• Move back into VP, Customer Success role to address revenue churn issues ahead of sale to Vista Equity Partners

• Promoted into this role to build out and lead all Customer Base Sales and Customer Success teams.
• Successfully hired and onboarded 10 individual contributors and three sales leaders within first six months.
• Established a regular customer cadence of Strategic Business Reviews to ensure proper alignment between Customer and Model N.
• Active participate in Executive Customer Advisory Board.

• Hired to build and lead a Global Customer Success function with overall responsibility revenue growth, retention and driving long-term renewals.
• Led efforts to redesign the customer engagement experience and map a specific customer journey throughout the customer's lifecycle. The objective was to identify insights into a customer's needs and expectations and develop actionable opportunities to enhance the overall experience of our customers.
• Implemented NPS & CSAT processes to engage with customers and leverage feedback to improve the overall customer journey and experience. NPS improved from -16 to +39 during tenure.
• Maintained a 95%+ gross retention rate and 120%+ net retention rate since establishing Customer Success function.
• Established Executive Sponsor Program with a focus of deepening relationships with key enterprise customers.

Artificial Intelligence, Machine Learning, and Behavior Psychology to help companies build successful organizations through data-driven decisions that drive predictable performance. Chief Customer Officer
• Joined Aptology as a member of the executive team responsible for all post sale activities (Onboarding, Implementation, Account Management and Customer Care).
• Defined methodology and execution plan to drive adoption, increase customer value, grow customer revenue through renewals and expansion opportunities while maintaining high satisfaction.

planning platform intended to automate business processes for discrete manufacturers. Revenue growth of $68m to $152m during tenure. Vice President, Global Customer Success
• Hired to build and lead a Global Customer Success function with overall responsibility revenue growth, retention and driving long-term renewals.
• Delivered 25% - 30% year over year revenue growth through selling to new customer divisions, cross sell/up sell of additional products and professional services.
• Led efforts to redesign the customer experience and map a specific customer journey throughout the customer's lifecycle. The objective was to identify insights into a customer's needs and expectations and develop actionable opportunities to enhance the overall experience of our customers.
• Instituted various disciplines and best practices such as a Tier Engagement Model in order to create a scalable account management approach to support diverse customer needs.
• Improved gross retention rates from 89%

• Hired to transform an Account Management function into a modern Customer Success team. This included building a new management team and restructuring a team of 70 Account Managers to support over 4,000 customers.
• Increased customer revenue by over $30m through additional products, licenses and professional services.
• Implemented customer-oriented programs that increased overall renewal rates from 85% to 96%.
• Led the development of various customer programs throughout North America focused on increasing customer satisfaction and building long term relationships.

• Responsible for managing a regional Customer Success Team with overall responsibility for customer loyalty, renewal management and portfolio expansion.
• Develop and deploy programs focused on driving high customer satisfaction and loyalty.

Develop and maintain post-sales relationship with enterprise customers in order to facilitate a
positive and productive long-term relationship to drive customer loyalty.
• Manage a portfolio of 25-30 Fortune 500 customers throughout North America.
• Trusted advisor on global deployment strategies for Europe, Latin America and Asia/Pacific.

Program Manager/Project Manager/Lead Consultant for several Taleo Enterprise implementations for Global 500 clients.
• Manage several cross-functional and technical teams throughout the implementation of the Taleo Enterprise solutions to a variety of Global 500 Automotive, Retail, Healthcare, Manufacturing and Financial Services clients.
• Facilitated Executive level sessions demonstrating the value of Taleo Enterprise and the ROI brought to the organization.