If You Believe You Can, or Believe You Can't,  . . . . . You're Right.

Believe      |      Achieve      |      Manifest
​CORE COMPETENCIES
  • Account Management
  • Customer Loyalty
  • Salesforce Admin
  • Public Speaking & Presentations
  • Training
  • SaaS
  • Graphic Design
  • Customer Advocacy

PROFESSIONAL EXPERIENCE
Customer Success Manager | Avalara 2017 – Present
Avalara provides SaaS for all sized business to achieve automated sales tax compliance.

  • Responsible for delivery and improvement of the customer led implementation experience for Avalara’s core products
  • Define and implement scalable processes for exception based monitoring taking Avalara to the next level in customer success management.
  • Responsible for monitoring customer implementation milestones.
  • Resolve customer friction points, improve customer experience, gather referral advocates.
  • Maintain Salesforce documentation to accurately reflect customer’s interactions with Avalara, and ensure accurate activity and campaign reporting.
  • Actively assess,and analyze pain-points to identify product and process improvements.
  • Collaborate with Knowledge and Learning team to identify or create resources such as help content, webinars or training that would benefit the self-serve customer segment.
  • Generate and present on boarding data to inform the business on product health
  • Develop a continuous feedback loop with customer success teams, UX and product management to improve the customer experience and company NPS.
  • Relationship and Sales Management, Cross group collaboration, and Advocacy building.
  • Perform annual Account Reviews to ensure customer satisfaction, reveal opportunities and referrals.
  • Maintain Monthy, Quarterly, Annual sales quota goal. Strategize and refine sales methods

Salesforce Admin & Website Designer | eBiz Owner Solutions 2012– 2016
eBizOwner provides technology efficiency and growth solutions to meet client objectives

  • Consult clients on continual need for engagement and growth by promoting consistent events with stakeholders, that focused on relationship building, and mission unification.
  • Present and explain to stakeholders and board members, strategic plans after synthesizing their goals, priorities and budgets.
  • Manage internal and external teams to insure implementations are completed on-time/on-budget while continuously keeping client’s expectations in alignment with the SOW.
  • Customize Salesforce.com and websites to streamline processes with measurable results to make quantifiable business decisions.
  • Integratevarious SaaS tools to increase user adoption which generated efficiencies for engagement and growth of donors and volunteers.
  • Implement Salesforce.com CRM for various small to medium size non-profit organizations to increase productivity and provide transparency throughout the organization.

Executive Account Manager | Life After Graduation LLC  2011 – 2012
Higher education publisher business focused on student and department success

  • Managed a territory of more than 1500 colleges and universities within the Western US.
  • Managed 125 top-tier college clients, primarily faculty and administrator contacts, focusing on growth of their accounts, as well as ensuring ongoing customer satisfaction.
  • Delivered sales increase of 200% after 8 months in position through up-sell, cross-sell and add-on opportunities.
  • Generated satisfied client references and individually crafted client success stories.
  • Maintained focus on sales quotas encompassing new and existing accounts.
  • Researched and prospected opportunities within existing accounts and departments.
  • Customer success achieved for college departments desire to retain relationships with transitioning college students.
  • Articulated the value delivered to college student retention, by LAG products.
  • Conducted regular account reviews to determine current needs and identify opportunities for new sales within the client’s various programs and departments.
  • Attended annual college department fairs expanding company reach, and solidifying existing customer relationships.

Project Manager/Managing Partner | WA Real Estate Solutions 2004 – 2009
Creating Win-Win transactional results with real estate owners, buyers and investors

  • Created, and expanded relationships with prospects, clients, contractors and vendors.
  • Oversaw the process of scoping and quoting projects for a $30 M business portfolio.
  • Communicated with cross discipline team members to meet deadline, quality of construction and budget requirements.
  • Responsible for all legal contracts and financing coordination, pertaining to the sale, and closing of real estate transactions.
  • Motivated and trained a team of 4-6 licensed RE Agents to meet monthly sales goals. Reported weekly results, to Keller Williams Market Center management with in depth reporting from customized Salesforce CRM.
  • Performed weekly 1:1’s analyzing team members sales pipeline opportunities and key productivity activities.

Lead Artist – FX Artist | Amaze Entertainment 1997 – 2007
Created video game software on multiple platforms for the exploding digital games industry. 

  • Expanded interpersonal and leadership skills over 10 year period in the fast paced interactive software industry.
  • Managed multiple teams of artists on year-long projects. Designed quality art assets for digital game content on tight schedules, using Waterfall methodology.
  • Created and communicated to management, team schedules and deadline deliverable through MS Project software.
  • Utilized effective written and oral communication with cross-functional, and cross-group teams. 

SOFTWARE SKILLS

  • MS Office Suite
  • Google Apps
  • Salesforce CRM
  • Jira
  • AdobePhotoshop
  • AdobeAcrobat

EDUCATION

Salesforce University – Seattle, WA – Salesforce Training
Customer Success & Retention Training

Western Washington University- Bellingham 
WA – BA in Psychology/Minor in Sociology

Digipen Institute of Technology - Vancouver
​BC - AssociateApplied Arts in 3D Computer Animation