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CLIENT SERVICES & TECHNICAL SOLUTIONS SPECIALIST

18+ years of experience in Customer Success and Client Services. Specializing in leadership, team building, onboarding, training, adoption, retention, and enablement in enterprise class Software as a Service (SaaS) cloud-based solutions. Account management of portfolios of up to $14M each and management of teams supporting portfolios of up to $45M.

SKILLS

Leadership & Team Management
Enterprise Account Management
Customer Relationship Management
Customer Retention
Client-Facing Presentations
Project Management
Analytics & Reporting
Solutions Consultancy

EDUCATION

BA - Music, Radio, Television – Magna Cum Laude, University of Houston

PROFESSIONAL AFFILIATIONS

Executive Member of the Customer Success Association
Member Society of Motion Picture & Television Engineers (SMPTE)
Member National Academy of Recording Arts & Sciences (NARAS)
Member Audio Engineering Society (AES)
Member Los Angeles Final Cut Pro Users Group (LAFCPUG)

TECHNOLOGIES

Customer Success Management Software: Gainsight, Amity, ClientSuccess
Microsoft Suite: Word, Excel, Office, PowerPoint
CRM/Support/Daily: Salesforce, Wootric, Zendesk, Google Docs, JIRA, Confluence
Streaming Media: OTT, IPTV, OVP, Video and Audio Codecs, Containers, & Formats, Adaptive Bitrate Video Streaming, OTT Video Player Platforms, Content Management & Delivery Systems
Video Transcoding Software: Rhozet, Digital Rapids, Ateme, Elemental, Vantage, Final Cut Pro, Subtitling, Closed Captioning, XML, HTML

INDUSTRIES

SaaS Software
Digital/Streaming/OTT Video
Content Delivery Optimization
Streaming Media Analytics

WORK EXPERIENCE

Senior Director of Customer Success | Owl | 2019-Present

Developed the Customer Success program and team in this SaaS B2B mental and behavioral health assessment and analytics software company from inception to a 5-member team. Provided leadership, performance management, and professional development to the Customer Success team in the behavioral healthcare industry.

Director of Customer Success and Customer Support | Convoso | 2018

Provided leadership, performance management, and professional development to the 10-member Customer Success and Technical Support teams in the United States and abroad managing 110 customer accounts.
Implemented Customer Success software containing playbooks, customer health ratings, and a customer-at-risk early warning system resulting in 50% easier customer management.
Deployed Net Promoter Scoring (NPS) to monitor customer loyalty; increased NPS 50% in four months.
Integrated Customer Onboarding and Customer Support satisfaction surveys (CSAT). Increased Support CSAT 15% in 4 months to an average score of 95%.

Director of Customer Success | Actiance | 2017-2018

Executed customer satisfaction and project management during product implementation for the flagship account with $14 million dollars in annual revenue partnering with IBM and working across several stakeholders, both internal and external.

Customer Success Consultant | Cedexis | 2017-2017

Created and implemented the Customer Success plan which supported 80 customers with $3.6 million dollars in annual revenue.
Developed customer lifecycles and segmentation, health scores, quarterly business reviews, touchpoint cadences, and playbooks.
Drove renewal and churn forecasting for a 10-member Executive team.

Director of Customer Success | Conviva | 2012-2016

Recruited, trained, and led a 13-member global team responsible for $33 million in annual recurring revenue (ARR).
Increased the annual revenue of 40% of the customer base and grew retention from 74% to 96.4% in the first 6 months.
Implemented structure and processes (new sale transition, onboarding, communication cadences, usage campaigns, quarterly business reviews, and renewals) to drive and track company goals of customer satisfaction, revenue growth, and retention.
Recipient of the first Leadership Award, November, 2014.

Senior Customer Success Manager | Conviva | 2012-2014

Managed an Enterprise client portfolio worth $10.5 million in annual revenue including HBO, NBC, CBS, NFL, Fox, Yahoo, DirecTV, Disney, LinkedIn, and Microsoft. Consistently exceeded target objectives for customer satisfaction and revenue expansion, and maintained a 100% retention rate.
Wrote and published 30+ best practice and use case documents used by customers and prospects, and wrote 50+ training documents used internally.
Created and conducted the Sales Technical Training to the 9-member U.S. sales team, contributed to the New Hire Company Training Plan, and deployed the formal CSM training program to 3 other technical departments.
Drove the overhaul of Salesforce to enable CSMs to easily identify revenue expansion opportunities and Product to plan releases and future development.

Manager, Content Engineering Lab | Technicolor | 2010-2012

Oversaw a 3-person team of digital video engineers focused on research, design, and implementation of end-to-end advanced digital media workflow design including the integration of business, media management, and delivery systems for Enterprise clients such as Paramount, Sony, Disney, Warner Bros., Fox, Apple, and AT&T.
Engineered workflows via video compression formats including multichannel and multi-language audio, subtitles, closed-captioning, and 3D video. Evaluated hardware and software. Published technical and distribution spec workflows.
Initiated the automated solution to allow 3D subtitles into the 2D digital content space facilitating successful 3D subtitling on all global films.

Head of Onboarding & Digital Media Engineer | Ascent Media | 2007-2010

Provided file-based video and audio workflow design and engineering expertise to over 207 customers of Sony Pictures and Paramount Studios.
Owned the customer onboarding process and improved and scaled it which significantly shortened its duration from 2 weeks to 1-2 days.
Discovered a method to monitor 302M master audio format previously unavailable to the company.

ADDITIONAL EDUCATION & CERTIFICATIONS

Los Angeles Valley College | French
Moviola Digital Education Center | Final Cut Pro Certification
Santa Monica Academy of Entertainment & Technology | Final Cut Pro
Southeast Pro Tools Training Center | Pro Tools Operator Certification
Solid State Logic | SSL Console Certification
San Jacinto College | Audio Engineering & Acoustics