Senior Regional Director, Customer Success
​8/2022 - Present
  • Led a cross-functional team - increasing retention, reducing churn, improving onboarding experience for $15mm ARR portfolio of enterprise partners and software end-users in 11 states across the southeast US. Achieved 100% quota attainment YoY, 2019-2023.
  • Developed and implemented a system for documentation and distribution of customer success stories, contributing to a 25% increase in up-sell and cross-sell opportunities across enterprise partners and software end-users.
  • Coordinated and executed internal and external Monthly Business Reviews, leveraging feedback to refine strategy and service offerings.
  • Maintained and utilized feedback loop with customers parlaying feedback into viable product innovation suggestions, improving the product portfolio's overall user-friendliness and viability.
  • Collaborated constantly with sales and product teams to ensure consistent alignment of product offerings and their long-term viability ensuring high renewal rates across enterprise partners.
  • Coached and continually developed team members propelling them to exceed key performance indicators by over 30% each year, 2019-2023.
  • Worked with internal teams to create and package high-value, easy-to-use sales tools (sales guides, training decks, presentations, demos, collateral, competitive matrix).
  • Defined goals and ensured execution of Field Trainers’ assigned duties ensuring return on investment and meeting regional quota.
  • Managed development and measurement of enablement systems (Salesforce, Tableau, Gong) to ensure that the content created for sales is optimized for effectiveness and consistently measured for efficiency.
  • Engineered tailored Salesforce reports that provided data-driven insights, empowering field sellers to strategically identify and engage high-potential end-users based on specific demographic and situational criteria.
  • Developed a monthly reporting process to gather and analyze usage data (integrating bothCRM and platform), presenting key findings to regional team leadership, resulting in informed decisions regarding future priorities and resource allocation, boosting productivity and reducing downtime by 25%.
Regional Director, Customer Success
7/2017 - 8/2019
  • Managing the team responsible for implementation of EVERFI resources in K-12 schools across Arkansas, Louisiana, Mississippi, Alabama, Tennessee and Kentucky.
  • Developed and implemented GTM strategy and goals for EVERFI’s K-12 products across 5K+ schools/1MM+ students in 11 states through managing a geographically distributed 10+ member team. Over 400% total user growth from 2019-2023.
  • Serving as lead K-12 liaison for enterprise accounts totaling $15MM+ ARR including Truist Bank, Edward Jones, Premier League – achieving 100% KPI attainment YoY, 2019-2023.
  • Remotely lead and developed a geographically-dispersed team of direct reports in the form of coaching systems mastery, position-related skill growth and on-going performance reflection and management.
Senior Implementation Manager
7/2017 - 8/2019
  • Continued to serve as only point of contact in Arkansas; participating in statewide outreach, conferences and other innovative initiatives to further drive EverFi’s growth.
  • Continued to serve as account manager for portfolio of local, regional and national financial instructions and Arkansas State Agencies. Retained 100% and upselling 66% of clients up for renewal.
  • Managed a larger schools’ portfolio and delivered above average course/student growth numbers. Increased usage of EverFi’s platform in Arkansas over 600% in a 3-year period.
  • Developed and maintained relationships with high-level officials of school districts, state departments of education and other agencies and lead large meetings with them such as district or Principal’s meetings.
  • Utilized an increasingly deeper knowledge of Salesforce CRM to manage outreach and retention efforts
Implementation Manager
​6/2015 - 6/2017
  • Drove and qualified outbound school implementation opportunities from initial contact to conversion across Arkansas.
  • Trained and supported over 300 schools and 60,000 students using EverFi’s platforms through school site visits and online demonstrations while providing continual customer support through the lifetime of the implementation.
  • Understood and translated challenges faced by teachers, schools and districts in order to provide input and feedback into the design, development and maintenance of platform and training materials to increase user adoption.
  • Served as account manager for partners across Arkansas including local, regional, and national financial institutions and state agencies by helping facilitate communication with schools, conducting events and providing timely program updates.
  • Reported programs’ progress and current status to partners through utilization of proprietary data platform and Salesforce CRM.
Operations Reporting Analyst
​9/2014 - 6/2015
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  • Created and customized standard reporting processes and metrics measuring daily, monthly and quarterly employee productivity for various work groups within operations.
  • Developed and implemented a customer satisfaction survey process and reporting baseline metric for over 5,000 new and existing customers through recipient list creation, usage of data collection tools and analysis of survey data.
  • Completed other projects as assigned: process efficiency report creation, workflow improvement and data accuracy metrics. 
Entrepreneurship Coordinator
8/2012 - 9/2014
  • Manage website for Arkansas SourceLink by providing relevant, timely content through writing copy and blogs, directing social media feeds through a variety of tools, and tracking site usage through Google Analytics.    
  • Create and sustain relationships with non-profit resource providers included in Arkansas SourceLink Resource Navigator through direct communication and by attending small business/entrepreneurship-related community events. 
  • Develop and execute special projects as assigned such as Arkansas Capital Corporation’s Battle of the Brands competitions, coordinating creation of specialized video content featured on Arkansas SourceLink, and managing Arkansas Capital Corporation’s sponsorship of the 2012 E.A.S.T National Service Project.
Entrepreneurship Training Specialist
4/2011 - 8/2012
  • Created a curriculum for a classroom-based entrepreneurship and e-commerce training program for 7th-12th grade students. Conducted over 150 program sessions for over 2,000 students in 33 rural Arkansas counties. 
  • Implemented and launched Arkansas SourceLink, an integrated web-based economic development system that helps connect entrepreneurs and small business owners to information and non-profit resources within the state. 
  • Tracked and reported progress for both programs by presenting at monthly Connect Arkansas board of director’s meetings and by providing quarterly reports to overseeing agencies as per federal grant guidelines. Surpassed grant goals and deadlines for both programs.  
Research Associate
8/2010 - 4/2011
  • Performed phone surveys in several rural Arkansas counties on usage of the internet and technology that were vital to Arkansas Capital Corporation’s application for American Recovery and Reinvestment Act (ARRA) grant dollars and subsequent formation of Connect Arkansas. 
  • Created reports on other states’ internet advocacy groups/programs as well as similar federal grantees used as due diligence in the federal ARRA grant application process. 
J.B. Hunt Transportation Services
Intermodal Division Intern
5/2008 - 8/2008
  • Worked closely with supervisors and team members on a variety of activities including but not limited to: clerical/administrative duties, scheduling, and reporting of TOFC and COFC loads.
  • Ensured accuracy of TOFC and COFC load reports and scheduling through usage of proprietary computer software and interpersonal communications with on-site railway staff.