Passionate leader in customer success programs.
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Customer First and results-driven Customer Success and Enablement leader with extensive experience in customer success, product knowledge, project management, retention, onboarding, innovative solutions, executive communication, and change management. Demonstrates established capabilities in providing consultants with world-class strategies to enhance product and system knowledge, as well as developing learning experiences to help sales employees increase their revenue. Leverages exemplary leadership, organizational, and communication skills to maximize talent development objectives while perpetually redefining expectations.
Chicago, Illinois Training Manager- Customer Success 2022-2023
● Provided consultants with world-class strategies to enhance current relationships and depth of knowledge on product, systems, technology, and soft skills, resulting in higher engagement across all business units.
● Launched Revenue Growth curriculum by managing the development of learning constructs, delivery, and content buildout to optimize and create efficiencies that reinforced profitability and growth firmwide.
● Led the team charged with launching a new learning and data platform for all consultants within a 45-day period. Managed the execution and rollout across all employees, resulting in a $2M growth in six months.
● Led a four-month project transforming all enablement and sales methodology content along with delivery activities from PowerPoint to video and virtual support sessions.
● Board member for LGBTQIA+ employee resource group participating in development of allyship and training deployment across the firm.
● Active participant in corporate-sponsored community outreach volunteer efforts at the Talking Farm, Habitat for Humanity, and various festivals.
Chicago, Illinois / Remote Training Manager, Sales Enablement and Customer Success 2020-2022
● Implemented and executed an effective immersive Learning Experience for all Sales and Customer Success team members to ensure high retention rates, customer satisfaction and overall increase ARR, resulting in a 23% increase in ARR for the company.
● Conducted Customer Advisory Board, utilizing feedback and requests to continuously exceed customer expectations with and average CSAT of 4.9/5
● Worked directly with consultants to cross-educate on Customer Success trainings to provide greater awareness of solutions and organic growth opportunities, which increased revenue by 68% over previous years.
● Led organization-wide planning team and served as a keynote speaker for global sales kick-off to reinforce the brand, culture, and development of business during the COVID-19 pandemic, enabling the sales groups to shift their methods to sustain business and profitability, with 13% improvement over prior year.
Chicago, Illinois and Kohler, Wisconsin Training Manager, Product and Sales Enablement 2005-2020
● Served as highly visible global leader with extensive product knowledge, sales, and public speaking roles focused on increased revenue attainment and brand awareness.
● Responsible for hosting quarterly and annual executive events globally for internal and external customers to report on the state of the business as well as reinforce brand development.
● Product expert speaking at over 200 industry events in 25 countries (trade shows / conferences).
● Executive leader on all product and enablement learning content globally, with over 600 live presentations to groups as large as 1,000 people.
● Developed and executed Design Thinking Workshop Program for all leaders, as well as sales customer service impacting revenue and reinforcing brand awareness, which resulted in higher sales as well as expansion of locations.
● Developed and implemented new onboarding and incentive program for four divisions of Kohler Company, which resulted in $82M over tenure.
● Led the launch of brand-specific brick-and-mortar segment and established the brand in Brazil, the Middle East,
and in the North American retail sector, resulting in profitable models transforming emerging markets into key regions for success.
● Board member representing Kohler Company on the Design Industry for Fighting AIDS (D.I.F.F.A.) board for two years.
● Board member on Kohler Company LGBTQIA+ Business Resource Group in charge of all training and deployment efforts for over 45,000 employees globally.
● Participated in corporate and private community-based programs for Habitat for Humanity, Bookworm Gardens,
and Chicago-based festivals.
COLUMBIA COLLEGE, Chicago, Illinois • Master’s Degree, Psychology
HENDRIX COLLEGE, Conway, Arkansas • Bachelor’s Degree, Psychology
