Operations and Strategy Consulting Firm Founder and Principal Consultant
• Redesigned sales, pre-sales, and customer success roles and responsibilities at a $750M B2B SaaS company resulting in a 20% efficiency gain and a 35% targeted uplift in annual cross-sell/upsell ARR.
• Built a holistic approach to drive customer NRR growth of 120% at a national HealthTech provider. This included tools to capture, quantify, and communicate a complex value proposition to enterprise accounts.
• Drove strategic growth planning process for a Mid-Market IT services firm that yielded a streamlined go-to market strategy and a more intensive operating cadence that resulted in a 25% increase in revenue.

High-Growth B2B Vertical SaaS Head of Customer Success
• Scaled customer success and support teams while driving improvements in revenue generating KPIs including product adoption (activation), customer retention, and customer expansion (upsell + cross-sell).
• Built and executed a post-sales strategy supporting hyper-growth (5x revenue in 2.5 years).
• Improved new customer activation by 30% in first 6-months with analytical insights, process improvement, team upskilling, and more aligned KPIs, targets, and compensation incentives.
• Turned around customer support organization by launching a new live channel (chat), overhauling SOPs, and resetting team culture. Resulted in a CSAT increase from 70% to 93% over 5 months.
• Built segmented approach to engage 20K+ customers and 1M+ users with a mix of B2B and B2C techniques.
• Owned account management (adoption/retention/expansion) for all enterprise customers.
• Created repeatable process to capture and apply the Voice of the Cust

Fortune 200 Healthcare Provider Senior Director, Customer Operations
• Led team accountable for improving efficiency, quality, and consistency in the daily operations of a 350- person customer facing organization.
• Drove a portfolio of projects from ideation to completion; Also accountable for internal tech stack.
• Delivered new predictive model that became the cornerstone for a proprietary customer segmentation approach that drove $10M+ in growth.
• Led enterprise account management for large health insurers (renewals, quarterly reviews, audit readiness).
• Grew from novice to industry thought leader in multiple areas of healthcare. Presented at national physician conference and delivered the keynote at the University of Michigan healthcare conference.

Global Media Technology Company Head of Corporate Strategy
• Led growth planning for a $500M business. Output included setting annual sales targets, ops improvement roadmap, R&D investment allocation, and 3-year strategic plans.
• Partnered with investment bank to successfully complete the sale of the business to a mid-market PE firm.

Global Management Consulting Firm Case Team Leader
• Led integration planning for finance functions in a $20B merger. Guided organizational redesign of 1,500- person org. spread across 80+ countries. Drove refinements to $4B cost savings plan with FP&A team.
• Built acquisition strategy and acquisition screening approach for multibillion dollar firm. Resulted in board approval for $100M+ acquisition plan.
• Drove design of a new 40-person sales team from concept to approval for a national advertising company.
• Created an analytics-based approach to allocate a $200M+ annual budget across 65 U.S. geographic markets.
• Selected to Lead MBA Intern program (in addition to case work).

Regional IT Consulting Firm Senior Consultant
• Supported Tech Program Management Office; Mapped matrix of 450 data interfaces across 50+ systems.
• Turned around a critical data interface project preventing a 3-month delay of the larger outsourcing project.

Energy Management Technology Startup (3rdemployee) Product Manager
• Collaborated on business plan and co-designed prototype system that led to a $2M investment by a strategic investor and partner.
• Led end-to-end product design of distributed software systems with both B2B and B2C functionality. This included development of feature roadmaps, detailed functional requirements, and UI/UX designs.
• Planned, executed, and analyzed customer focus group feedback. Applied this Voice of the Customer (VoC) to shape next-generation product design.