●100% of clients reporting a shift to a proactive vs reactive approach to customer success within 3 months without sacrificing personalization. This was achieved through effective change management, 100% approval from all stakeholders, and meeting 100% of project deadlines.
●Created a custom company-wide customer success strategy focused on customer lifecycle management (including playbooks, health scores, Roles and Responsibilities, processes, risk assessments, retention strategies, etc.) that united teams, increased cross-departmental data sharing, and accountability leading to 20% increase in NRR across all clients in a scalable, repeatable and measurable way.
●Enhanced organizational efficiencies for a multi-billion dollar legal services company by 20% with a RACI (responsible, accountable, consulted, informed) matrix that broke down silos and united the company behind one North Star. ㅡ

●Provide industry expertise to guide the growth and expansion of Colligo's customer success function which has drastically increased retention of its subscription customers.
●Work with the CEO to identify the future strategic vision for the company, how to scale the vision successfully, and how to share the growth path with staff, stakeholders, and board members.
●Support and guide the broader team on how to maintain customer-centricity while increasing NRR.

●Led teams exceeding 20 senior leaders and stakeholders to increase NRR and significantly decrease costs to serve while empowering teams to meet or exceed their own OKRs or KPIs set forth in the statement of work. Mentored many diverse CS teams and created onboarding, coaching, and professional development models that lead to strong team cultures.
●Upsold clients by identifying scope creep while designing and launching successful customized Customer Success strategies. Expansion opportunities include but are not limited to, organizational structure recommendations, client segmentation, health matrixes, playbooks, customer journeys, and risk prevention.
●Designed, implemented, and improved Valuize's internal templates and training materials used by all team members, to operationalize and standardize day-to-day work allowing for scalability.
●Worked with the Valuize technical team to translate client's business requirements to be configured in Gainsight to automate repeatable tasks ov

Volunteered to build houses in near by neighborhoods.

• Achieved 100% retention of new/existing clients by creating an onboarding/marketing strategy and executing
• Strategized on key accounts to help clients reach and surpass their goals
• Collaborated with sales during negotiations to close top-tier clients
• Leveraged communication and organizational skills to successfully decrease launch time from 2+ weeks to 2 days
• Tracked, measured, and reported on monthly client progress to both internal and client stakeholders

- Creating a custom foundation for Canalyst's Customer Journey that led to a $330 million exit
- Achieved 100% retention of clients by creating client onboarding, customer segmentation, and client journey mapping
- Decreasing ave. first response time from 24hrs to 13min by working with multiple teams to revamp the support process
- Trained staff on new client retention/adoption processes to ensure an excellent and repeatable customer experience

Developed/Launched a growth strategy across multiple teams to increase retention of at-risk clients from 0% to 75% in 3 months
• Collaborated with teammates to help individuals reach $2 million ARR and surpass global renewal KPIs
• Trained new and tenured staff to ensure all clients experienced the same excellent service

• Managed key account portfolios of fortune 500 companies to renew $1.6 million in annual revenue
• Established account strategies to identify opportunities to reach team upsell targets of $1.3 million
• Found new revenue streams while presenting Quarterly Business Reviews to key accounts
• Created and launched “Speaking with Effect” which used team building and speech exercises to increase professionalism with client-facing teams across 3 departments