About
Curious and engaged professional with proven success in quickly adapting to new challenges and helping bring out the best in others. My early career preparation as an academic in the field of Classics and experience working in various roles within Higher Ed institutions not only sparked my passion for teaching and enabling others, but instilled in me the belief of the transformative power of expanding educational opportunitites for all. This work also provided me with insight into the complexities, motivations, and challenges that HE stakeholders navigate which has served me well in my experience as first a technical presales expert on EdTech SaaS platforms and then as a Customer Success leader serving the EdTech sector. My work in a data analysis and QA capacity in a medical-related non-profit speaks to my proficiency in gleaning insights from data (including formulating useful queries and identifying and addressing process and data gaps in order to optimize organizational outcomes)--…
Experience
Senior Director, Customer Success
Responsible for leading company's largest team of Customer Success Managers, providing post-sale care for largest client segment by $ARR for leading global EdTech company. Collaboratively develop and lead comprehensive organizational transformation of CS org to de-silo teams, refine systems and processes, and optimize alignment of CS activities to changing business needs. Provide people-centered leadership informed by the psychology of change through company merger and organizational transformation, resulting in exceptional employee retention and engagement. Lead and contribute to cross-functional projects to advance the client experience, support product excellence, and identify areas for operational improvement with a client-centric focus.
Director, Client Experience Management
Took on an under-resourced team and over course of first 18 months: stabilized client care model, successfully tripled size of team (hiring and onboarding team members, with exceptional employee retention and performance results), and achieved goal of 100% dedicated client coverage for HigherEd and K12 clients in US/Canada. Developed pilot program for dedicated modernization-focused CS care to accelerate adoption of SaaS deployment and latest UI for flagship product that successfully led to the establishment of a permanent team focused on client modernization. Engaged data science team on specific project to evaluate large sets of data on past-churned and retained clients to discover most relevant predictive factors, so that client journey could be adapted to better support client retention and mitigate risk in client lifecycle. Evaluated, selected, and implemented company's first Customer Success platform.
Sr. Solutions Engineer
Maintained deep functional product expertise on Blackboard's solutions (including: the flagship Learning Management System "Learn", Moodle-based product "Open LMS," plus a variety of additional Blackboard products, services, and partner solutions) as well as market/industry awareness in order to deliver compelling pre-sales product demonstrations and to support competitive re-evaluations against other solutions in market. Designed and executed compelling pre-sales presentations, customer adoption engagements, and RFx technical proposals covering Blackboard’s Teaching and Learning solutions.
Solutions Engineer
Spotlight Award March 2020 Circle of Excellence 2018 North America Higher Education Solutions Engineer of the Year 2018 North America Higher Education Sales Partner of Q3 2018 North America Higher Education West Solutions Engineer of the Year 2015
Quality/Data Specialist
Designed new data reports, educational and reporting projects, procedures based on proactive assessment of current and future needs of medical non-profit org, working entirely independently with minimal supervision. Created and delivered targeted enablement to field staff on specific protocols and practices required for operational efficiency and risk management in FDA-regulated space. Collaborated with in-house and external software developers to design, trouble-shoot, and optimize end-user experience of highly specialized local and web-based databases.
Graduate Instructor/ Instructor
Instructor
Education
University of Minnesota
PhD, Classical and Near Eastern Studies: Latin
University of Minnesota
MA, Classical and Near Eastern Studies: Latin
Truman State University
BA, Classics
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