Senior Customer Success Executive with 20+ years of experience in enterprise-level client relations, Team Leadership, Process Improvements, Enterprise Software in the cloud, Project management, and team building. I enjoy building Customer Success organizations in the SaaS and Managed Services space, based on providing the highest quality service and customer experience and measuring results via KPI, CSat and NPS.

Skills

Work History

Dell Technologies (Virtustream) – Senior Manager, Customer Success Services (2021 – Present)

• Lead Team of Customer Success managers representing $30M in ARR
• Align with regional sales team for account escalations and drive new business within existing accounts.
• Customer advocate to clients running mission-critical applications within our private multi-tenant cloud.
• Provide oversite to global delivery teams to ensure managed services are delivered within contractual SLAs and to client expectations.
• Deliver customer satisfaction through the delivery of monthly and quarterly reporting that highlights account successes, improvement opportunities, and future-looking roadmaps aligned with the client’s needs.
• Identify and lead efforts to streamline internal delivery processes.
• provide oversight and training to team members on established processes as well as mentorship on the handling of client escalations.
• Establish KPIs to help ensure the success of our customers and our team.
• Deliver CSAT surveys and results to both the business and our customers.
  • Building plans to address problem areas and measuring the results.

Dell Technologies (Virtustream) – Senior Customer Success Manager (2017 – 2021)

• Manage all technical and functional aspects of service delivery.
• Proactively working with clients to manage resource consumption and capacity.
• Single point of contact for incident management, providing centralized coordination of all remediation efforts.
• Lead quarterly business reviews, including roadmap, executive scorecards, and briefing on technology and process evolutions
• Assist with business development in both a pre and post-sales capacity and identify areas where Virtustream may be able to offer improved service and/or reduce client’s operational costs throughout the engagement lifecycle.
• Operational management tasks which include SLA management/compliance/reporting, contract management
• Proactive statistical analysis of performance data with recommendations to optimize performance and utilization
• SAP best practice recommendations and potential run optimization, status reporting via weekly checkpoint meetings
• Customizing billing reports, accelerated and ongoing knowledge transfer between client and corporate leadership
• Respond to customer inquiries and provide customer escalation, act as the point of contact for RCA requests
• Track and report on incident and service requests and ticket aging
• Provide monthly reports outlining the consumption of computing resources.

Manhattan Associates – Senior Manager Cloud Services (2015 – 2017) Entrepreneurial position within Manhattan Associates responsible for sales, customer satisfaction, and process development.  Helped grow the department from 7 to 24 resources and $2 Million to $20 million in revenue in 2.5 years.

• Business Development
  • Led sales process for Tier- 1 clients.
  • Managed client relationships. 
  • Developed pricing models. 
• Process Management
  • Developed and managed operational processes for SaaS, Managed Services, and Hosting Services businesses, including client on-boarding, on-call support, and project management.
  • Responsible for creating and maintaining staffing models, yearly budgets and growth plan. 
• Project Management
  • Managed teams responsible for solution deployments.
  • Delivered customer solutions in CenturyLink Private and Public clouds, Amazon Web Services, Oracle Cloud, and Verizon Private cloud.  Maintained relationships with hosting partners

Manhattan Associates – Project Manager (2012 – 2015) Led teams of functional and technical consultants implementing enterprise software with multi-million dollar budgets. Key projects included:

• United Natural Foods, Inc – $8B revenue leading natural foods distributor
  • Managed multi-million dollar implementation
  • Led team of 20 people
  • Delivered project on time and on-budget 
• Target – Leading US Retailer
  • Brought in post-go-live to resolve project issues and maintain client satisfaction
  • Developed and managed a cross-functional team consisting of functional and technical consultants, R&D resources, and off-shore (India) resources to rapidly close issues
  • Successfully closed out all issues on time and helped maintain satisfied and referenceable customer 
• Reitmans – 675 Store Canadian Fashion Retailer
  • Led team of 8 consultants
  • Managed challenging implementation of first new version of software

STREAMLITE, Atlanta, GA 2009 – 2012

Light-weight package shipping and logistics company serving business to consumer markets nationally.

Business Systems Architect

Product and Project manager role responsible for prioritizing and driving IT initiatives.

• Product Management

• Prioritized client and internal initiatives to ensure the product met client requirements as well as legal needs and developed new functions and features.
• Managed client relationships. 
• Consulted with Sales to devise client solutions and supporting documentation.
• Designed and developed proposals for the board and executive approval.
• Project Management
• Built template project plans, risk assessments, and requirement documents to reduce onboard time and decrease time to revenue. 
• Drove the IT project for re-branding. The overall rebranding project resulted in AMY (American Marketer of the Year) Award.
• Managed $120,000 budget for vendor-driven inventory-tracking site.

SAGE SOFTWARE, Atlanta, GA 2006 – 2009

Leading $1.7 Billion business management software firm servicing US & Canadian small and mid-sized corporations.

Relationship Manager and Integration Manager 

• Appointed by the Executive Team to re-align the $500M Health Care division.
• Led $2.5 Million project establishing medical clearinghouse. 
• Developed management plan for future IT integrations. 

Senior Business Analyst 

• Directed team of six business analysts for a 9-month SAP definition and integration project.
• Engaged in contract negotiation and vendor management to ensure project deliverables were met consistently for contract labor.
• Interviewed, hired and managed contract business analysts for integration projects, content management system implementations, and Site Redesign.

From 1999 – 2006 I worked at IBM Global Services as a consultant and UPS as both a Functional and Business Analyst.

Education

• Georgia State University – MBA in Ecommerce – 2003
• Clemson University – BS in Computer Information Systems – 1999
• Villanova University – Certification in Business Analysis – 2008