Papaya Global is a global payroll technology company. Brought on to professionalize the customer operations department and prepare it to scale efficiently.
• Spearheaded and launched NPS and CSAT scoring within 45 days enabling the Customer Success team to measure customer satisfaction and team effectiveness.
• Redesigned Customer Success commission structure to align with team goals and responsibilities saving company 50% in quarterly commissions.
• Matured global training program for new Customer Success members and decreased onboarding time from 6 to 3 months.
• Devised new organizational structure for the operations team based on customer segmentation.

ComplySci is a regulatory technology software company. Led organizational transformation to reconstruct the company's operations starting with professionalizing the Customer Success team, reducing churn risk, and deepening client relationships. Member of the senior leadership team working closely with the C-Suite.
• Investigated multiple potential indicators of client relationship health and devised health scoring to uncover risks and mitigate recurring problems.
• Revamped client coverage, leading health indicators, and resolution playbooks to drive 99% gross revenue retention and contributing only 4% of total 2021 churn and renewed 4 marquee, strategic clients.
• Increased client engagement by 65% between Q1 and Q3 with more strategic conversations aimed at increasing adoption and improving retention.
• Rearchitected Customer Success team structure and roles into a client-focused organization aligned with customer segments, KPIs, a

Meetup is a platform that enables people to connect with others based on interests. Led strategic initiatives building and enhancing support for the organizer community.
• Pioneered a comprehensive program targeting new revenue-generating organizers that improved retention rate by 18%.
• Created first onboarding webinar series and mentoring program; structure informed by experienced organizer input.
• Conceptualized and implemented marketing retention and growth campaign relevant to Meetup through the Covid pandemic.

Togetherwork is building the leader in Group Management Software and Payments. Brought in to roll-up four companies and build a new consolidated entity. SVP of Operations
• Reorganized department and created onboarding process and decreased volume of new client support needs by 40%.
• Successfully achieved migration of 70 clients from one platform to another in less than 6 months.
• Redesigned subscription packages, including streamlining customer care, targeting a 15% increase in net new revenues.
• Leveraged analysis and knowledge of best practices to identify underlying drivers of operational inefficiencies, develop strategy for addressing issues, and overhauled processes to improve effectiveness.

Revtrax was a B2C marketing tech company conceived to drive sales using coupons. Provided operational expertise organizing, building out, and professionalizing the client services team.
• Identified roadblocks preventing delivery of a high-level of customer service; implemented new processes and tools.
• Established standard operating procedures to advise clients, execute analyses, deliver insights, and upsell offerings.

Arizent is a B2B publisher evolving to digital content and advertising. Created and led pre- and post-sales Account Management team.
• Created organizational strategy and structure for first centralized pre- and post-sales client services team and scaled the team to eight in 6 months.
• Established operational processes, training, analytics, and metrics to consistently deliver high quality customer service, ensure client retention and account growth.
• Orchestrated regular intradepartmental meetings directed to uncover and address potential revenue obstacles. Strengthened cross-functional relationships to maximize ability to deliver on revenue.
• Redesigned billing process to reduce time from 1 day to less than 3 hours and decreased need for invoice revisions.
• Delivered 100% of signed revenue profitably and retained all clients in 2014-2017.

Joined Krux Digital pre-acquisition by Salesforce. Krux helps marketers, publishers and agencies drive revenue by delivering more relevant marketing experiences. Joined the client services team to onboard and manage a range of clients, from SMB to Fortune 500. Responsible for creating client data strategy, deepening senior-level client relationships, and driving revenue through product adoption.
• Produced business and product strategy by uncovering client needs across a diverse set of clients.
• Increased client revenues by 35%-100+% in the first three months of partnerships.
• Revitalized overall Krux client performance by developing monetizable strategies and addressing client needs.

Kontera was an AdTech company. Hired to realize new revenue opportunities from a product perspective which led to building rollout and execution plans.
• Led product strategy, assessed viability and pioneered development of most promising new business opportunities.
• Built and spearheaded display business that led to 25%+ client adoption and a 10% increase in company revenues.

SAP is a B2B software company providing business management solutions to large and SMB companies. Joined as SAP was making a play to compete with Salesforce/Netsuite. Recruited to help establish a new product targeting SMB businesses in key new industry sectors.
• Held multiple roles covering product marketing, strategic planning, and operational analysis.
• Promoted packaging opportunities, buying preferences, and target audience segments through primary research.