Career Summary

• Field Day, Vice President of Customer Success Manager: April 2022 – Present

  • Discover and develop opportunities for customer growth
  • Develop a customer-centric perspective and represent the customer’s voice throughout the organization
  • Collaborate with the leadership team to establish company goals and drive positive company culture
  • Hire, train, advise and motivate a team of customer success managers to grow the organization
  • Achieve customer and company objectives through effective planning, analyzing performance data 
  • Develop, test and continuously improve on customer engagement strategies across onboarding, customer success, and support and in collaboration with partners in sales, operations and product management to proactively drive overall customer health
  • Increase customer renewal and reduce churn
  • Assist the sales team through up-selling to expand revenue
  • Communicate customer feedback to refine our technology and portfolio of products
  • Address and solve customer issues as they occur 

  Field Day, Director of Customer Success Manager: February 2022 – April 2022

  • Responsible for the leadership and hands on management of the Customer Success and Customer Ops team that supports Sales/AM in addition to contributing to organizational initiatives aligned with business goals.
  • Drive internal adherence to service level agreements
  • Responsible for developing/maintaining long lasting customer relationships
  • Issue Escalation and Resolution – Assist the team in increasing customer happiness, increasing instance of renewal and mitigating churn
  • Work to determine root causes for customer success or failure, and drive requirements for product or process enhancement and development as needed
  • Quality – Ensuring accuracy in workflow communication between teams to increase operational efficiency
  • Staff Recruitment – Responsible for creating job description and recruiting ads, reviewing resumes, screening applicants
  • Training and Development – Own new hire onboarding, ongoing team training and development

  Field Day, Customer Success Manager: May 2021 – February 2022

  • Lead the Customer Success and Customer Ops team
  • Manage key accounts such as (but not limited to) Tropical Smoothie Cafe, Smoothie King, Panera, Torchy’s Tacos, Portillo’s, US Cellular and Equinox
  • Oversee all post sale client operational processes including, but not limited to customer kick off calls, customer onboarding, objection handling, day to day communication, campaign reporting
  • Lead customers through platform demos to take them through the journey of monitoring their campaigns once they launch
  • Partner with internal cross-functional teams to understand customer goals and key performance metrics to ensure we meet or exceed those goals throughout the campaign lifecycle
  • Ensures accuracy in workflow communication between teams to mitigate instances of revenue impact
  • Ensure retention and satisfaction for all clients

  Insite AI, Customer Success Manager: March 2020 – October 2020

  • Collaborate with internal business, AI and Engineering team members as well as vendor partners to plan, track and produce successful projects for customers.
  • Work closely with the customers IT and Revenue Growth Management teams.
  • Provide open communication and daily updates to the customer to allow transparency and ensure project tracking.
  • Manage and delegate appropriate tasks to keep the process moving forward.
  • Start with one project for a specific customer and expand to multiple groups within the same company.
  • In addition to project management, work jointly with the sales team to produce marketing collateral to promote company capabilities.
  • Create a unified process to link together teams in the US, New Zealand and India.
• EnsembleIQ, Director of Research Operations: May 2019 – March 2020

  • Responsible for the execution and hands-on management of assigned research programs.
  • Internal expert on the overall scope of program initiatives, essential deliverable details, key milestones and project status.
  • Ensure that complex projects are coordinated together and facilitate how the program team is working together to their full capacity in order to achieve success.
  • Define, plan, schedule and control project activities, apply creative and strategic thinking and project management skills to satisfy project requirements and delight our customers.
• EnsembleIQ, Director Brand Engagement Insights and Innovation Team: November 2017 – May 2019

  • Responsible for managing client relationships and ensuring EnsembleIQ is achieving the business objectives for each client.
  • Collaborated with the EIQ sales team to prepare detailed client proposals specific to each client’s needs.
  • Worked closely with EIQ’s operations division to guarantee client programs were being managed at a high level and objectives were met.
  • Managed an editorial, design and content creation team.
  • Ultimately, making sure EnsembleIQ was working seamlessly together with clients to build great partnerships.
• Stagnito Business Information, Accounts Supervisor Enterprise Solutions: July 2013 – November 2017

  • Accounts Supervisor at Stagnito Business Information Enterprise Solutions managed top key account client relationships for programs from start to completion.
  • Project Management to ensure delivery as promised and in a timely manner.
  • Collaborated with sales, editorial, design, research and events teams to produce comprehensive and goal achieving results.
  • Responsible for deepening existing client relationships.
  • Understand client goals and objectives to address them coupled with a strong client service ethic and ability to analyze and deliver results.
  • Timeline, organization driven and detail oriented.
• Stagnito Business Information, Ad Manager: January 2010 – July 2013

  • Ad manager for Progressive Grocer, Progressive Grocer Independent and Retail Leader magazines.
  • Worked closely with sales, editorial and design teams.
  • Entered sales orders into CRM System, Laid out each issue, communicated with advertisers to collect ad materials and handled billing.

Career Highlights