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Resume

Work
Experience

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2016 - 2022

Success Manager, Support Manager

For over five years, I have been an advocate and trusted advisor for my clients.  I have guided them through the on-boarding process and learned who they are and what they need.  I stayed by their side and became a partner.

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I also led a support team.  I coached them on team work and effective communication.  I guided them on process and proceedure.  I mentored them and helped them find their career paths.

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See some of my key successes here.

2008 - 2016

Consultant, Account Manager, Help Desk Manager

Over eight years I served in a variety of roles for two organizations in the alternative assets space, to guide and enable our clients success.  I trained them on our solutions, so that they could use them confidently.  I supported them as they encountered issues and had difficulty.  I understood their needs in order to develop solutions to meet their needs.  I transferred and transformed their data to accelerate their use of our software.

Before

Sales, Support, Marketing

In earlier roles, I learned about the world of business and earned my stripes as a customer focused professional. I learned how to communicate and present to customers at all levels.  I came to understand their needs, and communicated solutions.  I gained knowledge around selling and marketing.

Education

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Chris, from his days as a craftsman, educator, and interpreter at Old Sturbridge Village, a living history museum in Massachusetts

Clark University GSOM | MBA

While working professionally, I attended Clark University's Graduate School of Management, obtaining an MBA, focusing on marketing and entrepreneurship. 

University of Massachusetts | BA - History

I completed a degree in history, with a focus on colonial American and early U.S. history.  I obtained an internship at Hancock Shaker Village in Massachusetts as part of the curatorial department, cataloguing their extensive inventory of shaker furniture.

Other Training

  • Woodbadge Leadership Training

  • SuccessCoaching CCSM Level 1

  • SuccessCoaching CCSM Level 2

Expertise

  • Consultative selling of add-on services to expand client's success.

  • Leveraging cross-functional collaboration across all success activities.

  • Presenting to stakeholders at all levels of an organization, and building confidence and trust.

  • On-boarding clients and transitioning them from sales to success and other services.

  • Creating programs designed to open cross-selling and up-selling opportunities.

  • Creating and driving revenue retention and risk mitigation strategies.

Software and Technology

  • SaaS, ASP, and on-premise software delivery models

  • Salesforce

  • SaaSOptics

  • Jira Service Desk and Project

  • Trello (Kanban)

  • Office Suites (G-Suite & Office365)

  • Web Conferencing (Zoom, Teams, WebEx)

  • Virtualization

  • AWS

Skills

Metrics and KPIs

  • Customer Satisfaction (CSAT)

  • Net Promoter Score (NPS)

  • Net Revenue Retention (NRR)

  • Monthly/Annual Recurring Revenue (ARR)

  • Customer Retention Rate

  • Retention Risk

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