Flexera

Combining Snow's Digital/Scaled Customer Success and Customer Education teams to create a single function focused on customer lifecycle engagement, ensuring that we engage our customers with contextually relevant content/assistance based on where they are in the customer journey.

Director, Adoption Programs (Digital Customer Success and Customer Education)

Created and maintained an innovative scaled customer success strategy & team. Ensured the internal alignment to the ideal customer journey and implement systems & processes in order to help clients achieve success and control churn. Primary methodology revolved around a state of the art customer journey automation utilizing Gainsight, combined with meaningful human engagement/intervention. Customer monitored via a comprehensive Health Score containing 20+ measures from various cross functional areas/systems. Implemented quarterly NPS program to gauge customers' satisfaction and engagement with the brand. Accomplished a 26 point increase in NPS over previous fiscal years.

Director, Digital Customer Success - formerly Snow Software Inc.

The Digital Customer Success Podcast

Founder and host of this weekly podcast, focused on Digital Customer Success for both CS leaders and practitioners. Each week we discuss various topics on how to build and maintain a scaled customer success program to help drive the customer journey and make your CSMs as efficient as possible.

Founder

Catalyst Software

Invited to be a Customer Success Coach for the Catalyst Coaching Corner, an application-based program that pairs people who are aspiring to become Customer Success Leaders or who wish to elevate their Customer Success career with experienced industry leaders for monthly coaching sessions. Apply here: https://catalyst.io/coaching-corner

Catalyst Growth Coach

Customer Success Collective

The Customer Success Collective exists to create a space to help individuals and organizations drive company-wide alignment around customer success as the scalable, sustainable source of business growth. Join our Slack community and never miss out again!

Member

KELL Partners

KELL Partners serves the non-profit and education space with consultancy services, focused primarily on Salesforce implementations & management. 

As VP, Professional Services - I was responsible for overall services strategy and P&L, including staffing, product offering, tooling, long term strategic planning and the overall customer journey.

Vice President, Professional Services

HotSchedules

Responsible for providing direction and leadership for 33 direct and skip-level reports in order to deliver exceptional customer experiences for small, medium and enterprise clients in the restaurant and hospitality industry. Ensuring that hectic work life never gets the best of anyone as perpetual "Keeper of the Fun".
◦ Oversee all strategic customer-facing training and technical SaaS implementation initiatives, managing an overall services revenue P&L of ~$1.6M annually at a 40% services margin.
◦ Coordinated the delivery of more than 8,000 customer services projects into 16,000+ customer locations in 2019 alone.
◦ Designed all client-facing training (web-based, face-to-face and self-paced) and technical services packages with an emphasis on revenue and margin growth.
◦ Responsible for career & personal development of 33 direct & skip level reports.
◦ Utilized change management best practices in executing the merger of HotSchedules, Inc. with Fourth LTD (both acquired by Marlin Equity Partners), announced in mid-2019.
◦ Designed and deployed a 'Project Readiness' process to improve handoff of services engagement between sales, sales engineering and services teams.

Senior Director, Implementation & Training Services

Director, Implementation & Training Services

Bigcommerce

Reporting to the CFO/COO of a privately held e-commerce platform solution with over 400 employees world wide. Responsible for the development and implementation of company-wide training solutions, both internal and client facing. Built a team of highly capable training specialists and program managers to oversee global new hire training, ongoing product/industry training, as well as leadership development programs. Worked hand in hand with stakeholders in sales, support, marketing, product & engineering groups to ensure their learning needs were met. Implemented a client-facing, video-based educational series called Bigcommerce University to help 50,000+ clients successfully start and run their new eCommerce store. Implemented Cornerstone for Salesforce LMS across the entire company. 

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Bigcommerce is the fastest growing SaaS ecommerce marketing platform in the world. Our platform makes it easy to setup your own professional online store - no coding or design experience required. Using our built-in marketing tools, you can also drive lots of traffic to your new online store from places like Facebook, Google, Yahoo, eBay, Shopzilla, iPhones, iPads and more.

Bigcommerce helps small businesses power anything and everything related to an online storefront from search to inventory to online payments to marketing and SEO.

The company has powered Billions in total transactions via its SaaS platform and is adding over 1,000 clients per month.

Investors: General Catalyst Partners, Revolution Growth (Steve Case)

Manager - Learning & Development

E-Learning Council

Board Member

Dell

Design and Implementation of training programs globally for Dell indirect and direct consumer sales segments.  Job responsibilities included eLearning curriculumn design, project management & vendor management. Developed and managed end-to-end training programs for Retail Account Executives and Sales Management. Developed global training communications strategy. Managed the development of a mobile training app with 400,000 potential end users on Android, Windows, RIM & iOS platforms. Developed new product training curriculum for Dell Consumer Sales division.

Instructional Design and Program Management

Young Chefs Academy

Young Chefs Academy is a cooking school for kids ages 3-17.  As co-owner, I am responsible for all daily activities involved in running a small business from payroll and accounting to inventory and scheduling.  I also teach some of the cooking events at the academy as well.

Co-Founder

With over 15 years of experience in customer success leadership, professional services, and customer education, I am passionate about creating and delivering impactful and engaging customer experiences for products and services. As the Director of Adoption Programs at Snow Software, I combine digital and scaled customer success strategies with customer education programs to ensure optimal customer lifecycle engagement and outcomes.

I also host a weekly podcast called The Customer Success Podcast, where I explore different aspects of building and maintaining world-class digital customer success experiences with guests who are in-field and executing. My expertise includes customer journey mapping, scaled customer success automation, Gainsight administration, CS operations, and professional services delivery. I am an intuitive leader who thrives on coaching my team members, establishing solid relationships with clients and colleagues, and driving transformational change, innovation, and value creation. I am bilingual in English and German.

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