Customer-focused EdTech leadership now driving product innovation with a deep understanding of user needs.
I am an experienced EdTech and SaaS leader with a passion for customer success. Over 15 years of driving engagement, retention, and operational excellence by turning customer insights into product improvements, using data to inform strategy, and building strong teams. I thrive on collaboration, creating scalable solutions that enhance customer satisfaction and drive lasting impact.
SKILLS
Customer Insights and Research
Skilled in gathering and analyzing customer feedback to drive product improvements and enhance user experiences.
Data Driven Decision Making
Proficient in using data analytics to inform strategic decisions and optimize business outcomes.
Product Advocacy
Experienced in influencing product features and outcomes by advocating for customer needs.
Cross-Functional Collaboration
Experienced in working across departments, including product, support, marketing, and sales, to align stakeholders & prioritize initiatives.
Product Subject Matter Expertise
Deep understanding of the product and its impact on customers, enabling effective advocacy, feature recommendations, and strategic decision-making based on user needs and industry trends.
Team Leadership
Proven ability to mentor and guide teams, fostering a culture of collaboration, accountability, and continuous improvement to achieve business and customer success goals.
EXPERIENCE
Customer Success Leader and Product Liaison @ Macmillan Learning
Jan 2016 - Present
I lead the customer success team in driving product improvements, engagement, and retention by leveraging customer insights, implementing data-driven strategies, and collaborating with Product, Marketing, and Engineering.
Senior Sales Representative @ Macmillan Education
Aug 2008 - April 2015
I successfully drove technology sales by delivering impactful product demos, showcasing value to customers, and leveraging deep product knowledge to drive adoption and revenue growth.
Founder, Head of Product and Sales @ eCharts
Feb 2006-2008
Founded a software company where I managed the development of a SaaS product, gathering customer feedback and overseeing the implementation of an online record-keeping solution for mental health facilities.
CASE STUDIES
Automated Scheduler: Collaboration & Implementation
Streamlined the scheduling of external meetings by driving a company-wide initiative to adopt a single platform.
Adoption Diagnostic Tool: Data Research and Creation
Identifying early potential issues at primary accounts through gathering and analyzing key metrics
Ai-Powered Note Summarizer: Customer Research and Dev
Saving behavioral health workers time on their notes so they can focus on their clients through an AI driven note taking tool.
ACHIEVEMENTS