Customer Experience executive with 20+ years as an ‘athlete’ responsible for Sales, Success, Support & Operations in hyper-growth companies.
Expertise in the strategies of building and optimizing the Customer’s experience. Exceptional listener with proven ability to create cohesive teams designed to build customer loyalty, increase revenues, and reduce churn. An established wheelhouse taking on new industries, getting to the root of a challenge quickly, creating passionate teams and scaling smartly.
~ Grew Net Revenue Retention by 1,200% and Gross Revenue Retention by 200%
~ Improved Logo Churn Rate by 175%
~ Reduced cost of support as a percent of MRR by 3.2% while scaling global staff 2.7x, solving a 15x growth in ticket volume, and adding 5 languages.
~ Improved the Customer Experience by reducing First Reply Time 78%, Requester Wait Time 74%, and Full Resolution 89%.
Motivated by the opportunity to help. One learns by doing, and helping others is a great way to do something.
Co-Founder & COO
Mar 2018 – Present
Sip Happens is a wine shoppe created purely from the joy that comes from sharing a bottle of something delicious with friends. Boutique wine, simplified.
As COO the co-conspirator in the creation, launch and operations of a retail boutique wine shoppe.
Feb 2020 – Mar 2020
Peloton is reinventing fitness through connected technology by bringing live & on-demand boutique-style studio classes from the worlds's best instructors to the comfort of your home.
As Senior Advisor, I helped lead the strategy of Member Support's expansion and performance while providing operational guidance, management, and coaching of the Member Support training, operations and service design teams.
Chief Customer Officer
Apr 2017 – Dec 2017
SalesLoft is a sales engagement platform. Leverage industry-leading innovation to help your sales team provide greater value and earn customers for life.
As CCO lead the design, unification, strategy and execution of the Customer Experience organization to achieve long term client engagement, renewal and expansion.
With focus on the customer's adoption, utilization, and success, defined the Customer Service vision and Customer Experience mission throughout the Implementation, Success, Support and Training departments. Accountable for customer net revenue expansion, gross revenue retention, logo renewal rate and CSAT, lead the CX organization's growth and transition from a single customer journey approach to a focused guided experience model matched to client segmentation.
Vice President of Global Support
Sep 2014 – Mar 2017
Zendesk builds software to help companies improve customer relationships through higher customer engagement and better customer insights.
As VP of Global Support lead the strategy and execution of global support to establish the benchmark for a people first support experience.
With focus on the customer, employee engagement and operational excellence, defining the support delivery model in an environment of ever growing complexity and customer growth at a global scale. Accountable for all aspects of the Support Experience: PMO, support operations, critical incident teams, leadership development; achieving segmented service level objectives across multiple product suite; advocating and maintaining the customer health of 94,000 customers; ensuring support agent health through investments in recruiting, career development and cultural engagement.
-Shoutlet (acquired by Spredfast)-
Vice President of Global Field Operations
Nov 2013 – Sep 2014
Shoutlet is an enterprise social relationship platform focused on integrating social data into business helping brands build relationships that build business.
As VP Global Operations responsible for Sales, Channel, Sales Engineering and Lead Generation methodologies, alignment, training, support, and execution in coordination with marketing, account development, product management, and customer experience.
Vice President Corporate Sales
Oct 2011 – Oct 2013
As VP Corporate Sales built strategy and managed team responsible for SMB and Mid-Market sales organization focused on advising Marketing leaders on the integration of social media with digital applications and strategies in lead generation, targeting, sentiment, market research, analytics and customer service.
Americas Sales Manager
Sep 2005 – Oct 2011
Esker is a document automation & order management software solution to help your business cut costs & increase efficiencies.
As Americas Sales Manager developed new and existing sales teams in support of new business solutions and market segments. Trained, coached, implemented and refined sales methodologies. Supported all sales teams via sales tool creation, fulfilling sales engineer role, streamlining services offering and shorten sales cycles to increase Cloud customer acquisition.
NE Territory Manager
Sep 2004 – Sep 2005
Grew new and existing business through direct and channel sales to ensure sales forecasts and goals were exceeded. Oversaw SMB and Fortune 1000 accounts’ product life cycles from pre-sales, installation, and negotiation to the development of long-term B2B relationships with executives and partners.
Executive Account Manager
1999 – 2004
Managed pre-sales staff, system engineers, and lifecycle resources to exceed accounts’ expectations. Increased sales and profit of targeted enterprise accounts through win back and organic growth strategies. Developed and executed existing and emerging sales opportunities and ensured highest level of client satisfaction.
-Evangelical Covenant Church-
Director of CEOP
1998 – 1999
Directed and orchestrated success of newly developed national orientation program. Marketed orientation program to constituents and potential applicants. Designed magazine ads and developed website and brochure materials. Calculated operational costs for advertising campaigns. Established policy by implementing processes for planning conferences and class scheduling for existing and incoming student body. Forecasted revenue and enrollment, and managed expenditures and receivables.