• Responsible for all clients in the Americas region, 200 accounts ranging from SMBs to large enterprises.
• Develop and maintain strong client relationships, acting as the primary point of contact for escalations and
strategic planning.
• Lead team of customer success analysts, providing mentorship and guidance to achieve departmental KPIs.
• Collaborated with sales, product, tech, support, implementation teams to advocate for customer needs, drive
product enhancements, communicate issues and feedback.
• Act as main point of contact for Tier 1 accounts requiring white glove treatment and assign new accounts to
analysts as needed.
• Host weekly/bi-weekly calls with Tier 1 complex accounts and run QBRs, Bi-annual reviews and ABRs including
roadmap, updates, new functionality, and strategic next steps to improve partnership.
• Increase product adoption and usage among client population by identifying opportunities for growth, necessity
for trainings and engagement calls with internal stakeholders.
Strategically manage 20 accounts ranging in size from SMB to large enterprises by developing an understanding
of each customers’ unique business needs and helping them succeed with the right TruSight products.
Maintained 100% client retention with a revenue of $5M.
• Successfully manage wearing multiple hats and navigating the startup environment, reporting directly to CRO
and CEO.
• Responsible for managing the successful roll-out of TruSight products to customer third party program teams, by
building out project timelines, scheduling training sessions with appropriate stakeholders, and managing the
delivery and consumption of TruSight products.
• Work closely with Sales and Product Teams to develop engagement strategies and improve customer readiness
pre-sales and support customers to ultimately drive retention, expansion and upsell opportunities.
• Coordinate and lead Quarterly Business Reviews (QBRs) to drive value realization benefits for our customers to
drive customer satisfaction and renew business.
• Lead and work closely with Marketing Team on news releases and customer communications, such as webinar
sessions for customers and prospects highlighting different topics to engage the customer population and others
in the industry.
• Internal advocate for clients and external advocate for company, capture client requirements and feedback and
communicate findings internally to appropriate teams to improve client engagement while also advocating for the
company to clients.
• Managed third-party relationships through engagement tactics and conveyed value proposition by assessing
vendors’ current due diligence process and developing a personalized, optimal use-of- platform for each vendor.
• Onboarded and trained customers becoming lead team member and assigning accounts to other team
members.
• Developed the official reporting dashboard on KY3P platform for clients by gathering client requirements and
applying product knowledge to display key metrics.
• Held quarterly calls with clients to gather client expectations and requirements for new platform releases and
communicated internally with cross-disciplinary teams (devOps, product, eng, operations) to collaboratively
develop prototypes of new platform releases.
Managed active accounts with companies and performed full cycle staffing by acquiring open position reqs and
filling them via own candidates.
• Interviewed candidates for contract, contract-to-hire and permanent/Direct Hire opportunities.
• Coordinated client/candidate interviews including debriefing candidates post interviews, presenting offers, and
negotiating pay rates.
• Used staffing systems and tools including relational database applicant tracking systems, documenting actions
in real-time.
Project: NASA FUSION: “Facilitating unified systems of interconnected networks”, a collaborative project with 5
other universities focused on providing countermeasures for teamwork performance in long duration exploration
missions.
o Design and conduct primary research to understand communication systems and teamwork behaviors
during critical incidents.
o Leverage in-person interviews with astronauts to understand behaviors, level of involvement with other
teams, and systems set in place during critical incidents.
o Manage 6 direct reports through mission and resource allocation and developing reporting systems for
organizational purposes and coding techniques.
• Project: Prisma Healthcare: research project for Prisma Healthcare focused on organizational effectiveness
initiatives.
o Research and analyze communication systems for effective e-mail policies in the healthcare industry
through a grant with Prisma Healthcare.
Facilitated and managed the sales process from first sales meeting to closing to account opening.
• Helped facilitate funding of over $125MM in assets by working with all departments of the firm to fully onboard
clients as quickly as possible.