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Summary

Trusted Advisor and Customer Success Executive with a proven track record of success with both executive and technical decision makers in a wide variety of organizations and industries. Highly valued by both internal partners and customers for outstanding collaboration, dedication, and communication in fast-paced business environments. Recognized as a champion for the voice of the customer able to manage expectations with competing business priorities. Proven leader in building, fostering and repairing strategic customer relationships that broaden upsell & cross-sell opportunities. Experienced in developing and implementing account strategies to ensure the achievement of customer business value. Respected for ability to identify and mitigate barriers to customer success in complex and politically charged environments.

Core Competencies: Customer Experience and Account Management, Relationship Management, Program Management, Influence Management, Strategy Development, Implementation Support, Product Adoption, Renewal Readiness Assessment, Lead Generation, Conflict and Remediation Management, Medallia Certification, Totango Implementation.

Work experience

Director, Customer Success

Vistex
Jun 2015MAR 2017

Accomplishments

  • Drove Customer Success Outcomes
    • Influenced future lifetime value through higher product adoption, customer satisfaction and improvement in overall health scores
    • Drove new business growth through greater advocacy and reference-ability
  • Defined and Optimized the Vistex Customer Lifecycle
    • Mapped customer journey
    • Developed listening points  (e.g., usage, satisfaction, etc.)
    • Identified opportunities for continuous improvement
  • Measured Effectiveness of Vistex Customer Success
    • Defined operational metrics for team
    • Established system in SFDC for tracking metrics
    • Exposed subset of actionable metrics to executive team
  • Inspired Customer Success Across Company
    • Created company-wide culture of Customer Success
    • Create company-wide customer feedback loop

Senior Customer Experience Manager

CA Technologies
Oct 1999Jun 2015

Responsible for proactively ensuring that a set of assigned large enterprise customers are successful in using CA Technologies solutions. Positively impact the customer’s value of the solutions and relationship with CA Technologies by gaining and leveraging account intelligence and best practices in solution design and deployment and through the execution of account planning, remediation and value programs.

Past roles at CA have all been tied to maximizing the customer experience

  • Customer Relationship Manager
  • Support Availability Manager
  • Customer Advocate
  • Customer Success Manager
  • Customer Success Executive

Awards / Programs Certifications

  • CA's Leadership Development Program
  • CA "Above and Beyond" Award
  • CA Customer Advocacy Shareholder Value Award
  • Medallia CEM Certified
  • ITIL Foundation Certified

Account Manager

Business Technologies Xerox
Oct 1997Sep 1999
  • Responsible for generating new sales opportunities within an account base of customers across manufacturing, insurance, retail/distribution, and business service industries. I was the primary customer relationship owner responsible for developing, coordinating, and executing on a strategic sales plan for my assigned territory. 
  • Exceeded quota expectation every quarter

Financial Advisor

First Financial Services Corporation of America
Jan 1994Oct 1997
  • Analyzed financial information obtained from clients to determine strategies for meeting clients' financial objectives.

  • Built and maintained client bases, keeping current client plans up-to-date and recruiting new clients on an ongoing basis.

  • Conducted seminars and workshops on financial planning topics such as retirement planning, estate planning, and the evaluation of severance packages.

Director of Finance

American Medical Services, Inc.
Oct 1990Jan 1994
  • Responsible for the finance function of a 400 bed long term care facility.
  • Supervised accounts payable, accounts receivable and billing departments.  Through automation and procedural improvements I was able to reduce staffing costs by 25%.
  • Oversaw transition from paper to electronic billing systems at 2 largest facilities in Wisconsin
  • Initiated accounts receivable reduction project that reduced delinquent receivables balance by 34%

Education

BS (Business Administration)

Carroll College
Aug 1986Dec 1990

Finance Emphasis

Minors in Accounting and Economics