Senior Operations Manager at IMS CONSULTING (2025-01 – Present)
Direct operating partner to the founder, owning client success, member engagement, and the operational systems that prove impact across the portfolio.
- Built the analytics and reporting layer that surfaces who is activated, who is at risk, and where to intervene, using engagement data to drive proactive outreach rather than reactive support.
- Architect the outcomes story across the client base, translating engagement and usage data into defensible, honest results that hold up to scrutiny and feed the renewal and expansion narrative.
- Monitor retention across every account, maintaining a current, honest view of renewal risk and driving early intervention to protect gross logo retention.
- Rolled out and continuously maintain HubSpot Service Hub and led the CRM and marketing data cleanup that established the account data hygiene and reporting structure the team relies on for accurate client and opportunity tracking.
- Leverage AI tools and automations to run accounts more effectively, including meeting preparation, account intelligence, and follow-up, demonstrating an AI-native operating model in daily work.
Senior Project Manager at IMS CONSULTING (2023-11 – 2025-01)
Brought on to establish client success infrastructure and delivery standards across a growing portfolio of public sector accounts including Air Force programs, K-12 school districts, and higher education institutions.
- Developed onboarding frameworks, escalation protocols, and operating rhythms from scratch in a fast-moving environment with no existing infrastructure.
- Served as the operational lead on federal engagements supporting software implementation and IT modernization across Air Force and NASA accounts.
- Coordinated directly with technical teams and customer stakeholders to investigate and resolve issues and drive successful launches.
Founding Senior Program Manager at KOHLER VENTURES (2022-10 – 2023-11)
First external operator hired as Kohler entered regulated health technology for the first time, building the operational and go-to-market foundation for a first-of-its-kind consumer AI health device ahead of launch, spanning a consumer commercial track and a regulated medical device track running simultaneously.
- Drove the conversion analysis for the software's product-led growth model, owning the relationship with qualitative researchers to parse findings and translate them into recommendations for the leadership team, and partnering directly with the Head of Product to identify which features to test for driving consumer conversion from hardware purchase to paid subscription.
- Designed the analytics, reporting, and operating systems the organization scaled on, growing the team from 15 to 40+ headcount.
- Investigated and triaged product issues hands-on alongside engineering, helping resolve them and feeding what surfaced back into the development process.
- Synthesized research and field signal into clear product input, partnering with engineering and data science to feed it into the roadmap ahead of launch.
- Partnered with engineering, data science, clinical, and regulatory teams to scope the right work for the right outcome in a regulated AI environment.
Associate Director, Implementation Services at VINETI (2021-04 – 2022-10)
Led a professional services team delivering a GxP-regulated SaaS platform to global biopharma and health system clients at Series B to C scale, with full accountability for team performance, delivery quality, and customer satisfaction across the portfolio.
- Owned the engagement and retention motion across the full account base, accountable for activation, adoption, and renewal across 6 to 7 figure enterprise accounts.
- Built customer health analytics and reporting that flagged engagement decline and retention risk early, directing team resources toward the accounts that needed the most intervention.
- Manufactured the outcomes story across the client base, translating complex engagement and usage data into honest, defensible results that informed product strategy and the sales narrative.
- Stood up customer health analytics and reporting that flagged adoption and retention risk early, parsing complex data into meaningful signal to direct where the team spent its time.
- Structured the product feedback loop, translating customer signal into prioritized input that shipped, in partnership with Product and Engineering.
- Spearheaded and operationalized scalable onboarding programs, playbooks, and education resources that served a growing customer base consistently, administering Salesforce, Jira, Confluence, and Zendesk across the delivery function.
- Structured the product feedback loop, translating member and client signal into prioritized input that shipped, in partnership with Product and Engineering.
- Guided the entire client base through a high-stakes product transition with zero churn, managing the difficult conversations and turning a hard moment into a collaborative path forward.
Principal & Founding Implementation Manager at VINETI (2018-04 – 2021-04)
Founding client success and implementation leader at a Series B life sciences SaaS company, built the function from zero and scaled it through Series C.
- Founded and scaled the customer-facing function from zero to a team of 8, building the onboarding, adoption, and retention programs the company ran on.
- Authored 20+ SOPs, playbooks, and onboarding and education resources that became the scalable foundation for serving customers consistently as the base grew.
- Launched the customer health and reporting frameworks that tracked activation, adoption, and risk across the portfolio.
- Hired, onboarded, and developed implementation consultants, building a high-performance delivery culture with clear accountability standards, performance expectations, and individual growth paths.
- Architected new delivery practices and created implementation collateral that improved speed, consistency, and customer satisfaction across the global portfolio.
- Spearheaded and built the delivery infrastructure and governance standards the organization scaled on through Series C, maintaining implementation quality and customer relationship continuity as program complexity and team size grew.
SaaS Implementations, Healthcare Operations & CS at HSAG, PATIENTPOP, VIRTUOSO MEDICAL MANAGEMENT (2015-02 – 2018-04)
Led software implementations, customer success programs, and operational audits across healthcare systems including health plans and provider organizations and helping organizations improve technology adoption and operational efficiency.
- Managed a high-volume book of 100+ SMB healthcare accounts at PatientPop, owning activation, engagement, retention, and expansion across small and independent medical practices.
- Built customer health scores, dashboards, and engagement workflows in Gainsight to track the full book, identify at-risk and under-adopting accounts, and direct proactive intervention.
- Activated member populations across medical practices, driving engagement through repeatable, one-to-many programs rather than bespoke account work.
