BIO

For over five years, I have delivered results over the entire success lifecycle for over 60 customers, representing over $4M in ARR and have met or exceeded goals for both revenue retention and customer retention over the past 3 years.  We did not track that data prior to then.

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Key Successes Include

• Taking on the largest relationships, acting as an advocate and becoming a trusted advisor and partner in their success. Implemented individualized plans towards managing the relationship, setting touchpoints, and tracking KPIs.  Partnered with Solutions, Support, and Product Teams to deliver value.

• Executed a success program with a large decentralized organization that both fended off competitors and opened up cross-sell and up-sell opportunities. Identified and leveraged 'champions' to help build greater penetration and identify hidden stakeholders and decision makers to establish deeper partnership and remove barriers to growth.  Worked with Sales and Marketing teams to implement programs and identify and close new opportunities.

• Empowered and partnered with a client initiated user group to foster deeper relationship with clients who were members.  Set regular cadence with key user group leaders to provide consultative 2-way feedback between our organization and the group.  Included senior management and product team as part of the feedback loop.

• I have worked with one of our largest clients to identify a gap between our functionality and their processes.  I worked collaboratively with support, product, and the client to propose solutions to address the critical gap, both in the short term as well as long-term.  In the end, we took a blocker that could have caused significant pain for the customer and used to instead build trust and confidence.