A customer’s experience is the primary value differentiation in a brand.  A lasting truth I have already taken in my career is when you can intertwine a complimentary experience in both your product and service offerings you have ultimately established your competitive advantage.

I am very fortunate and lucky to have the privilege to place both my customer’s successes and those of the companies I have built or worked for at center stage.  My passion always lyes in driving value realization while serving as the chief happiness engineer for customers!

 

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Panel 1

COO and CCO | FuelNOW

July 2017 – February 2019

Company Summary.

FuelNOW (https://fuelnownetwork.com/) is a digital solution that connects fuel wholesalers, 3PL common carriers, and retail gas station operators together in a digitally unique way.  The Oil & Gas industry is plagued by a largely fragmented last mile ecosystem.  FuelNOW’s technology is solving for two major problems during the delivery’s life cycle: (1) bringing visibility during delivery fulfillment for all parties, which establishes equal transparency, and (2) increasing the cash flow cycles by establishing credible freight invoicing for all simple and complex full truckload freight charges.


Chief Operations Office  |  Chief Customer Officer

As employees #1, my eyes were set on bringing exponential impact to the Oil & Gas industry.  As acting CEO, I led the charge in establishing FuelNOW as a digital platform and solution solving real-world problems in the downstream value chain.  As COO, my role encompassed many day-to-day responsibilities that laid the foundation for a fast-growing tech. start-up.  As CCO, I established the strategic product vision to expand value across the ecosystem, which also resulted in bringing net-new revenue opportunities.  I crafted the market adoption experience and retention strategy, both in the product as well as in the customer-facing organizations.  Further, I led the interviewing and hiring strategy, specifically aimed at attracting and hiring a unique blend of talent that aligned with our culture ethos.

Initiatives Most Proud Of:

  • Captured strategic investment that led FuelNOW’s initial pilot product to achieve MVP and MaxVP market delivery in 12 months
  • Re-engineered enterprise scale multi-market value realization strategies,  achieving an expanded market adoption whilst establishing net-new SaaS revenue channels
  • Led and secured a large Oil & Gas Major channel partnership, resulting in $125M revenue potential over a 10-year term
  • Took a start-up concept to a SaaS, operationalized business in 6 months
  • Established and drove customer-centric, high-growth culture
  • Achieve 100% CEO approval rating on Glassdoor

Achievements Most Noteworthy:

  • 0% Customer Churn
  • 75% Increase in TTV (Time-To-Value)
  • 388% MRR Revenue Growth
  • $1.5M Services Revenue Realized In Year 1 of Operations
Panel 2

Alert Logic | Global Customer Success Leader

June 2015 – April 2016

Company Summary. Alert Logic, the leader in security and compliance solutions for the cloud, provides Security-as-a-Service for on-premises, cloud, and hybrid infrastructures, delivering deep security insight and continuous protection for customers at a lower cost than traditional security solutions.


Customer Success

Like a rocket ship taking flight, I came into this role at Alert Logic with a zest to curate a global Customer Success dynasty.  From shaping the strategies targeted at the direct consumer market, as well as the partner segment, an initial and formative responsibility I held was in crafting and developing the tools, metrics, and processes for the Customer Success Organization.  Simultaneously, I oversaw the organization’s operations and worked with executive leadership in aligning customer-centric initiatives across other organizations within the company.

Initiatives Most Proud Of:

  • Developed the organization’s touch-point strategies and playbooks, per market segment and persona
  • Crafted Alert Logic’s first generation Customer Health and Value Index Model
  • Influenced corporate, cross-functional culture towards customer-centricity
  • Established a global, high-performing customer success team consistently recognized  internally by leadership and externally by customer stakeholders

Achievements Most Noteworthy:

  • Achieved 98% net revenue retention
  • Decreased customer churn rate to 2%
  • Decreased the customer TTV (time-to-value) by 80%
Panel 3

Avalara | Senior Director, Global Enterprise Success

March 2011 – June 2015

Company Summary. Avalara is disrupting the status quo in the “scintillating” world of sales tax management since 2004, and they continue to blaze new roads in this very old industry. From the beginning, the dedicated team of revolutionaries has worked day and night to help businesses of all sizes achieve compliance by providing a fast, easy, and accurate way to manage transactional taxes.

 


Customer Success and Strategic Value

Building on my experiences and achievements in leading the Professional Services (Onboarding) and Customer Care organizations, I took on a new role in developing Avalara’s first Enterprise Strategic Value and Success organization.  A business challenge was ahead of us as revenue retention and market capture was at risk due to increasingly dismal product adoption and wavering sentiments from the enterprise market and high-visible brand segments.  The organization was developed to serve the company’s highest strategic customers, as well as the enterprise market, resulting in multi-year, multi-million dollar high-revenue retention and upsell achievement.

Initiatives Most Proud Of:

  • Pioneering an organization that was able to demonstrate immediate impact to the business challenges
  • Conceived and developed the organization’s first Customer Happiness Index Model
  • Nurtured and led results-driven cross-collaboration initiatives between internal and external C-Levels, which ultimately established trusted partnership dynamics

Achievements Most Noteworthy:

  • Retained 100% net MRR (monthly recurring revenue)
  • Achieved 1% customer churn
  • Increased MRR value by 20% from cross-sell / up-sell

 

Professional Services and Customer Care

At a pivotal transition from a perpetual license and on-premise solution model to a SaaS license and delivery model, I joined FuelQuest (acquired by Avalara) to help maneuver their Professional Services organization to a new generation.  Mapping the delivery model, developing the processes and tools to support the customer experience, and developing the talent strategy and skills matrix were a few of the initial endeavors my team and I focused on.  Ultimately, this organization was morphed from a traditional consulting model to a high-performing solutions onboarding/delivery team that captivated customer trust while influencing TTR (time to revenue) and TTV (time to value) harmoniously between corporate goals and customer expectations.

With the Professional Services team making an exponential impact, I was asked to also assume the Customer Care organization as they, too, were in a time of transition.  Indoctrinating a customer-centricity culture served the Professional Services team well and my focus with the Customer Care team was to begin integrating this, as well as tackling technology and process improvements, that would align towards a higher customer experience.

Initiatives Most Proud Of:

  • Crafted the company’s product and services MRR projections model
  • Developed and executed a partner delivery model that enabled technology and industry experts to also serve as trusted, certified solution delivery teams in the market for our solutions, without compromising TTR / TTV goals
  • Curated a high-performing, innovative, and thriving team culture
  • Led a variety of corporate product and service contract modification initiatives that decreased corporate risk exposure without compromising market needs
  • Crafted a thorough, and effective, product delivery training model that offered meaningful insight into the team’s ability to execute projected customer experiences; this also served as a secondary tool for new-hire readiness levels related to product knowledge and deliverability

Achievements Most Proud Of:

  • Increased TTR by 20%, year-over-year
  • Directly impacted an increase of 18% on NPS results
  • Achieved 88% growth in services revenue, while simultaneously driving product TTR / TTV results
  • Achieved highest employee retention rates within my teams, with year-over-year average of 90%+ retention
Panel 4

CEO | Werkadoo

August 2008 – March 2011

Company Summary.  Werkadoo was on a mission to disrupt the way companies and professionals identified how they were best fit for one another.  As Co-Founder, and CEO, my vision was in deriving a SaaS solution, with a powerful algorithmic engine and model, that empowered professionals to easily determine which opportunities aligned most to companies and positions they are most apprised to thrive.  And, on the opposite, this same engine was leveraged by hiring personnel, recruiting companies and decision makers to evaluate which talent in the stratosphere was most aligned to the talent they should hire because their company and/or opportunities matched to the dimensions an individual(s) was poised to thrive.  At the end of the day, both people and companies want to flourish and the Werkadoo platform made the connection easier!


CEO, Co-Founder

My start-up came from a deep-rooted desire to make a meaningful impact on professionals and the business world.  My role was primarily in the day-to-day operations while simultaneously bringing a concept and product to the market.  Doing this naturally required investor relations, conducting pitch events and conferences, curating the alpha and beta strategies, remaining intimately involved in product management and marketing, overseeing the product development life cycle, and establishing and meeting product validation milestones.  I was heavily involved in the customer journey strategy, and in establishing a customer success culture from the very beginning.

Initiatives Most Proud Of:

  • Conceived and nurtured an idea to a SaaS product in the market
  • Consistently achieved or exceeded, product validation milestones
  • Formed a unique team and culture that embodied passion, drive, empowerment

Achievements Most Noteworthy:

  • Honored by DowJones as 2009’s Top Innovative Company
  • Received the 2009 Most Promising Company Award from Rice University’s Web 2.0 IT Venture Forum
  • Recognized as a 2010 FastTech 50 Finalist
  • Received the 2010 World’s Top 100 Most Promising Technology Start-Up Award
  • Received the 2010 Best New Company of the Year Stevie Award
  • Received the 2010 Most Innovative Technology Finalist Stevie Award