Tapped to reimagine Customer Insights division and deliver actionable insights to Product and Data Leadership teams. Recruited to consult and act on various executive-level challenges, including attrition, customer journey mapping, and global operational challenges.
• Transformed Customer Insights into a strategic, data-driven function by introducing AI and exponentially expanding Customer insights across the organization.
• Streamlined retention programs and reporting for President and Leadership teams. Significantly expanded and automated retention dashboards and analytics.
• Ran weekly retention sessions with cross-functional teams to continuously review attrition drivers, programs and progress against programs, supporting a $1.2M reduction in attrition.

Promoted to lead a cross-functional team of Sales Operations and Customer Success Managers, overseeing the financial management, retention, and growth of more than $150M in business.
• Led task force improving Global Alliances teams NPS by 1 1 points year-over-year, beating expectations.
• Contributed to 22% growth in deals with no additional headcount through streamlining operations and redirecting administrative tasks away from Sales to Operations team.

Recruited by Vice President of Sales to help formulate and execute Global Alliances strategy, support top accounts, and create growth and retention programs.
• Presented case for investment in data quality issues impacting Global Alliance Customers, resulting in increased awareness and advocacy from Data Leaders and dedicated resources/investment.
• Partnered with Sales on top accounts; successfully rolled out major product migration customized for Alliance Customers.
• Coordinated marketing efforts and led retention-focused customer webinars.

Recruited to oversee the migration of flagship LN Product to new platform. Subsequently asked to revitalize a distressed Product and secured Leadership support for redevelopment
• Directed strategy, funding, and operations for declining business development product and successfully stemmed double-digit year-over-year attrition.
• Developed a consolidation strategy for three products and led the Agile redevelopment of a new product through cross-functional collaboration.
• Uncovered more than $1 in annual savings, with minimal impact to Customers, through extensive usage analysis and automating manual processes.

Tapped to work with Government Sales Leadership team and oversee sales growth and retention programs. Accountable for success of multiple off-site and monthly Government meetings, managed all Sales incentive programs and rolled out NPS survey to Federal Customers.
• Played a key role in tripling new business sales year-over-year by launching a new business telephonic Sales team and introducing non-traditional LN products to the Government group.
• Supported 2% YoY retention improvement by developing a new method for determining account-level risk and hosting monthly Leadership reviews of cancel drivers, emerging trends and action items.

Promoted to oversee ethnographic research and strategy projects for Federal and State Court segment; executed deep dive data analysis across Government Customer base. Promoted again within a year to lead Court segment, collaborating with Sales, Marketing, Legal, Product, and Pricing to support accounts, create go-to-market strategies, and develop retention and new business programs.
• Led Court strategy project and conducted deep customer data analysis; identified new uses cases and changed Government team's approach to Court segment.
• Developed formal competitor knock-out program.
• Implemented go-to-market strategies and led Government retention efforts.
• Collaborated with Sales management to address market opportunities and overcome obstacles.

Hired by divisional Head of Strategy (former manager at Thomson Financial) to support building strategy for newly formed Government Segment.
• Co-led strategy for Legal Process Outsourcing in India (interviewed potential LPO targets in India, surveyed and interviewed LN Customers, formulated final presentation to President and leadership).
• Supported new business generation and strategy processes.