Experience

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  Harley davidson financial services

  Feb 2003 - Jul 2003

  Loan underwriter

  Loan underwriter for motor vehicles. Assessed credit reports for potential credit applicants and made financing decisions based on applicant background, credit history and current lifestyle. Highly autonomous position with high dollar decision making ability.

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  Hohmann, taube & summers, llp

  Nov 2003 - Nov 2005

  Litigation paralegal

  Performed litigation support for a high-profile boutique law firm specializing in corporate litigation, bankruptcy, insurance receiverships and contract law.- Utilized financial and business background to support attorneys in all phases of litigation.- Gained an insider's knowledge of corporate lawsuits, including contracts, workers compensation, wrongful termination, severance and executive benefits packages, and accounting transparency/fiduciary duty. - Performed research, stock analysis, document review/analysis and caselaw research on a variety of cases, aiding in case strategy which resulted in favorable decisions for our clients.- Assisted counsel in the courtroom with jury selection, exhibit presentation and case defense.- Was invited to present at the State Bar of Texas - Paralegal Division's "Texas Advanced Paralegal Seminar" in September 23, 2005, alongside firm partner. Presentation topic was "Trying a Mold Case from the Paralegal's Perspective." Show less

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  Howdy honda

  Nov 2005 - May 2008

  Director of human resources

  Charged with developing human resources infrastructure, philosophy and policies to support business growth at a multi-million dollar company with no previous HR strategy, outdated and fragmented policy base, and little legal compliance oversight. Actively managed all aspects of human resources and legal compliance for 160+ employees.- Worked with management to establish HR department, ensure legal compliance and rebuild policy infrastructure.- Developed full base of company policies and procedures, resulting in a decrease in worker's compensation and unemployment claims- Successfully negotiated, designed and implemented partially self-funded health plan and all functions inherent to benefits administration, resulting in $32,500 in cost savings in the first 3 months of operation.- Maintained turnover of 6.5% in 2007 during 400% facility growth and 30% personnel growth - Established training programs and policies for legal compliance Show less

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  Rising medical solutions

  Jun 2008 - Jun 2015

  Director of talent management

  Responsible for overall management of all human resources aspects for employees nationwide, including: benefits negotiation and administration; total rewards programs; HR information systems implementation; recruiting; employee relations; performance and career management; corporate training & development; policy creation, enforcement and revision; departmental budgeting and legal compliance. Managed staff of HR generalists, recruiters and a training & development specialist.Development & Maintenance of HR Infrastructure:- Within first 6 months of employment, successfully brought company out of PEO arrangement into a self-managed human resources system- Created award-winning employee handbook to align with strategic corporate culture initiatives- Developed an unlimited PTO program which ultimately reduced financial liability and increased employee satisfaction and engagementTechnology Innovations & Implementations- Managed implementation of two HRIS, two performance management systems, Sharepoint-based programs and modules, learning management systems, and more- Played key role in development of Sharepoint-based company intranet, including responsibilities for online content, development of recruiting workflows, and creation of online performance management system- Served as administrator for several employee-facing technologies, frequently working with vendors to enhance user experience and maximize Company utilizationTraining and Engagement- Established training programs for new supervisors, communications strategies, performance management, and employment law in the workplace- Developed several key cultural initiatives, including a career development program and a flexible work environment & time off restructuring plan- Kickstarted the Company's first employment branding endeavors, including social media roll-out and a partnership with Marketing to promote and increase Rising's social media presence Show less

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  Mindshare

  Jun 2015 - Jul 2017

  Sr partner, director of human resources

  As HR Business Partner for the second largest office in North America, I worked to make Mindshare the partner of choice in the advertising industry, for both clients and employees. Responsible for partnering with local, national and global leadership to develop and execute programs across the employee life-cycle, while providing strategic HR consulting to business units, employees, and executives.Key Accomplishments:- Grew office headcount by 65% in one year, while decreasing turnover, largely by creating innovative local programs for recruitment, employee engagement, cultural initiatives, and talent management- Collaborated with Global talent community to design and implement initiatives on employee rewards, benefits, and onboarding- Developed and managed communication strategy for rollout of new performance management system across ~1000 users and 5 North American offices, including training materials- Devised and presented training for Mindshare and parent company HR & Finance teams on new FLSA regulations- Selected as strategic partner for local advertising organization, working on campaigns to increase visibility of the Chicago market for recruitment- Technology search and vetting for peer to peer performance feedback and recognition system Show less

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  Sage

  Jul 2017 - now

  Responsible for leading the Customer Success transformation across Sage's small segment and specialty lines of business in North America, through optimization of the customer lifecycle and delivery of continuous improvement initiatives. Product lines include Sage People, Sage 50, Sage HR, and Lockstep / Sage Accounts Receivable Automation (SARA).Managing multiple product lines in the accounting, financial, and HR space, my team owns customer success, onboarding, and enablement activities for over 62,000 customers through a mix of white glove, traditional, and tech-touch approaches.Key initiatives have included an overhaul of the customer journey, spinning up a CS practice for new product offerings, deployment of a "save desk" to provide intervention during the customer support journey, and the introduction of a churn reduction pilot aimed at high-risk accounts. Show less As part of our Customers for Life Center of Excellence team, I manage process improvement and change management across the customer success and support functions in the UK, North America, and Australia. Key highlights include:- Established global documentation & best practices for the customer success function, providing quicker onboarding and knowledge management for colleagues, while allowing for local geo variations. I used my work on this project to form the basis of a CS enablement program, to quickly upskill CS resources in new geographies, currently being piloted in a new European locale.- Deployment of a sanctions compliance program, including customer and colleague-facing automation via Salesforce, for customer success, sales, order management, and professional services, allowing Sage to operate compliantly in a complicated business environment. The model has since been considered for inclusion in the business practices of other Sage products.- SME for all go to market (GTM) activities within the product life-cycle, leading discussions around release management and customer release deployments. Frequently consult and collaborate with leadership peers from Product Management, Engineering, Release Management, Product Marketing, and UX.- Frequent collaboration with our CRM support team to devise Salesforce improvements to assist colleagues in CS & Support.- Managed multiple global projects including deployment of a new rNPS tool, wholescale revision of Executive Business Review (EBR) program, new Bugs management process including customer visibility and internal process retooling, deployment of Salesforce Subscriber Console for managing customer support, and more.In this role I also served as the interim Head of Technical Excellence, leading a global team of about 25 colleagues focused on delivery of customer, partner, and colleague support. This was an interim role while a new Head of Technical Excellence was being hired. Show less Responsible for leading all Customer Success and Support activities for our direct install base of customers as well as building & scaling processes on both the global and local level. Involves frequent collaboration with our CRM support team to devise Salesforce improvements to assist colleagues in CS & Support.This role focused on the successful delivery of customer-facing services post-implementation, namely:- Account Management, including renewals, customer onboarding, cSAT- Customer Success, including adoption programs, NPS, executive engagement- Tech Support, including email, phone, and community-based assistance- Release deployment into customer orgsIn this role I also briefly managed the Customer Support team due to a temporary organizational change, consisting of 15 individuals based in North America and the UK. Show less Responsible for Customer Success, revenue retention, and satisfaction across the US, Canada & Caribbean, with advisory duties for Australia.- Since joining Sage People as a CSM in 2017, have maintained 94%+ renewal rate, with year over year ARR growth- Developed and trained global team on new customer business review process based in Salesforce- Created CS framework model, mapping the customer experience journey to Salesforce automation & CS touchpoints- As a highly proficient Salesforce system administrator, leverage that knowledge with both clients and internal users on improvements / system troubleshooting- Frequent guest speaker for webinars, seminars, and events about technology in the workplace- Developed CS model for VAR partner engagement, currently under roll-out Show less

  • Director, Small & Specialty Customer Success

    Mar 2024 - now

  • Global Process Director, Customer Success & Support (HR & Payroll Business Unit)

    Oct 2021 - Mar 2024

  • Senior Services Delivery Manager, Customer Success & Support (Sage People)

    Feb 2021 - Oct 2021

  • Head of Customer Success, North America (Sage People)

    Aug 2019 - Feb 2021

  • Manager, Customer Success - North America; interim Global Customer Success lead (Sage People)

    Feb 2019 - Jul 2019

  • Customer Success Manager (Sage People)

    Jul 2017 - Feb 2019