Nextlane

Leading the Global Customer Excellence organization of approximately 250 CX Nextlaner's which includes: Professional Services, Customer Support & Success, Pre-Sales Customer Engagement, and Post-Sales Project Management.

Chief Customer Officer

Bird

- Continues responsibility of the previous role with expanded responsibilities and growth
- Assume leadership responsibility for Telco Operations, Routing, and Carrier Services

Global Vice President of Customer Experience 

- Designed, created, and lead all of post-sales: 24x7 follow-the-sun Customer and Technical Support, Customer Success Management, Technical Account Management, Onboarding, and Customer Experience Operations.
- Oversaw the ongoing integration of four acquired companies' post-sales teams. 
- Hired 90+ amazing humans in 30+ countries on 6 different continents.

Global Head of Customer Success

Twilio Inc.

Led Global Customer Success Management, this included Customer Success, Onboarding/Launch, Customer and Partner Training.

- Selected to Twilio's original Bar Raiser leadership program.
- Redesigned the Customer Success program to align with the company's growth.
- Lead both the design and the integration of the Success program and teams from the acquisition of SendGrid and their global team.

Riptide Messaging

- Adviser and seed investor for a messaging and payments platform for the supply chain industry.
- Work directly with the CEO and founding team on developing the corporate pitch.
- Played a key role in introductions resulting in closing out the seed round.
- Helped develop the corporate strategy which resulted in a successful pivot
www.riptidehq.com

Advisor

RiskSense, Inc.

RiskSense empowers enterprises and governments to reveal cyber risk, quickly orchestrate remediation, and monitor the results. 

- Oversaw all Post-Sales Operations: Customer Success, Implementation, Professional Services, Technical Support as well as internal IT Business Systems & Helpdesk.
- Developed & Implemented Customer Success & Technical Support programs.
- Implemented Salesforce Service Cloud, Knowledge Base, and Communities 
- Responsible for evaluating and implementing a Customer Success software tool.

Vice President of Customer Success

ScaleArc

ScaleArc  (acquired by Ignite Technologies) provides database traffic management software that dramatically improves application availability and performance by scaling the database tier with no application or database changes.

- Led Pre & Post-Sales Tech Support, Onboarding, Customer Success, Technical Account Management, and Technical Partnerships.
- Developed the Implementation and Professional Services programs resulting in increased revenue and customer satisfaction.
- Hired and built out a 24x7  global support organization with top tier results
- Supported large enterprise (Dell, Microsoft etc.) as well as mid-market and high tech startups.

Vice President of Customer Success & Operations

GoGrid

GoGrid (now part of Rackspace) was one of the world's first Cloud Computing companies. I was on the founding leadership team that grew the business from inceptions to support 10,000+ customers on our cloud infrastructure platform in the US, Europe and Asia. 
- Responsible for expansion to US East, Asia, and European expansion. 
- Developed strategic partnerships for re-sale technologies DNS, DDOS, Managed Security, Private Network Services.

Sr. Vice President, Global Operations

In August of 2009 I assumed the leadership of customer and technical support for GoGrid and all related brands under the GoGrid / ServePath umbrella. This along with maintaining the role of Vice President of Operations and Vendor Management.

- Designed and led what is now called the Customer Success Manager function. 
- 30% increase in Customer Satisfaction (CSAT) and a 10-point increase in NPS year one of assuming the support leadership role.
- Responsible for obtaining the companies first HIPPA, PCI & SSAE 16 compliances
- Authored companies Incident Management, Case Escalation, Change Management processes

Vice President of  Operations & Support

ServePath (became GoGrid)

Lead System Deployment, Data Center & Office Operation Team, Inventory and Procurement as well as utilizing two different offshore technical teams of one of the top dedicated server and collocation facilities in the US. ServePath grew from 20 to over 100+ employees during this time without outside funding.

Director of Operations

SF-Vibe Productions

Founder and managing partner of one of the top events and entertainment company's in San Francisco. Working with brands like Toyota / Scion, Absolute Vodka as well as some of the top venues in San Francisco and beyond. SF-Vibe was about People, Music and Vibe which created a great place for people to enjoy themselves while helping introduce brands to target markets via events and online advertising.

Co-Founder

AT&T

Program Managed lifecycle projects for SBC.com (now ATT) Business eCommerce website. Projects which include; Business Voice eCommerce, Business DSL eCommerce, Integrated Search for product promotions, SBC.com Privacy Policy.

Program Manager

Post-Sales leader that loves building teams, culture, and scaling organizations

Hi there, thanks for checking out my page, a little about me.
I consider myself a seasoned strategic and operational post-sales leader who specializes in working with global leading-edge technologies. Designing, building, and continuous improvement throughout the customer journey. I take great pride ensuring organizations run efficiently in disruptive markets. It all starts with building an amazingly diverse team that truly cares about each other and our customers.
All while maximizing customer revenue retention, and product adoption = NRR. Success has been based on blending high touch / open leadership style with analytics and KPIs to create a sustainable, scalable, and high performing organization.

Highlights:
- Moved to Europe and took over post-sales leadership at Bird (formerly MessageBird). Designed and built a scalable organization that supports self-serve through Enterprise around the globe.
- Revamped Twilio's Global Customer Success Program during the company's fastest growth stage
- Founding Team member that launched Google News, including in 8 different languages
- Executive Team Member that grew a startup from zero to $50M in annual recurring revenue, without funding
- Built and managed 24x7 global operations
- On the founding team that developed, launched & scaled one of the world's first Cloud Computing (IaaS) technologies.

I’m an avid tennis player and fan.  Traveling the globe and music are two of my favorite hobbies which keeps me on my toes. I enjoy leading by example and creating a hard working yet fun environment where my team members feel inspired to challenge the status quo while accomplishing great outcomes together.

Day 2 at the Nextlane Innovation Summit is here! I'm thrilled to delve deeper into the groundbreaking innovations crafted by Ricardo Araújo, Helene Lanssens, Ionut Jivan, and their teams. They are reshaping the future of the auto-tech industry 🌟🚗 #Innovation #AutoTech #NextlaneSummit

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