc) is maintained by the team - Innovation -- working with Business Operations, Sales Strategy & Operations, and Marketing teams to improve current processes and develop new strategies
Head of Customer Success
June 2016 - Today
Owner of hiring, training and strategic efforts to grow Customer Success organization | Primary stakeholder in process development and refinement for revenue generation, product usage, Customer Success playbooks, and managing the client lifecycle | Salesforce administration including complex object management, report creation, and workflow automation | Cross-functional interaction with Product, Engineering, and C-Suite to ensure scalability and efficiency
Washington State University
Bachelors of Arts - Politics
2007 - 2011