Areas of Expertise

Account Management

Responsible for portfolio of 625 students from onboarding through multiple renewals, providing $24MM ARR for university from tuition and room-and-board fees.

Onboarding, Adoption & Customer Education

Designed, launched, and promoted Explore Your Path web-based customer education platform using Drupal, achieving 60% growth within first 2.5 years and 111% growth to date.

Explore Your Path Portal

Deescalation, Troubleshooting & Customer Support

Resolve 4000+ email inquiries annually from students, faculty, and staff, reducing friction and optimizing end-user experience with university resources.

Voice of the Consumer & Market Research

Created Focus of the Month program to increase influence of customer feedback insights in product team decisions as Procter & Gamble Consumer Market Knowledge Associate Manager.

Sales, Business Development & Recruiting

Grew logos, upsells, expansions, and renewals 15% by cold calling prospects, managing existing placements, filling open job orders, and providing exceptional customer service as staffing manager.

Program & Playbook Development

Created USF School of Management's first-ever suite of student retention programs. Founding member of CASA Student Success Center. Implemented risk mitigation playbooks using Tableau, Salesforce, and Qualtrics to analyze health scores, performance data, and customer sentiment, resulting in 82% renewal of at-risk segment.

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