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VP, Customer Success

#servicewins #employeesuccess

New York, NY

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I'm a collaborative customer service professional with 15-plus years of experience focused on delivering service excellence for clients. I am obsessed with how a positive client service experience can elevate a brand, make clients more loyal and drive revenue. 
 
My service philosophy puts the employee first, and focuses inside versus outside. I believe that providing a great employee experience allows employees to then deliver a great customer experience. 
 
I'm especially interested in helping small businesses succeed by putting them on an even playing field with larger companies - in recruiting, business operations and marketing.

Authorized to work in the US for any employer

Work Experience

VP, Customer Success

Justworks
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New York, NY
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January 2018 to Present

With the hiring of a dedicated VP of People and Talent, I refocused my efforts on Customer Success (Customer Support, Onboarding and Account Management).

VP, Employee & Customer Success

Justworks
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New York, NY
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June 2016 to January 2018

Justworks helps small businesses pay their employees and offer world-class benefits with a focus on compliance. Our tech-forward, beautifully designed platform allows business owners to stay focused on what matters while providing a great user experience for their employees.

SVP, Client Services

Indeed
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Stamford, CT
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January 2007 to April 2016

Indeed is the #1 job site in the world. I started and built out the Client Services team. 
 
- Scaled team from zero employees to 600+ globally across 13 locations 
- Focused team and company on key KPIs of client NPS and client retention 
- Launched Small Business (call center) team in 2009, scaled to support 30,000 calls/month 
- Created Account Management (retention) team in 2011, 100%+ historic quota performance 
- Constructed service center model for Training & Development, Product Support and CX teams 
- Invented Social Media Client Service function, delivering wins for user experience and NPS 
- Developed Indeed Lead (manager) and Service Excellence (new grad) rotational programs 
- Represented Indeed in the media, at client speaking events and in product Webinars

VP, Technology

Versant
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New York, NY
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March 1999 to December 2006

Versant is a boutique ad agency with specialties in recruitment advertising and employer branding. I both managed client accounts and consulted on technology projects. 
 
- Ran the firm's largest client account for seven years 
- Grew client revenue YOY through on-site consulting and project management 
- Managed client campaigns, timelines, budgets and media buys on multi-disciplinary teams 
- Developed award-winning Web sites, advertising campaigns and recruiting content 
- Participated in RFPs and new business presentations

Instructor

University of Wisconsin–Milwaukee
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Milwaukee, WI
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January 2000 to May 2003

I developed and taught continuing education technology classes for professional adults.

Producer

Circle 1 Network
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Milwaukee, WI
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January 1998 to March 1999

Circle 1 Network develops generational Web properties and content. I created and managed some of the highest-traffic features and games on its Web site for kids.

Communications Intern

Circle 1 Network
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Milwaukee, WI
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June 1997 to January 1998

Education

Bachelor's in Journalism

Marquette University
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Milwaukee, WI

1994 to 1998

Skills

Call center management (9 years)