Customer Success: Strategic Accounts and Escalations  •  Zendesk

January 2022 - June 2023

As a member of the Customer Experience (CX) and Insights Leadership Team, I had full responsibility for the design, implementation and management of the Global Risk Management, Strategic Escalations and Governance programs.

Designed, implemented, and managed Global Risk Management, Strategic Escalations, and Governance programs, emphasizing operational excellence.

Pioneered and led the innovative "Account Save and Growth" program, focusing on customer satisfaction, risk mitigation, and growth opportunities.

Directly engaged with more strategic customers at the C-Suite and SVP levels to create white-glove strategic account plans, enhancing communication and alignment on business objectives to ensure long-term success.

Introduced data-driven models for customer health scoring, driving effective customer prioritization.
Established a CX Governance Council for cross-functional collaboration and meeting retention goals and identifying new areas of cross-sell / up-sell.

Executive Customer Success Manager  •  Citrix

July 2020 - December 2021

Formulated and executed strategies to drive enterprise customers' successful outcomes.
Achieved a 65% increase in SaaS/Cloud product adoption for a portfolio exceeding $30M ARR.

Owned the post-sales relationship and success for Citix's top 2 largest cloud-forward customers, consisting of more than 200,000 combined licenses and $3M in ARR.

Managed relationships at both executive and manager levels, showcasing effective communication.

Led collaborative efforts across internal teams for proactive and reactive success planning.
Identified and pursued cross-sell and up-sell opportunities while conducting Executive Business Reviews.

Director, Critical Escalation Management and Customer Success Executive  •  Salesforce

August 2015 - July 2020

Built and led company-wide programs for critical situation management, emphasizing operational excellence.

Owned the post-sales relationships for a $10M portfolio of strategic, enterprise-level customers,  

Worked across all lines of business (internally and externally) to identify business objectives and drive the long-term success strategies, while identifying areas of revenue expansion (Professional Services engagements, new license expansion opportunities, up-leveling to Premier support models) 

Coordinated cross-functional teams for rapid issue resolution, enhancing cross-functional collaboration.

Launched proactive engagement models for at-risk customers during high-impact periods, showcasing problem-solving skills.

Developed strategic proactive and reactive success plans for corporate acquisitions, emphasizing change management.

Implemented product and process feedback loops for continuous improvement, fostering innovation.

Provided training to enhance crisis management and engagement skills, demonstrating leadership capabilities.

Critical Accounts Director  •  Marketo, an Adobe Company

May 2014 - August 2015

Established a Critical Accounts and Strategic Escalations Program to resolve impactful situations, emphasizing operational excellence.

Conducted executive-level critical customer escalation meetings, showcasing strong communication.

Expedited issue resolution and conducted post-event analysis, focusing on problem-solving.

Ensured long-term relationship sustainability, fostering collaboration.

Critical Accounts and Escalations Director  •  SuccessFactors

April 2013 - May 2014

Managed a portfolio highly escalated strategic accounts and utilized customer analytics to identify at-risk customers.

Provided proactive and reactive account management for strategic cloud customers.

Cultivated trust with key decision-makers to boost satisfaction and reduce attrition risk, emphasizing communication and change management.

Principal Customer Success Technologist  •  Salesforce

September 2011 - April 2013

Drove technical success for portfolio of enterprise SaaS CRM customers. 

Became trusted technical advisor and ensured they received top value for investment in Salesforce.com. 

Partnered effectively with all levels of personnel across organizations.

Senior Principal Critical Accounts Manager  •  Oracle

August 2006 - September 2011

Providing the highest level of customer escalation management for Oracle Global Support Services.

Support Account Manager  •  Oracle

June 2004 - August 2006

Overall responsibility for developing effective communication plans and long-term relationships with Siebel’s largest and most important customers to ensure 100% success within the Technical Support operation.