About
I am a Senior Manager of Customer Success and a revenue-driven leader. My career is built on advocating and expanding current customers to drive company revenue. I specialize in the critical pillars of customer management, including building lasting relationships, managing complex contract renewals, and resolving escalations with a focus on long-term partnership.Driven by a passion for the field, my ultimate career aspiration is to lead as a Chief Customer Officer, with a specific focus on expanding my impact to global accounts and international markets.Outside of my professional life, I am an avid college football fan (though I'll happily watch any sport available). I also have a passion for movies, music, and all things culinary—I love cooking, eating, and traveling to discover new places and flavors.
Experience
Director of Customer Success
Present
- Report to VP of Client Services and Customer Operations - Own the department-wide strategy and direction for all customer relationships - Accountable for company Net Dollar Retention and Growth - Lead and develop the Customer Success Mangers and Technical Account Manager organizations
Senior Manager, Customer Success
EasyPost · Lehi, UT
• Reported to the Senior Director of Customer Success • Managed a post-sales team comprised of Customer Success Managers, Technical Account Management, and Implementation; Book of Business total around $32M ARR. • Outpaced attainment expectations on Net Dollar Retention • Building and implementing scalable-CS program • Managing in-person customer visits with strategic partnerships and accounts
Manager, Customer Success
EasyPost · Lehi, UT
• Reported to the Senior Director of Customer Success • Managed a team of eight Customer Success Managers • Drove team cohesion and improved sales metrics • Achieved 116% in Net Dollar Retention across the team • Exceeded account expansion quota by 83% • Helped four direct reports gain promotions to hire positions within the company
Enterprise Customer Success Manager
EasyPost · Lehi, Utah, United States
• Managed 40 of the top gross profit accounts • Advised on Logistics Carrier Mix to cut shipping costs for customers • Responsible for managing $220,000,000 in annual gross shipping value • Retained over $4,000,000 in annual gross profit. • Worked with C-Suite Executives to optimize logistics. • Consistently over 100% Net Dollar Retention
Solutions Engineer
EasyPost · Lehi, Utah, United States
• Led customer onboarding for enterprise customers • Cut onboarding time by about 25% • Managed technical relationship for accounts exceeding over $5,000,000 total revenue. • Built implementation plans and guidelines to streamline onboarding
Customer Success Manager
• Engaged with 120 software account to retain business and maintain customer satisfaction. • Responsible for managing and growing $160,000,000 in annual gross shipping value. • Generated an additional $200,000 in annual recurring revenue. • Oversaw growth of annual gross shipping value by 30%. • Researched business models and trends to help companies optimize their logistics. • Provided proactive consulting for customers to help grow business.
Logistics Support Engineer
• Resolved customer concerns and prevented escalation of issues • Led team in number of solved cases and customer satisfaction scores • Acquired additional projects to help resolve systematic issues in operations • Created solutions for internal processes to help customer experience
Athletic Trainer
University of Georgia Athletic Association
● Coordinated the health care of University of Georgia Men’s Tennis Division I student athletes ● Responsible for emergency care of athletes ● Developed and implemented emergency action plans for two venues on campus ● Created injury rehabilitation plans for post-operative and injured athletes ● Mentored undergraduate student athletic trainers
Education
The University of Georgia
Master of Science, Kinesiology and Exercise Science
Brigham Young University
Bachelor of Science, Kinesiology and Exercise Science
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